X1 box stuck on 'welcome' screen and rebooting

Hi everyone,

Not sure of the reason, but my x1 box today started out as a black screen. We tried all the things I can think of - troubleshooting via the app, unplugged the box for 5-10 minutes - etc - nothing seems to help. Its been stuck at the welcome screen then seems like it re-boots then back to the welcome screen. Is there anything else I can try? There doesn't seem to be a reset button, or any buttons at all on the box.

Or is the next step picking up a new box?

Thanks,

[Edit:PII]

Responses

XfinityAmandaB

Official Employee

•

1.7K Messages

2 months ago

user_bg1221 Thank you so much for your post for help with your box stuck in a Welcome screen loop. If you are still having issues please send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

[Edit:Formatting]

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user_bg1221

X1 box stuck on 'welcome' screen and rebooting

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