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user_homigo
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Saturday, April 12th, 2025

xumo box stuck on "Checking your status" won't progress any further! I tried power down and back on same issue each time. HELP

Did factory reset, now box won't install and I can't get back to a screen to do factory reset again, power down doesn't work, I get back to the same point as stated above!

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22 days ago

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user_gmp367

4 Messages

7 months ago

Same here !!!! Did EVERYTHING and still stuck on the screen the w the status bar not moving … 

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user_uwxd54

2 Messages

7 months ago

same here :( it was fine right before too!

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user_uwxd54

2 Messages

JUST FIXED IT! for now lol. It’s been stuck on this for two days. I literally just kept unplugging and doing hard resets for ten minutes, just repeatedly. It just let me through! 

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7 months ago

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XfinityPeterH

Official Employee

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2.4K Messages

 

user_uwxd54 Thank you for your feedback and reaching out. In the future we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message. That being said please feel free to send us your full name and complete address in a direct message. 

How to Send Us a Direct Message:
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
3. Click the "New message" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
For an example of how to send us a Direct Message, check out this link.
https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e

 

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7 months ago

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user_gmp367

4 Messages

7 months ago

2 hours this morning w Xfinity and they are sending a tech out tomorrow . Hopefully can resolve it . They said could be outdated boxes that are not compatible w the new software… what a joke 

1

XfinityBillie

Official Employee

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3.6K Messages

 

user_gmp367 Thank you for taking the time to reach out to us here on our Xfinity Forums. I understand that you are experiencing an issue with using your Xumo box and have a technician scheduled to come out later today. Please keep us posted if the technician is able to fix your services. Our team is also here to help and provide support!

 

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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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7 months ago

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XfinityChristy

Official Employee

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2.5K Messages

7 months ago

 

user_homigo Hello, and thank you for reaching out to Xfinity via our Community Forums. That sounds incredibly frustrating! It's definitely not ideal when your Xumo box gets stuck like that. I understand you've already tried powering it down and even a factory reset, but it's still stuck. Since the factory reset didn't fully resolve the issue and you can't even get back to the reset screen, it indicates there might be a deeper problem with the device itself. I would like to take a look at things from this end to see if I can help get this one working or get you set up with a replacement. To get started, please send a direct message with your full name and address. 

 

 

 

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)

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

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "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

 

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user_flxxt1

1 Message

7 months ago

I'm having the same issue. So frustrating!

1

XfinityDilary

Official Employee

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2.7K Messages

 

user_flxxt1 I'm sorry to hear you're experiencing a similar issue. We'd like to help. What troubleshooting steps have you tried so far? Did you try rebooting the box manually or through the Xfinity App? We also recommend rebooting your modem. Let us know if that helps. 

 

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 a reply as the Accepted Answer.tick

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6 months ago

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user_gmp367

4 Messages

7 months ago

Update ! Tech came out and confirmed the boxes were NOT compatible w recent software update . Being sent new Xumo boxes … we’ll see what happens when they get here and are installed 

5

XfinityJamesC

Official Employee

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2.5K Messages

Thank you for keeping us posted, @user_gmp367! I'm so glad the technician was able to confirm what was happening. Please let us know if you have any questions or encounter any issues with the new boxes.

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 a reply as the Accepted Answer.tick

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7 months ago

0

AtlantaJim

Visitor

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1 Message

I am having the same issue.  I had everything working properly, but recently I realized that I could no longer control the sound volume, and the voice button wasn't working.  I tried a factory reset twice, but both times it froze on "checking your status."  Help!

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6 months ago

0

XfinityQuemekia

Official Employee

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676 Messages

Thanks for reaching out @AtlantaJim about your issues with your Xumo Streaming Box, I understand it's frustrating when your TV service isn't working. Are you still currently having the same issues? If the screen is no longer stuck, and you're only having issues with the volume on the remote: https://www.xfinity.com/support/articles/programming-your-xfinity-remote

Try resetting your remote: 

Hold the Back (←) and Add (+) buttons simultaneously until the light on the remote turns green.

Then, press 9, 8, and 4 on the remote. The indicator light should blink red after a successful reset.

Let me know if this helps.

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 a reply as the Accepted Answer.tick

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6 months ago

0

user_8p9e3l

Visitor

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1 Message

I’m having the same issue. I’ve already went to the xfinity store and got a new box. The same issue is happening. Ridiculous I was on mobile support for almost an hour and 45 minutes. Nothing’s worked.. YouTube TV here I come!!

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6 months ago

0

XfinityShawn

Official Employee

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2K Messages

 

user_8p9e3l My team can look into your Xumpo box concerns since you have already went to the store for a replacement. To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

 

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 a reply as the Accepted Answer.tick

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6 months ago

0

user_kxq83x

Contributor

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29 Messages

4 months ago

xumo is the worst piece of tech xfinity has ever offered

1

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user_thorqk

Visitor

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1 Message

💯 Agree XUMO is horrible!!

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2 months ago

0

dcbrown16

Visitor

 • 

1 Message

24 days ago

I'm also encountering this issue. Received a new Xumo box from the store yesterday, have tried power cycling a number of times but it always stops progressing at step 11 of the documentation here.

https://www.xfinity.com/support/articles/xumo-activation-process

It did run updates when first connected to the Internet. I suspect the box is not compatible with the updates as described in the other posts here. How can I proceed with support on this issue? I don't have a "direct messaging" icon.

1

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XfinityVictor

Official Employee

 • 

1.8K Messages

 

dcbrown16 Hello, are you still having issues with your Xumo box?

 

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 a reply as the Accepted Answer.tick

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22 days ago

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