user_ybl1zp it sounds like the box needs to be replaced but have you tried bypassing power strips and plugged it into multiple electrical outlets? If it still does not power on, we can ship you new equipment or you can pick some up at an Xfinity store. You can use this link to make an appointment if needed.
@XfinityJosephA Thanks for the reply. You are exactly right - the box needed to be replaced. The Xfinity AI assistant essentially ignored the power issue and did resets to no avail. A link to new equipment went to an ad for internet modems. This loop repeated. The assistant needs more training.
I finally gave up and called and the second technician arranged to send a new box which arrived that arrived very quickly. Immediate fix plugging in new equipment.
@user_ybl1zp You're welcome, and I'm glad to hear that replacing the equipment was able to fix the issue quickly. If you haven't returned the old equipment, here is a great article from our website that has all the return options: https://www.xfinity.com/support/articles/returning-your-equipment
The easiest option if you have a printer is to sign in at https://xfinity.com/returns, and follow the on-screen prompts for the device you'd like to return, print out a label and box the equipment up, then call 1-800-PICK-UPS to schedule a pickup.
From experience, when I've visited my local Xfinity Store they are busy at times. You can schedule an appointment to help save time by going here before visiting a Xfinity Store: https://xfinity.com/stores
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.
EG
Expert
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114.1K Messages
9 days ago
The concern is not "Home Security Devices And Equipment" help related........... Topic moved here to the TV help section for assistance.
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XfinityJosephA
Official Employee
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2K Messages
8 days ago
https://www.xfinity.com/support/articles/schedule-appointment-online
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