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Cable box won't turn on

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Frequent Visitor

Cable box won't turn on

The xfinity chat was infuriating. My cable box won't turn on. I tried troubleshooting but it says a signal can not be reached. I unplugged and plugged the cable box and tv and still the troubleshooting says a signal can not be reached. 

 

Please help. 

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Diamond Problem Solver

Re: Cable box won't turn on

Any lights? Are you sure it’s getting power? On the proper tv input?

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Frequent Visitor

Re: Cable box won't turn on

There are no lights on the cable box. 

I unplugged and re-plugged the cable box back in. 

The cable box is connected to the television. The television works with netflix and amazon, but the cable is not working. 

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Contributor

Re: Cable box won't turn on

I had the same problem this morning. I used the Xfinity app to send a refresh signal to the box. It took about 15 minutes to refresh, but it's working now. The light on the box was off, but I could hear that it was on. Fingers crossed it stays ok. 
it does seem like the entire system is having issues with lots of folks reporting issues with various parts of the services. 

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Frequent Visitor

Re: Cable box won't turn on

I tried restarting with the app, it didn’t work. I still have a cable box with no lights. Can Comcast send me a new box? This new method of using community forum customer service is horrible. It has taken over a day and still no one from Customer Service has addressed the issue. Please help Comcast!
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Gold Problem Solver

Re: Cable box won't turn on


@pillsahatjian wrote: ... My cable box won't turn on. ...

What is the box model number? Do you know if it is an X1 box or a legacy box? Some legacy boxes "play dead" if they are not receiving a signal from Comcast.

 

See https://www.xfinity.com/support/articles/cable-box-user-manuals

and https://www.xfinity.com/support/articles/x1-hub-vs-companion-box.

 

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Frequent Visitor

Re: Cable box won't turn on

I have a X1 Non-DVR HDMI Only
Pace Xi3
Model: PX032ANI

How is the best way to get a new cable box? Should I take this current cable box to the Comcast store to ask for a new one? I don’t see a number to call Comcast to request support.
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Official Employee

Re: Cable box won't turn on

Hello pillsahatjian! Welcome to the Xfinity Forums.

 

I'm glad to see you reached out to us here for help with your cable box. I can absolutely understand how you would be frustrated at this point when you just want a working box to enjoy your cable services. 

The forums here are primarily meant to be a peer-to-peer support space which means it can take a bit longer here to receive support from an official employee. If you are looking for more immediate support, our number is 1-800-XFINITY. You can also reach our team via Twitter and Facebook Messenger. Regardless, I would be more than happy to help you with this here!  Please send me a private message with your first and last name, as well as your service address so we can take a look and see if we can get the box fixed quickly or if we need to send you out a new one. 🙂

 

 To send a private message, click my name "ComcastTambrey", then click "send a message".


I am an Official Comcast Employee.
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Frequent Visitor

Re: Cable box won't turn on

Thank you so much for the reply Comcast Tambrey for your response. I sent you a direct message. On the website the number is not shown, perhaps I missed it, but I would have called last week regarding the issue if I saw the number on the website.
Thanks again for your help, I really appreciate it.
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Official Employee

Re: Cable box won't turn on

Great! I got your PM and look forward to your next reply so we can get to the bottom of this! 

 

 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!