I am having this same issue. My cable box stopped working in late July. Took me weeks to get a new one. And I installed the new box today and it has been saying that for hours. I was on the phone with support the for over an hour and she gave up. She said it sometimes takes a couple of hours to load. I have reset the box. Change out the coax cable. Unplugged. Restarted. It won’t get past that screen. And I am not paying them $70 to come perform “magic”. They absolutely do this on purpose. Xfinity is awful. They refused to refund me for having a service technician come out to my apartment building to replace old wiring. How in the world am I responsible for bad wiring? Now I know they’ll tell me someone has to come fix this. A complete scam.
do voice command 'about', and reply with the rest of the line to the right of "STB Version". was this ever a working outlet? did the new box ever work? what is the label on the coax port to which you attached the coax cable? have you tried swapping the set top box with another one working in the home and seeing if the problem follows the box or stays at the TV?