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

New Poster

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

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!

Expert

Re: 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?



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New Poster

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

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.

Expert

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

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.



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Official Employee

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

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.

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New Poster

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

Hi having the same issue at the moment.
New Poster

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

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.

Silver Problem Solver

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


@WhosOnF1rst wrote:

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.


What troubleshooting did you do?  Check all coax connections, pull power cord, check your My Account website.

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New Poster

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

I am having this issue too. This has never happened before.
Silver Problem Solver

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


@Agetz wrote:
I am having this issue too. This has never happened before.

Did you try unplugging the X1 box and plugging it back in?

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New Poster

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

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'!

New Poster

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

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

New Poster

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

I am having the same issue
New Poster

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

Turns out that the specific COAX outlet I was trying to use wasn't turned on in my apartment or something. Sorry, I don't know the technical terms, but once I was FINALLY able to schedule a technician to come out he was able to fix it pretty quickly. 

New Poster

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

When you say the outlet wasn't turned on in your apartment what do you mean? That Comcast hadn't "turned it on" or that there's a panel in the building where a switch needs to be physically flipped to "on".
Official Employee

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

It just means that the outlet itself didn’t have a live signal. Basically it wasn’t attached to anything, there’s no switch
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New Poster

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

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

New Poster

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

Seems like someone marked this as solved, but I'm having the same issue. I can look at the guide and change the channel, even hear the channel. I cannot see it.
20180830_055840.jpg
Silver Problem Solver

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


@Mcgnome wrote:
Seems like someone marked this as solved, but I'm having the same issue. I can look at the guide and change the channel, even hear the channel. I cannot see it.

Did you unplug the box and plug it back in?

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Official Employee

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

What box is it?
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New Poster

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

I had this problem too. I turned off power to my Xfinity box and after a 10 minute or so reboot, it again said it was "connecting to your entertainment experience" and after another 5 minutes it finished and everything was fine. 

New Poster

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

I had the same error code as above. I tried powering tv down 2x without success. I then called Comcast. I didn’t have to wait for customer Service. The automated system asked if I wanted them to reboot the system. I did and all is now good.!
New Poster

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

Same with me
Silver Problem Solver

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


@karensflowers wrote:
Same with me

Did you reboot your system?

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