Community Forum

Problem setting up Flex

Simitar2100
Frequent Visitor

Problem setting up Flex

The Flex box hangs up on the "Welcome Connecting to your entertainment experience" screen. It has been stuck on this screen all day. I got info to come up on the bottom of the screen showing that it is connected toWiFi and showing it's MAC address. I am using an my own modem & router. Any suggestions to get it to finish setup.

AngryCustomer29
New Poster

Re: Problem setting up Flex

I just had these morons tell me that my TV isn't compatible and that when i buy a new TV i can call and get it activated.   

ComcastChad2
Official Employee

Re: Problem setting up Flex

1) try unplugging the flex box for 30 seconds then try again.

2) If your modem has a WPS button, can you try pressing the wps button on the flex device and then on your modem. Or you could try connecting the flex device to the modem via Ethernet to get thru the activation steps.

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ComcastChad2
Official Employee

Re: Problem setting up Flex

are you seeing any type of error message on the TV? Can you provide some more details so we can help troubleshoot?

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Simitar2100
Frequent Visitor

Re: Problem setting up Flex

I unplugged the Flex box and left it overnight. I also turned the modem and router off. This morning I turned them on and plugged in the Flex box. Now it cycles between the first Welcome screen, the "Welcome Connecting to your entertainment experience" screen, and then a blank screen. My modem does not have a WPA button. I am using a Arris modem and a Linksys router.

Simitar2100
Frequent Visitor

Re: Problem setting up Flex

I don't get any error message on the screen. My internet is in another room. I would need a very long Ethernet cord (about 25 feet) to connect that way. I was on the phone with customer support for over an hour and they were no help at all. I got a second Flex box and it does the same thing as the first one. It cycles between the first Welcome screen, The Welcome connecting to your entertainment experience screen, and a black screen.

ComcastChad2
Official Employee

Re: Problem setting up Flex

Can you share the model info of your modem and router?

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Simitar2100
Frequent Visitor

Re: Problem setting up Flex

I am using a Arris Surfboard Modem Model # SB6183 and a Linksys N600 Dual Band Smart Wi-Fi Router Model # EA2750.