Abon954's profile

New Poster

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2 Messages

Fri, Sep 4, 2020 9:00 AM

X1 box randomly resets to “Welcome” screen

My X1 box will randomly reset and go to the “Welcome...bienvenido” screen when I: Try to use voice command, scroll fast in the guide, and after pausing or rewinding using the DVR. This has been very frustrating to deal with . Do I need a new box? Cable connections are strong.

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Rustyben

Expert

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24.1K Messages

1 y ago


@Abon954 wrote:
My X1 box will randomly reset and go to the “Welcome...bienvenido” screen when I: Try to use voice command, scroll fast in the guide, and after pausing or rewinding using the DVR. This has been very frustrating to deal with . Do I need a new box? Cable connections are strong.

what you are describing is that the set top box reboots trying to get a good connection. this is usually due to high noise or low signal levels of the connection via coax to their server. This can be internal to your home (untight cable end connections) or outside between your home and the Comcast ground pod or in the air connector. do you have other set top boxes and if so are they working normally?

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1 Message

1 y ago

After a recent outage in my area - three of four boxes/TV's came back up.  The fourth one has been out over two days.  After several calls to Comcast, auto testing and resets, I still have no service on the set.  It has repeatedly gone through "Software Update" - the box has been unplugged and reconnected with the same result.  Contacting the company is beyond aggravating ... no answers.  "we're sorry nothing has worked to resolve the issue - leave the TV/Box on ... we'll keep trying remotely.  I'm guessing getting tech out is next to impossible.  We experienced intermittent service when first installed last year.  Finally rectified after three visits ... now this.  I'm ready to terminate service.

Rustyben

Expert

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24.1K Messages

1 y ago


@Frustrated201 wrote:

After a recent outage in my area - three of four boxes/TV's came back up.  The fourth one has been out over two days.  After several calls to Comcast, auto testing and resets, I still have no service on the set.  It has repeatedly gone through "Software Update" - the box has been unplugged and reconnected with the same result.  Contacting the company is beyond aggravating ... no answers.  "we're sorry nothing has worked to resolve the issue - leave the TV/Box on ... we'll keep trying remotely.  I'm guessing getting tech out is next to impossible.  We experienced intermittent service when first installed last year.  Finally rectified after three visits ... now this.  I'm ready to terminate service.


swap that box and power supply with another of the set top boxes to determine if the problem moves with the box or stays with the TV?

New Poster

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2 Messages

1 y ago

Unfortunately I do not have another box to test with, so I guess I will have to get a replacement and then hope it works
Rustyben

Expert

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24.1K Messages

1 y ago


@Abon954 wrote:
Unfortunately I do not have another box to test with, so I guess I will have to get a replacement and then hope it works

did the replacement fix the problem?

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