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user_8u3brk
1st Topic

Visitor

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5 Messages

Tuesday, July 28th, 2026 10:01 PM

Can I talk to a agent please as your AI bot doesn't have any notion of your XUMO stream box set-up is get stuck at the same point

Your AI bot is not aware of your great XUMO stream box which can't get past a certain point during its set-up. So, when I provide my reason to call I get into a loop with your great AI bot as he wants to know if I have a problem with my cable or Internet.

So, please provide a telephone number for real support by a human agent and not an annoying AI bot that waste your customer's time as your AI department did not provide the use case for your great XUMO stream box set-up issues.

Surprise surprise, even your "Tags" list for this question (aka complaint) does not have "XUMO" of even "XUMO stream box".




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8 hours ago

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XfinityNatalie

Official Employee

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928 Messages

12 hours ago

Greetings, user_8u3brk! Thanks for reaching out with your XUMO loop issue encountered during your setup. Not to worry! You have reached our live support team here to help! Before we proceed, could you please confirm if you have reset the box for 10 seconds by unplugging the power cord and restarting?

 

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user_8u3brk

Visitor

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5 Messages

Yep reset the box multiple times  (power off, wait, power on) and restarted the set-up. Still unable to pass the "point of no continuation".

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9 hours ago

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user_8u3brk

Visitor

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5 Messages

@XfinityNatalie​ Yep I confirm that a variation of resets (power off, wait, power on) has been performed all resulting in a restart till the "point of no continuation".

Also tried a variation of ways to get help from Xfinity and congratulations: this is the last one before I give up. I now have power off the XUMO and wait till your next response before powering it up

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9 hours ago

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XfinityCarolyn

Official Employee

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329 Messages

@user_8u3brk Hi there, and thank you for sticking with us through all of these troubleshooting attempts. Since the issue continues to occur at the exact same stage, we'd like to take a closer look at what's happening with the device and your account.

To send a "Direct Message" to Xfinity Support: Go to xfinityforums.com
Click "Sign In" if necessary
Click the "Direct Messaging" icon 
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing, a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.
Xfinity Community Forum




I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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9 hours ago

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user_8u3brk

Visitor

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5 Messages

Powered on the Xumo and redid the set-up from "start where we left" with the following dialog with XUMO:
Connect to TV phase: You're now connected => let's finish rest of setup
Clicked Continue
Privacy policy
Clicked Accept
Xfinity Account
Clicked This is me
Confirm PIN
Provided the PIN as guided by the additional text at the window
Checking your status (et voila: stuck again)

Will see what the direct message will lead me to

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8 hours ago

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user_8u3brk

Visitor

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5 Messages

@XfinityCarolyn​ Is it xfinityforums.com or forums.xfinity.com? My browser seem to have a problem getting to xfinityforums.com

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8 hours ago

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