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Rob_555
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Frequent Visitor

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15 Messages

Friday, March 11th, 2022 3:37 PM

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Will the Xfinity Xi6-A wireless TV box work with my Arris SBV2402 Modem and Netgear R6400 V2 wireless router

We just moved and transferred our Xfinity X1 service with us.  The main TV service on the wired X1 cable box activated and works fine.  However, the second TV connected to a Xi6-A wireless box does not work.  It begins the configuration with the welcome screen and then goes to a blue screen and says we are doing some housekeeping and to stand by.  This lasted for 5 hours and never did complete the process.  I tried resetting several times and never worked.  I went to the local Xfinity retail store and I was told that the wireless box will no longer work with user supplied modems.  The Xfinity web site still shows compatibility with my equipment. 

Any ideas on how to activate the Xi6-A wireless box.

Thanks, [EDIT: Personal Information].

Question

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Updated 

3 years ago

 • Edited

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XfinityChad2

Official Employee

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263 Messages

3 years ago

Did you take your X1 equipment with you? If so you shouldn’t need to activate the device.   Did your try rebooting the main DVR then reboot the Xi6 device.   

can you describe what you see on the TV?  Any errors after rebooting it the first couple times?  

You could try connecting the device directly into the modem via Ethernet and see if that pushes it past the blue screen.  

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Rob_555

Frequent Visitor

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15 Messages

3 years ago

I replied via email with attached screen shots.

 [EDIT: Personal Information]

(edited)

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CCDevin

Problem Solver

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735 Messages

@Rob_555

Good morning! How are you doing today?

I wanted to follow up with you and see how things are going with your equipment and if you were able to get the support you need to resolve this. I see we offered some general troubleshooting and you mentioned having sent emails with screenshots as well.

Is this concern with your X-1 equipment still ongoing and is there anything we can do to offer our continued support?

I no longer work for Comcast. 

3 years ago

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Rob_555

Frequent Visitor

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15 Messages

I am still unable to get the Xi6-A Wireless box to activate.  When I power up the wireless box and turn the TV on, I get the welcome screen followed by the

"Connecting to your entertainment experience" screen.  Shoetly thereafter, I see a blue screen that says "You have just caught us in the middle of a household update.  Hold on while we finish up".

then the tv screen goes blank and nothing else happens.  I left the system like this for the rest of the day and still no video.

The main X1 cable box connected to the living room TV works perfectly.

Bob W.

3 years ago

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XfinityArmand

Official Employee

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2.1K Messages

We are glad to take a closer look at getting that device activated for you @Rob_555.  No worries!  We are a team of experts and we are ready to get to work on this for you right away.  Please feel free to shoot us a private message with your full name and complete service address so that we can access your account and get started.  

 

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" icon or https://comca.st/3JzLCsP 

 • 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

 • Press Enter to send it

I am an Official Xfinity Employee.
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3 years ago

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Rob_555

Frequent Visitor

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15 Messages

I have just solved the problem.  For some reason, my network blocked the Xi6-a box from connecting.  I manually captured the box and connected to my network.  All channels are now available.  Thank you so much for your patience and assistance.

Bob W.

3 years ago

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CCBiancaB

Problem Solver

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574 Messages

Thanks for the update, that's great news! Please reach back out if you run into additional issues, we're happy to assist! 

I no longer work for Comcast.

3 years ago

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