3 Messages
X1 Box turns off randomly
One of our X1 boxes has been turning off spontaneously while watching either live or recorded programing. Goes to a black screen, then comes back on spontaneously after 5-10 minutes. Sometimes will get a "we have a problem" message before, but usually just goes black. Ive gone through the gamut of all the Xfinity assistant troubleshooting, and have refreshed, reset and restarted more times than I'd like to admit. I can't ever reach a real person, and when I try, the bot says "there's a problem connecting me with an agent right now. Please reply back with another READY in a few minutes", which I do again and again, and again, with absolutely no response. You all have the WORST technical support I have ever experienced--it's clear to me that your box is defective, and all I want to do is speak to a REAL person to get a box I pay a monthly fee for to be replaced! And don't tell me to go to the store to do so--they NEVER have one!
CC_Tony
Retired Employee
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1.4K Messages
7 months ago
@user_vuzgjn, hi! Thank you for creating a post. I am sorry to hear about the issues you are having with your box. We are here to help! When your screen goes black, does the power light on the front of the box go out, or does it stay lit? Also, do you ever notice any error codes?
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BJMason
Regular Visitor
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5 Messages
4 months ago
I have exactly the same problem.
Did a system refresh, it is on a dedicated bandwidth on a high-speed router that is 5 feet away.
I replaced the box with a new one and it does exactly the same thing.
It is very frustrating and annoying.
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