Visitor
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5 Messages
Welcome Screen and then cuts out
Repeated cycles of Welcome screen, TV comes on and cuts out a second later, black screen; the the cycle repeats with Welcome screen again. Over and over. Still no TV service 2 weeks later. Internet works. Reset TV box many times. Called Xfinity to reset system. Exchanged a new box at the store. Same problem. Reset doesn’t work. I have seen many same problems posted in this forum but none of which ends with solution posted. Forum would be more useful if solution is posted. Thank you. XG1v4 box is what I have.
user_b10a75
Visitor
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5 Messages
3 years ago
After hours of diagnosis and system refresh by support staff, still to no avail. I was asked to go exchange for yet another box from the Comcast store. I also switched out the coaxial cable. So far so good. TV has stayed on so far without cutting out. The last “new” box I got last weekend worked for about 1 hour then the whole Welcome problem cycle started again. So 3rd times is the charm I’m hoping.
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seanh378
Visitor
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3 Messages
3 years ago
I have also had issues with the XG1v4 box since November last year. NOBODY at Comcast helps. In the store they say “w
We don’t deal with those boxes”. On the phone (if you can talk to an actual agent in the US) they have 3 times sent me the wrong box. I have wasted countless hours on the phone and it int store trying to get this to be resolved. So it doesn’t look like they have gotten their act together on a resolution yet. If Comcast was not the only provider in the area that has fast internet I would tell them to get bent.
Hey Xfinity!!!! Fix your products or don’t offer them!!
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user_b10a75
Visitor
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5 Messages
3 years ago
Well, to be fair, everyone I came across this time at Comcast whether on Chat, on the phone, and in the store were all surprisingly nice! Maybe that’s why the company keeps emphasizing that they’re Xfinity instead of Comcast. I still recall from years before how Comcast employees just didn’t seem to care.
Now my Welcome screen problem seems to have gone away, at least for the time being. The 3rd box I got at the store seems to be of different Type and Model, even though on the outside they all look the same. The latest I got was a Moto Doc MCard, MSCC9063; before it was 4K Xg1 Moto AX014ANM. Don’t know what the difference is on the inside but the box looks the same outside.
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seanh378
Visitor
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3 Messages
3 years ago
Is your box a 4K box with a cable connector?
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user_b10a75
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5 Messages
3 years ago
Well the TV box is dead again!!!!
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user_58e4a0
Visitor
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1 Message
3 years ago
This customer service is heartbreaking. I have been trying for an hour to find a telephone number for support. Honestly, because of the poor customer support at Xfinity I would never order their security or cell phone service and I am a captive TV cable customer for now.
Our xfinity service keeps cutting out on one tv. We are in a high rise and there are two separate cables and it is only the second cable that keeps cutting out. We have replaced the box, replaced the cable from TV to box. Restarted the system. It is the wiring that needs attention but it is impossible to find out how to get support.
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