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X1 TV Box Rebooting

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X1 TV Box Rebooting

I'm a new customer.  My X1 TV box was installed 2 weeks ago and the unit has been randomly rebooting from day one.  The system even rebooted several times while the installing technician was still here!  He checked all the cables and connections and confirmed they were all good.  I have called and texted messages to the local service number several time with no response.  If I take the box to a local Xfinity store, can I get a new (not refurbished) box?  

Silver Problem Solver

Re: X1 TV Box Rebooting


@geg4 wrote:

I'm a new customer.  My X1 TV box was installed 2 weeks ago and the unit has been randomly rebooting from day one.  The system even rebooted several times while the installing technician was still here!  He checked all the cables and connections and confirmed they were all good.  I have called and texted messages to the local service number several time with no response.  If I take the box to a local Xfinity store, can I get a new (not refurbished) box?  


Someone had this issue with their 4k DVR; this is what they suggested:

"I changed my XG1V4 “xfinity/Settings/Preferences/General/Daily Update Time” to “12:00-2:00a” so all updates would occur after I went to bed and before my TV went into sleep mode. It has been over two weeks now and I have not had any more problems. You might want to try this work around and see if it helps your situation."

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Expert

Re: X1 TV Box Rebooting

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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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Official Employee

Re: X1 TV Box Rebooting

geg4, if you take the box to a store, you can swap it out for a new one. I can also send you one! First, I think we should rule out any signal issues! Please send me a private message with your full name for help. Just click my name and then on the next page, you'll see an option to send me a private message on the top right hand side.  


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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.
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