X1 Box Reloading Issue

My X1 cable box when I press the last button on the remote to pull up the list of last channels or the guide button, whatever channel is on the tv will loose connection for 2-3 seconds then come back. It is pretty annoying. I got a new X1 box probably over a year ago and the old one didn't do this. There should be no issues with my cables as the main line to the house was replaced last year and the coax to the tv was replaced with RG6Q today. Same issues before and after the cable replacements so I suspect something must be wrong with the X1 cable box.

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XfinityAdrienne

Official Employee

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1.4K Messages

4 days ago

Good Morning, @USER89! Thank you so much for taking the time to reach out to us here on the Xfinity Forums. I am very sorry to hear about the delay you are seeing when switching through options on your X1. Has this always been the case with this X1 box? Do you see an error message pop or just goes to what was selected? Have you completed any further troubleshooting steps besides replacing the cables? Please let us know.

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USER89

Regular Visitor

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12 Messages

@XfinityAdrienne Yes it has always been like this with this X1 box. It didn't do it on the one I had before. No error message, menu pops up like it should but the channel it is currently on disconnects and shows the loading dots for a couples seconds, then it goes back to normal. This is with not navigating the Last Watched or Guide menu but just opening them. It doesn't seem to do it every time but frequent enough to be annoying. I have done Restart/System Refresh in the help menu numerous times. I've done hard power cycles with completely disconnecting the power to the box for a few minutes before restarting it.

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4 days ago

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XfinityAdrienne

Official Employee

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1.4K Messages

That is certainly strange, @USER89! I would like to dive further into the box on our end, and troubleshoot with you. Can you please send us a DM to get started?

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4 days ago

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USER89

X1 Box Reloading Issue

XfinityAdrienne

USER89

XfinityAdrienne

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