JJ

Visitor

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2 Messages

Thu, Sep 30, 2021 6:17 PM

X1 Box Stuck In A Restart Loop

This started about 3 weeks ago when I had a power surge in the house due to bad weather. Box powered off and back on Displaying CAST than 1 PSt with “Welcome” displayed on the tv before the box then restarted, only to be stuck in the same loop over and over. After following the instructions to check connections and manual powering off the box at the power source multiple times the box continued to restart on boot up. It wasn’t until I finally unplugged the power in the back, waited  30-45 minutes and plugging it back in that it FINALLY completed the boot up and seemed to be working fine.

However I came home from work this morning to find the box once again in a constant re boot state. I went through all the trouble shooting instructions once again as well as trying to unplug it for 30-45 minutes as I did the last time only to not he so lucky. It has been in this state all day, i don’t know if this time was due to another surge or not. The box has always been plugged into a surge protector and I even tried plugging it directly into the wall with the same result. My internet works 100% fine and I only have this one X1 box in my house. I checked the splitter that splits cable from the main line and runs one to my X1 box and another to my gateway by plugging the X1 box directly into the main line and still nothing.

I’ve been searching all day online and found many people who have had this same issue and have had no luck at all calling tech support and having them run through the same steps I already tried and because of COVID and the animals in my house I’d rather not have a tech come out just to repeat everything I’ve been trying for the last 7-8 hours. I’m certain whatever is going on, that it has to do with the box itself. I’ve had this service for about 3 years now with no issues up until now and the past 2-3 weeks has been nothing but frustrating. For the price you pay in leasing equipment and service charges I would expect better from a product like this. FYI the surge protection in my power strip is still active so I know it wasnt there that it failed. 

Accepted Solution

XfinityAnna

Official Employee

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371 Messages

2 m ago

Thank you for reaching out over Xfinity Forums, @j-jalbert91. I can’t imagine the frustration you must be feeling. It is possible we may need to get you a new cable box. Rest assured you have reached the right team of experts to help. I appreciate all the troubleshooting steps you have done so far. Can you send us a private message with your full name, name of account holder (if different) and service address? To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”. We look forward to hearing from you! 

Visitor

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2 Messages

@XfinityAnna Thank you for your reply, message and information sent.

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