U

Visitor

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1 Message

Thu, Jul 22, 2021 12:39 AM

No lights/power on x1 box

We just added cable to our account and we received our equipment today. The box we received won’t light up/power on at all. We’ve done all troubleshooting measures and attempted restarts remotely and manually. Nothing is working to get power/lights on the box. Should I take box back to store in morning and ask for a new one?

Responses

Official Employee

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182 Messages

2 m ago

Hello @user_ef306a. I am sorry to hear that the cable box you got from us, is not working. Since you have done all the troubleshooting and everything already, I would recommend going to the Xfinity store and exchanging boxes. I can mail out a box to you, but it can take up to 3-5 business days to arrive. If you would like me to mail out a new box, please send me a direct message with your first and last name, along with your complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.   

 

Here are detailed steps to direct message us:  

 • Click "Sign In" if necessary 

 • Click the "Peer to peer chat" icon (upper right corner of this page) 

 • Click the "New message" (pencil and paper) icon 

 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list 

 • Type your message in the text area near the bottom of the window 

 • Press Enter to send your message 

Again

Expert

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26.4K Messages

2 m ago

@user_ef306a 

You most likely already have, but did you try plugging the box into a different electrical outlet?

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