kiwi3's profile

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3 Messages

Sunday, March 25th, 2018 3:00 PM

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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!

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Accepted Solution

New Poster

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3 Messages

7 years ago

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. 

Expert

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24.6K Messages

7 years ago


@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?

New Poster

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3 Messages

7 years ago

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

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24.6K Messages

7 years ago

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.

Official Employee

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6.9K Messages

7 years ago

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.

New Poster

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2 Messages

7 years ago

Hi having the same issue at the moment.

New Poster

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1 Message

7 years ago

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.

New Poster

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1 Message

7 years ago

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

New Poster

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2 Messages

7 years ago

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

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1 Message

7 years ago

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

New Poster

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1 Message

7 years ago

I am having the same issue

New Poster

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1 Message

7 years ago

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".

Gold Problem Solver

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25.9K Messages

7 years ago

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

New Poster

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1 Message

7 years ago

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

New Poster

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1 Message

7 years ago

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.

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