Frequent Visitor
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10 Messages
X1 box connection issue
I am having a problem connecting my X1 cable box to my TV with coaxial cable and a splitter for my modem and the X1 box. I have been trying to activate it since May.
In May I received a flex cable box but after installing it I discovered that my TV is too old. Everything worked fine before I installed the flex box. In the meantime I returned my old F1 box which was working fine.
I then returned the flex box and got another (not new) X1 box. Up to that time I never disconnected the connections from the splitter. I tried MANY times to connect the replacement X1 box but I keep getting the message that the main box is offline and cannot receive a signal. (I only have one tv connected to an X1 box.) My modem worked fine, so I disconnected my modem from the splitter and connected the X1 box to where the modem was connected. Still the same problem. I then connected the modem to the splitter where the box was connected. The modem worked fine. Still the same problem with the box. The only thing I can think of is that the box must be bad.
I need to find the problem because I have been paying for cable that I haven’t been able to use.
CCGina
Official Employee
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800 Messages
4 years ago
Hi @pabillsfan! I'm really sorry to hear you haven't been getting the Flex service you signed up for! The good thing is that the first Flex box and the Flex streaming service is included in your internet pricing, so you shouldn't have been paying anything extra for that box :)
Let's make sure to get it replaced ASAP for you so you can enjoy your streaming services! The quickest route is to take the non-working box to a nearby Xfinity store for a replacement (you can even schedule an appointment at many stores now!) or if that's not an option, we can ship one out to you here although there may be a shipping and handling fee associated with that, as a heads up. If you'd like us to order one for you, please send us a direct message, using the instructions below:
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pabillsfan
Frequent Visitor
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10 Messages
4 years ago
I know my post was long, but as I stated, "In May I received a flex cable box but after installing it I discovered that my TV is too old."
Doesn't ANYONE pay attention any more????
I visited an Xfinity store yesterday and got a new X1 box, but I haven't tried it yet.
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