XRE-03062

I have reported a recurring problem (XRE-03062) multiple times over the past 2 weeks and will be cancelling my service if it cannot be remedied. I have spent hours with your automated and human troubleshooters and am way beyond frustrated. I have told "our repair agent will be reaching out to you shortly" and have been waiting for 4 hours ....

This post was created from this comment on different post

Responses

XfinitySara

Official Employee

•

1.7K Messages

2 days ago

Hello, @user_rwcrmg! Thank you for leaving a comment with your concerns on this user's post. You've come to a great place for help on the Xfinity Community Forums! Our Digital Care Team is wonderful to work with because we'll do everything we can to review and resolve issues as quickly as possible. And we've converted your comment into its own post in order to ensure swift and proper handling of your particular account and service issue.

The XRE-03062 error message on your Xfinity TV Box indicates a temporary issue that might be resolved with a few troubleshooting steps. Here's what you can try:

Common Solutions:

1. Select "Try Again" on-screen: This is the simplest first step.
2. Check all TV connections: Ensure all cables (coaxial, HDMI, etc.) connected to your TV Box and TV are securely plugged in.
3. Check the TV Box's position: Make sure your TV Box hasn't been moved and is in a position to receive a WiFi signal if it's a wireless box (though most X1 boxes use a coaxial connection).
4. Unplug and re-plug the TV Box:
- Unplug the power cord from the back of the TV Box.
- Wait one to two minutes.
- Plug the power cord back in.
5. Restart your TV Box:
- Using your Xfinity Voice Remote: Say "Restart TV Box."
- Using the power button: If your TV Box has a power button, hold it down for a few seconds until the box restarts.
- Through the Xfinity app: You can also initiate a restart through the app on your mobile device.

Further Steps if the Issue Persists:

- Try tuning to a different channel for a few seconds, then tune back.
- Check the Xfinity app or the Xfinity Status Center online to see if there are any known service interruptions in your area.

Please let me know if any of this helps! Otherwise, we may need to pull up your account and take a closer look, which we're happy to do :)

user_rwcrmg

Visitor

•

2 Messages

I have done every one of these, multiple times, for the past 2 weeks. Please pull up my account and you will see that a technician visited on Wednesday, but the problem (no connection; XRE-03062) RECURS!

2 days ago

XfinitySara

Official Employee

•

1.7K Messages

@user_rwcrmg - No worries! We can definitely pull the account up and take a look. Could you please send our team a direct message to continue?

To send a direct message:

Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

2 days ago

X1

user_rwcrmg

XRE-03062

XfinitySara

user_rwcrmg

XfinitySara

New to the Community?