X1V4 daily reboots now causing issues

Hello and thank you for taking the time to reach out to us here on our Xfinity Forums. I can definitely understand the frustration with the box rebooting and then getting stuck on that blue screen. We are always working on improving our services so the X1 platform does receive updates daily which causes to it reboot. With that being said it definitely shouldn't be stuck on a blue screen indefinitely. Are there any error messages? How long do you generally wait before having it refreshed? Have you had a technician out or swapped the cable box recently?

I also want to make sure that you're aware you can also troubleshoot with our Xfinity My Account app! You would just select Video, troubleshooting and then the equipment you are having an issue with. It's a great tool to have and with the option to restart your box I think you will love it! (My husband has similar wiring behind our TV too.)

@XfinityBillie No error messages , and I have in the past waited from a few minutes ( over 5 ) to hours. Weird part is the sound

is fully functional live TV, video is the 3 sequential dots with a blue background. No techs out, but line-techs have been working

in the past week or two, as the signal strengths have changed.

Power cycling has not always worked, but a complete refresh always works , and when I dial in, the IVR always mentions

problems were found that requires a full refresh

As for the app that requires a smartphone, being a on-call 24x7x365 tech for too many years, I no longer carry one.

Fortunately it didn't need extra help yesterday.

@gwtx Thanks for letting us know about these details! Is this the only cable box experiencing this issue? Do you have multiple? 

@XfinityNico The other is a cable-card unit, so no issues

Thanks again for taking the time to confirm that for me. Again I am so sorry to hear that you are having this issue. I can entirely understand the frustration. With the cords behind the tv I can totally relate. It was always a tangled mess for me until I found these cute little cable holders that attach to my entertainment center and hold the cords in place it has been a life saver for me. I would like to look a little deeper into the service issues. Can you please reach out through private message with your first and last name, name on the account if different and service address? 

To send us a private message:
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