New Poster
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3 Messages
X1 box stuck on “Welcome. Bienvenido. Bienvenue.” No signal cable
Hi I need advice or help on this situation I have in my X1 cable box still having issues with no signal cable
New Poster
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3 Messages
zirons
New Poster
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1 Message
4 years ago
After having to upgrade our cable box, the new X1 Box gave this message for a few minutes and then went to a black screen. After several restarts and and swearing, it kept doing the same thing. After reading on this forum that lots of other people were having problems I gave up. I tried to get help through customer service chat or phone, but coulndn't get a real person to try to help me out. I figured my only option was to go into the store but I decided to see if just waiting would do anything.
I checked after two hours of letting it sit connected and powered on and it was still only the black screen. I checked after three hours and it had finally finished waking up and was at the expected setup screen. It is really frustrating that they don't even add a note to the "help assistant" that it could take a long time for the cable box to wake up and download all the required information before the setup screen appears. It is also really frustrating that it is so hard to get help from xfinity when issues arise especially during a pandemic.
My advice: if it doesn't start up after a few hours or even a day then I would recomend setting up an appointment and take the box to the nearest xfinity store and swaping it out for a different one unless you can actually get ahold of a customer service rep.
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CCChe
Official Employee
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6.9K Messages
4 years ago
We appreciate you for sharing your feedback here on the Xfinity Forum, @Sig38. Thanks for providing details of your experience. I'm sorry that you had such a hard time getting help with this, but I am very thankful that you had a very knowledgeable tech and knew exactly what was causing this. I'm going to pass this feedback to my leadership because I agree that's something that all agents should know to avoid situations like this in the future. If it's easier, in the future, feel free to reach out to us here on the Xfinity Help & Support Forum, Reddit, like us on Facebook, or Follow us @ComcastCares on Twitter! We have an awesome team of Corporate Digital Care agents on standby and ready if and when you need us. By chance, have you been compensated for the time you were without service? If not, please send a private message with your full name and service address as it appears on your billing statement. To send a message, click on my name, "ComcastChe," then click send a message.
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