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X1 software update screen stuck

New Poster

X1 software update screen stuck

Its day 2 of this. The screen says its preparing the box for new software.... we called costumer service last night the representative said the problem should be resolved within 1 hour of us calling. Still nothing. We've unplugged the box completely from power. Nothing helps. How can we get this fixed?
Expert

Re: X1 software update screen stuck


@Rsal2008 wrote:
Its day 2 of this. The screen says its preparing the box for new software.... we called costumer service last night the representative said the problem should be resolved within 1 hour of us calling. Still nothing. We've unplugged the box completely from power. Nothing helps. How can we get this fixed?

you can try calling 800-Comcast and select customer service and ask the agent to try to update the set top box. easier is to swap at your local xfinity store.



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Official Employee

Re: X1 software update screen stuck

There’s no going past that screen, it needs swapped out

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New Poster

Re: X1 software update screen stuck

So how do you “swap out your screen?

 

Official Employee

Re: X1 software update screen stuck

The box needs swapped, not the screen

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Official Employee

Re: X1 software update screen stuck

Hello Rsal2008 and welcome to the Xfinity Forums and I apologize for the inconvenience. Were you able to get a new box? I would be happy to assist you further from here. Please send me a private message verifying your full name exactly as it's listed on the billing statement. To send a private message click on my name, then click "Send a message".


I am an Official Comcast Employee.
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!