Voice Guidance loop

I have been attempting to activate the new box I was provided today and the activation gets tuck on Do You Want to Activate Voice Guidance. I’ve clicked No 15 times and it still appears.

i was on a call with a tech who said I needed an HDMI cable which I installed and still the same issue occurs. I need to be able to finish setting up this box to my TV and get passed this section.

Responses

XfinityAmandaB

Official Employee

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2.2K Messages

20 days ago

user_vv2zyo Thank you so much for stopping in for help with your new box activation. If you are still having issues, we would be more than happy to help. Even though it is a new remote, I would recommend swapping out the batteries to rule that out. Once that is done, unplug the box for a few moments before plugging it back in. See if that helps to get past the voice guidance. If not, send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account. I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

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user_c2rpys

Visitor

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1 Message

9 days ago

Am stuck here too. Batteries are fresh in the remote, have tried multiple resets on the remote. From reading these forums it sounds like this has been an ongoing issue for over 2 years with little information. Have tried most the fixes people mention, but no luck.

Will try chat support, but I have a low patience, so probably start shopping for alternate TV services as well.

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XfinityAbby

Official Employee

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177 Messages

Hello @user_c2rpys. Did you get assistance from our chat support in getting your box set up?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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7 days ago

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jstack

New Poster

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2 Messages

2 days ago

same issue- it would be nice if support would post a solution-

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XfinityJon

Official Employee

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141 Messages

Hey there jstack. We would be happy to assist you further with this. Have you already swapped the batteries to ensure new batteries and to rule that out? Also, if you haven't tried sometimes unplugging the box and re-plugging it in will allow it to start fresh. If that hasn't worked please don't hesitate to reach out with additional information so we can assist further.

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging

Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

As you are typing a drop-down list appears. Select "Xfinity Support" from that list

An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window and press Enter to send it.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

Like

Reply

10 hours ago

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user_vv2zyo

Voice Guidance loop

XfinityAmandaB

user_c2rpys

XfinityAbby

jstack

XfinityJon

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