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user_y5pttl
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Tuesday, July 28th, 2026 3:52 AM

Streaming box is stuck on link account after move.

Like a lot of people on here i moved and now my streaming box wont work just infinitely goes through link account and does kot let me watch anything. I have tried all normal approaches turning it off and on again, Power cycling, factory reset, everything same thing evertime

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5 days ago

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XfinityDemitrius

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2.8K Messages

5 days ago

Hi @user_y5pttl. Thank you for visiting our official Xfinity Forums Community support page. I would love to help troubleshoot the streaming box. Is this one of our Xfinity Stream Box devices or one of our Xfinity X1 set-top boxes for our Xfinity Video service? When reviewing your services online using the Xfinity App, do you see the streaming device listed under your current services? This will help us determine if the equipment is on the account or old account. Hope to hear from you soon. 

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user_y5pttl

Visitor

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3 Messages

Streaming box, device is under current services in the app. Has anyone fixed this issue?

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5 days ago

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XfinityDemitrius

Official Employee

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2.8K Messages

Sounds like you have one of our powerful Xumo Steaming Boxes @user_y5pttl. With it showing within the Xfinity App, it doe appear that it successfully transferred over to the new account. Are you able to access the menu to follow the steps for a factory restore? The steps are as followed: Go to Settings > System management > Resets & updates on your Xumo Stream Box.

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5 days ago

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user_y5pttl

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3 Messages

Yes I did this and it didnt help at all.

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5 days ago

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XfinityEricB

Official Employee

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3.5K Messages

 

Thanks for letting me know that step isn't working. Let me try a refresh to the box on my end. I'll need account information to locate the account to assist you directly.

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

Click the "Start new conversation" (pencil and paper) icon

In the "To:" line, type "Xfinity Support"

As you type, a drop-down list will appear. Select "Xfinity Support" from that list.

An "Xfinity Support" graphic will replace the "To:" line.

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

Press Enter to send it.

How to direct message within Forums https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

 

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.
Was your question answered? Please mark as Best Answer.tick

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5 days ago

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