TV Box keeps restarting

[mrj1999]

I've been having the same problem, however, I have been having the problem for almost 2 months now. It mostly happens when I hit the "Xfinity" button, I hit it and it restarts the box and goes to the welcome screen. I have made dozens of calls to xfinity and had at least 4 techs out to the house ! It all started after I replaced my older boxes with new ones. The tech rewired the house all the way to the pole, and replaced all boxes (we have 1 master and 2 extra tv's.) was thrilled for about a week then it all started. They have checked for leaks, after the 3rd visit replaced the master box and also thought it was the HDMI cable. seemed to work when they left, said if it happened again to try anoth tv to see if it was the HDMI connection on the TV, happened next day, tried another TV, it wasn't the HDMI ! While the last guy was here, he said there was a problem with the channels on the pole, but he couldn't fix it and it was probably not the problem..... said he was gonna put in a ticket... after a few more issue's when I called, they said there was not ticket and they made one.. supposedely no one available till June.... unacceptable, complained some more and they said someone would be out by the 23rd of April, as of today, still a no-show...... BTW, tried switching master box with another smaller box and no luck... 

BTW, if I use voice command, I and get to on demand, but if I pick netflix and start searching or use other features, it crashes again...

[Rustyben · Accepted solution]

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.

[mrj1999]

Thanks,

would like to say it may help, but I have my doubts... I've waited on hold for supervisors and they said they would escalate too, but alas no luck..

Thanks again

[ComcastChe]

Hello @mrj1999, 

Welcome to the Xfinity Forum and thanks for sharing your experience. I'd like to take a deeper look into your account so I can help isolate a cause. Can you please send me a private message with your first and last name and the name of the account holder?  

To ensure I'm looking at the right account, can you also verify the house number of your address, so I can assist you? To send a private message, click on "ComcastChe" and then click send a message.   

[ComcastChe]

Hi @mrj1999, 

I had the chance to reply to your private message. Please reply when you have a moment. I'd like to see if I can get your pending appointment escalated to the local line techs based on the issues you're having. Chat with you soon! 

[mrj1999]

I was unable to read your entire msg, nor was there a reply button. I have actually been a comcast customer for well over 20 years, back when it was ATT LOL

From what i read, there is currently a work order in and you hope to escalate it in hopes of getting my problem fixed. 

Not sure what additional info you need, perhaps an email would be better. 

Thanks in advance for your help, 

Harold Jewett

[ComcastChe]

You have to click the subject of the message to view the full thing.  As the Corporate Digital Care Team, we primarily work through private messages on social media to resolve concerns.

[ComcastChe]

@mrj1999, 

Thank you for allowing me to follow up with you over the past couple of days to make sure your issue was resolved. As mentioned in my PM, let me know if you need anything in the future, I'd be happy to help however I can. We appreciate you for being a Comcast customer over the last 20 years. Take care! 

[amenrah99]

I have this problem also. I upgraded about two days ago. This morning, all of X1 box was rebooting over and over. I reinstalled my old box and everything is working. I'm about to call the nearest store to attempt an exchange.

[mrj1999]

Not sure if this helps, but the quickfix (after my 6 week problem nobody could solve)for my problem was the exchange of boxes. I had upgraded everything in the house, new wiring and all new boxes. After one of the forum moderators help me, I got someone else out and they changed the box back to the older style. Said the newer box was a "4K" box and it was a lot more sensitive to noise in the line and I had a few "channels" at the pole that weren't working right. So he put an older larger box back and I havn't had a problem since, they have since "fixed" the problem at the pole, but I am just keeping the older box because I really have no need for a 4K box.

Good Luck

[Nmorse99]

Am having the EXACT same problem. Upgraded my system, received the new boxes yesterday. Also noticed that it happens primarily when pressing the Xfinity button on the remote. Only observed this issue thus far when using the primary box connected via coax. The wireless boxes seem to be working fine. I’ve tried it on multiple outlets with multiple TV’s. Same issue each time. I’ve noticed more than one customer has experienced this issue. Has anybody resolved this yet? Wish I had never upgraded. Only reason I haven’t cut the cord entirely is because we have 3 young children and tons of cartoon recordings that they watch, not to mention all of the movies we’ve purchased over the past few years. It’s criminal almost.