Voice Guidance setup loop

My X1 TV box is stuck in a Voice Guidance setup loop. Selecting either Yes or No returns me to the same Voice Guidance screen. I already factory-reset the XR15 remote and power-cycled the box. I also tried a different X1 box and the exact same loop happens. Please check the X1 activation/provisioning on my account and reprovision the TV box.

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XfinityJanelle

Official Employee

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2.5K Messages

1 month ago

Hey @user_purpow , Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to reach out regarding your X1 box. I would be more than happy to offer my assistance looking into this further for you. Are you still seeing this happen with the voice guidance loop?

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user_purpow

Visitor

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2 Messages

@XfinityJanelle

Yes, it is still stuck in the voice guidance loop. Here is what I have tried so far:

- Unplugging the X1 box, waiting for set periods (1 minute, 1 hour, and 1–3 days), and then restarting it

- Refreshing and restarting multiple times using signals sent from Xfinity Assistant online

- Re-pairing the remote multiple times (using the A+D → 981 reset method)

- Placing the remote directly on the X1 box during refresh, restart, and re-pairing attempts

- Exchanging the X1 box for a brand-new unit

None of these steps have resolved the issue.

Could you please disconnect this X1 box from my account so I can try setting it up from scratch? This seems to be the only remaining option.

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29 days ago

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XfinityEricB

Official Employee

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3.7K Messages

user_purpow The only way to remove a box from the account itself is by returning it to the store. If I removed it, I wouldn't be able to add it back which would fully deactivate the device.

Let's see if we can fix it remotely from here for you.

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

Click the "Start new conversation" (pencil and paper) icon

In the "To:" line, type "Xfinity Support"

As you type, a drop-down list will appear. Select "Xfinity Support" from that list.

An "Xfinity Support" graphic will replace the "To:" line.

Type your message in the text area near the bottom of the window.

Press Enter to send it.

How to direct message within Forums https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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26 days ago

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user_purpow

Voice Guidance setup loop

XfinityJanelle

user_purpow

XfinityEricB

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