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user_zf63w2
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3 Messages

Friday, August 14th, 2026 4:46 PM

Channel Keeps Freezing! This is EVERY DAY! But no outages - we've exchanged the cable box 2-3 times now and it keeps happening

The MOST RIDICULOUS thing about this.... we'll lose control of the cable box, because it'll give a "Lost Connection" error... BUT THE TV IS STILL PLAYING!!!  I think we spend more time restarting boxes (because that's all Xfinity knows how to do) than watching programming. 

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11 days ago

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XfinityKei

Official Employee

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2.7K Messages

19 days ago

@user_zf63w2 I’m sorry to hear you're having ongoing issues with your box losing connection.

I have some questions to ask, so we can provide a resolution for you! 

Have you checked to confirm all the connections are finger tight and secure?

Have you also replaced the HDMI cords as well?

Is it just one box or multiple boxes with this issue?

Do you have issues with your other services if you have them?

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user_zf63w2

Visitor

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3 Messages

Yes to all of the above.  And it's just one box... it's the newer HD box that we switched to right before all these problems started.  When we used to have the older DVR larger boxes, NO such issues!  Now it's all the time.  It's STILL happening, where once every 1-2 days, I have to send a RESTART signal to that one box, or to go and physically unplug - wait - replug to get any service.  Based on what I've seen, the box itself is problematic and are "broken" all the time!  That said, the last time there was a hard hang, Xfinity FINALLY confirmed after 2 days that there was a local problem with "internet" they just resolved.  Since then, we can watch TV, BUT still have to restart every 1-2 days.  I've already switched this box 2-3 times!  Always starts out ok for a short while, then starts hanging again.

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14 days ago

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XfinityJon

Official Employee

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1.7K Messages

Thank you for that additional information, are you receiving any specific error messages? For example anything that begins with XRE or RDK?

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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12 days ago

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user_zf63w2

Visitor

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3 Messages

No.... image freezes... sometimes the audio keeps going... sometimes you push the Guide/Menu button and the menu tries to show but it's stuck.  Random issues.  Sometimes remote restart using support site works, sometimes it doesn't.  Quality of service is JUST HORRIBLE.

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11 days ago

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XfinityDilary

Official Employee

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3.7K Messages

 

Got it. I would like to take a look at your signal on our end, user_zf63w2. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• 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

 

For an example of how to send us a direct message, check out this link:

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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11 days ago

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