Hi, thank you for reaching out. I hope you are doing well. I can confirm you have awesome employees here available to help ;) We are a full-service team on the Forums, so you've come to the right place. We also have plenty of customers and experts here who will gladly provide their insights and technical knowledge. Can you tell me more about your concern, any troubleshooting you've done, and how we can assist you further?
Hi cws1, I understand how frustrating it can be when your X1 box isn't changing channels properly. It's really important to be able to easily navigate through your favorite shows, and I can only imagine how disappointing it is when you have to restart the box just to switch channels.
Let's try a few things to see if we can get this sorted out. First, I'd recommend checking the basics.
Make sure your remote has fresh batteries.
Try re-pairing your remote to the X1 box. You can usually find instructions for this in the remote's manual or within the X1 box's on-screen menus.
If you have another X1 remote, try using that to see if it makes a difference.
Next, let's try a few things with the X1 box itself.
Restart the X1 box: Unplug the power cord, wait about 30 seconds, then plug it back in.
Check for software updates: The X1 box usually updates automatically, but you can sometimes initiate a manual update through the on-screen menus.
Power cycle your equipment: Unplug both the X1 box and your TV, wait a full minute, then plug the X1 box back in first, followed by your TV.
If these steps don't resolve the issue, please send me a direct message with your full name and address so I can take a closer look at things with you.
To send a "Direct Message" message:
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
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.
@cws1 My team is happy to have helped you get your new modem activated as well as resolving your account concerns today. Take care, and have a good day!
XfinityVianney
Official Employee
•
2.1K Messages
3 months ago
Hi, thank you for reaching out. I hope you are doing well. I can confirm you have awesome employees here available to help ;) We are a full-service team on the Forums, so you've come to the right place. We also have plenty of customers and experts here who will gladly provide their insights and technical knowledge. Can you tell me more about your concern, any troubleshooting you've done, and how we can assist you further?
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EG
Expert
•
110K Messages
3 months ago
The concern is not "Billing" help related......... Topic moved here to the proper help section for assistance.
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XfinityShawn
Official Employee
•
1.4K Messages
3 months ago
@cws1 My team is happy to have helped you get your new modem activated as well as resolving your account concerns today. Take care, and have a good day!
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