No error code - stuck on "Connecting to your entertainment experience..."

---

@kiwi3 wrote:

As stated above, my cable box has been stuck on the screen "Welcome, Connection to your enterntainment experience" with the three dots for about an hour. Been through the whole unplug the power, check the cables, send a signal business and nothing has changed. Really don't want to wait a week for the tech to come out so any help is appreciated!

---

is your modem working? do you have other outlets? if so can you temporarily swap set top boxes and see if the problem follows the box or stays at the outlet? do you have an amp? if so, is the amp's LED power on?

Modem is working - no other outlets or boxes (studio apartment), but the modem coax is connected to the same outlet and is fine. No amp.

I have escalated your issue to the Comcast Team available to these forums. Check back often for a reply in this thread from a Comcast Official Employee.

Hey kiwi3, 

I can try to help with your equipment issues. Please send me a private message verifying your first and last name, and the full account number or phone number associated with your services.

To send a private message click on my name "ComcastChe", then click private message me.

Same issue.  I have multiple outlets but only one really works for size and shape of living area.  On cable box number 2 because swapping to a new cable box was the first thing tech support suggested.

Am experiencing this same issue for the first time as of today. Have full sound, can view Guide, can select and change channels, but no show/movie video is displayed. Simply get the grey "Welcome to the X1 Platform. Connecting to your entertainment experience ..." screen. Have turned off and rebooted modem.Have turned off and rebooted xfinity box. Only have the one outlet and one box so cannot swap anything.

I see a number of people have experienced this issue recently. Has anyone successfully overcome it at all?

Update: Seems the xfinity box needed 3 powering up reboots to actually complete the connecting sequence. Now I can continue with my 'entertainment experience'!

I had the same problem. I just unplugged my system power and after reconnecting power the system rebooted correctly.

When you finally got it to work, how long was it on the Welcome screen?