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Just swapped my X1 box and still won’t restart

Dreyerdc
Regular Visitor

Just swapped my X1 box and still won’t restart

Had to exchange my old box for a new one today, but the new one gets stuck on the Welcome screen. I plugged everything in correctly, it powered up but rotates between the "Welcome. Powering up. This may take a few minutes..." and "Welcome. Bienvinedo. Bienvenue." pages. I've unplugged everything, done a system refresh and device restart, but it still just cycles between those two pages. It says "status unavailable" on my account page. What can I do? Our other box is not working either, guy at the store says that's common when the primary box isn't on. 

 

One thing I noted - the "new" replacement" box that he gave me all shrink-wrapped with power supply, new remote and HDMI cable was clearly recycled.  It was scuffed and damaged looking when I unwrapped it.  Please don't tell me that Comcast is receiving boxes that don;t actually work?

Rustyben
Expert

Re: Just swapped my X1 box and still won’t restart


@Dreyerdc wrote:

Had to exchange my old box for a new one today, but the new one gets stuck on the Welcome screen. I plugged everything in correctly, it powered up but rotates between the "Welcome. Powering up. This may take a few minutes..." and "Welcome. Bienvinedo. Bienvenue." pages. I've unplugged everything, done a system refresh and device restart, but it still just cycles between those two pages. It says "status unavailable" on my account page. What can I do? Our other box is not working either, guy at the store says that's common when the primary box isn't on. 

 

One thing I noted - the "new" replacement" box that he gave me all shrink-wrapped with power supply, new remote and HDMI cable was clearly recycled.  It was scuffed and damaged looking when I unwrapped it.  Please don't tell me that Comcast is receiving boxes that don;t actually work?


what is the model number on the label?



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ComcastKatieMS
Official Employee

Re: Just swapped my X1 box and still won’t restart

Hey there, Dreyerdc! Although we do reuse our equipment, everything goes through an extensive testing process to ensure everything is performing as new. It is important to us that our customers always have working equipment so that they are able to enjoy their services with us. This is not the kind of experience we'd want to have, and we would love the chance to help out with this to make sure everything is working exactly as it should for you. Can you please send me a private message with your first and last name along with your full-service address (including any apt numbers)? To send us a private message, please click on my name <ComcastKatieMS>, then select "Send a Message" on the right side.


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