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(Two) brand new X1 DVR(s) fail on boot up, displays "Sorry, your box needs to be updated"

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Frequent Visitor

(Two) brand new X1 DVR(s) fail on boot up, displays "Sorry, your box needs to be updated"

Hello everyone, 

 

I apologize in advance for the wall of text, but I am hoping someone knows something about the issue we are experiencing at my house regarding our DVR. Here's the backstory:

 

We have been with Comcast for quite a few years now with services (DVR, Internet, home security, landline) however, due to Covid we turned off everything in March except internet as we are working from home. When we did this, the rep on the other end said we got a free Flex box with our internet at no cost so sure, why not. We got the Flex box and it is essentially an Amazon fire which we also have (and is set up already) so we continued to use the fire instead of the flex box.

 

The Tuesday before last (Oct 13, 2020) we decided to reup and get back on Cable with the DVR so we called Customer cervice, had the package added to our account and drove down to the local Comcast store and picked up our new XG1v4-A cable box. When we booted this box it at first couldn't find the new device on our account so I had to call in and have it added. It appeared to fix the issue and the cable box started booting up and the Customer service rep hung up. When the cable box started to load the guide it then went to a black screen that says the following (please note there is no error code on this screen):

 

"Sorry, your box needs to be updated

This TV Box doesn't support your new flex service. You should recieve your new flex box soon. If you have questions about your new order give us a call at 1-800-xfinity or visit an Xfinity store near you"

 

There is no error code displayed and the DVR doesn't go past this point. At the time of writing this I have spent well over 5 hours with Customer support over the phone troubleshooting, physically replaced the cable box with a new one from the Comcast store (which is crazy busy so no fun to do),  and we have also had 2 Technicians come out to the house, verify everything is working correctly here and place a call to their customer service.

 

The first technician that came out on Sunday (the 18th) was advised that the issue should be corrected and that I would need to wait 24 hours. He was also told this is a national issue and they are working on. This seems odd to me as I don't see anything in the forums which seems really strange for a national "outage". The 1st tech rescheduled someone to come back out to my house on Tuesday (48 hours later) so that if the problem wasnt resolved, I wouldn't need to call in and set up another appointment.

 

Unfortunately, the issue remained and the second tech got the same information, It's been fixed and I would need to wait 24 hours. Well here we are 48 hours later and the issue still remains. We have been credited some money as the service isn't working still however this is getting pretty frustrating to be honest 😞

 

I did send a text this morning after checking the box to the last technician that was here (per his instructions) and asked him what are the next steps to take and he is saying now that since it is a national issue I need to wait 1 - 2 weeks......

 

Few other pieces of information:

-We did return the Flex box the same day we picked up the 1st DVR

-We do still currently have internet, this hasn't been impacted

-I have rebooted my entire network with no change to the DVR

-Multiple customer service agents have looked at our account and claim there is no Flex codes that could be causing the issue. They have also pushed out the system update to the DVR probably 60 times + with no change, not exaggerating 😞

 

This is kind of a last ditch effort on my part to resolve the issue as I kind of feel like the technicians and their customer support are just passing the buck back and forth so any help would be much appreciated!

 

Thanks for your time!

A

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Diamond Problem Solver

Re: (Two) brand new X1 DVR(s) fail on boot up, displays "Sorry, your box needs to be updated&qu

It sounds like it’s account based. They should just delete everything and rebuild your account. There’s probably one rate code that’s stopping activation. I’ve escalated it up to an Official Employee to help you

I am a Retired Official Comcast Employee
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Frequent Visitor

Re: (Two) brand new X1 DVR(s) fail on boot up, displays "Sorry, your box needs to be updated&am

@CCAndrew Hey CCAndrew, 

 

Thanks for the follow up and escalation, I really appreciate it, it's been very frustrating!

 

I did at one point ask about completely rebuilding the account when a technician was at my house. Even though the technician thought that the process doesn't take much time, the person on the other end of the technicians support call (sorry I am not sure of the term used here but the person sitting in an office that assists the technician)  sounded very reluctant to do this and basically said that it's not an option 😞 

 

Again, thanks for your help I am super grateful and look forward to hearing from Comcast!

 

A

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Official Employee

Re: (Two) brand new X1 DVR(s) fail on boot up, displays "Sorry, your box needs to be updated&am

Hi @AdeleH

 

Thank you for using the Xfinity Forums to bring this to our attention. I can understand how frustrating this must be and want to help get this fixed. Please send me a private message with your full name, as it's listed on the billing statement. Click on my name ComcastChe, then click send a message.  


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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
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Frequent Visitor

Re: (Two) brand new X1 DVR(s) fail on boot up, displays "Sorry, your box needs to be updated&am

Hey @ComcastChe ,

I have sent you a personal message with the information you requested. Please let me know if there is anything else. 

 

Looking forward to hearing from you!

 

Thanks you!

 

A

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Frequent Visitor

Re: (Two) brand new X1 DVR(s) fail on boot up, displays "Sorry, your box needs to be updated&am

Hey @ComcastChe , 

 

Any chance you could help me resolve my issue today? Please let me know! 

 

Thanks!

 

A

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Frequent Visitor

Re: (Two) brand new X1 DVR(s) fail on boot up, displays "Sorry, your box needs to be updated"

Hello All, 

 

My issue has been resolved and I wanted to follow up with the resolution so that if anyone else is having this issue, this might be a possible solution and save a lot of grief and headaches for subscribers! 🙂

 

As a shout out, I want to say "Thank you very much to Jade whom resolved my issue in less than 3 minutes, why couldn't I get you the first time?!?!?! 🙂

 

What happened today:

 

Like every other day since my issue started when I power cycled the DVR (unplug, wait 30 seconds, power back on) the DVR came back up with the exact same screen detailed in this thread. I called in to the customer support line (I dialed 800-266-2278) and did the auto attendant power cycle where it calls you back in 20 minutes to see if the issue was resolved, surprise, the issue and the error message remained.

 

The callback then connected me to a customer service rep. I figured what the heck, verified my account and started explaining my situation for the millionth time to the rep. While I was talking my service STARTED working on my DVR!!! After asking what happened, the rep informed me that they did a "complete account refresh on the backend" and this fixed it the issue for me! The rep, Jade, told me that she had been trained by a lot of long term service reps and this isn't something that isn't well known now-a-days (this is very unfortunate, wanted to share).

 

Also, I would like to add that even though I did get replies on these forums, I never actually heard from anyone on the forums that are official Comcast Reps even via DM, very unfortunate!

 

Lastly, I still find it very very very strange and even disconcerting that the tecnincian help line would flat out lie (heard it on speaker phone) and say this is a "national issue that is being worked on" with no ETA and no updates to the technician.

 

I guess  thats how Comcast/xfinity still rolls... 😞

 

Have a great night!

A