Thanks for reaching out this link https://www.xfinity.com/support/articles/tv-troubleshoot-xfinity-app has great information on how to fix your TV services through our awesome Xfinity app
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.
I am sorry to hear you are having issues with your TV services @user_e4ozhh. We offer convenient self-service options to check service interruptions through My Account, the Xfinity App, or the Xfinity Status Center at http://www.xfinity.com/support/status. Have you checked there yet? If no interruption, I want to make sure we are respecting your time and not repeat the steps you have taken previously. What troubleshooting steps have you taken?
I also wanted to make sure you are aware that any time you need to troubleshoot our Xfinity app can assist you step by step. It is not just to pay your bill or to get notifications about interruptions. To learn how to troubleshoot in the future you can follow the link: https://www.xfinity.com/support/articles/using-xfinity-app. Honestly, it is the best app to date that we offer and super easy to use for all of your account needs!
I live in Houston,TX. My old cable box quit working on the weekend of February 15th/ 16th (after an “update” from xfinity on February 14th). Over the past week, I’ve tried unsuccessfully to re-establish cable. The first cable box and remote set didn’t work. I returned and picked up a second set of equipment, which didn’t work either.
Over the week, I spent approximately 2 hours on the phone with xfinity support technicians troubleshooting why the remote would not connect to the channel box. The last technician I spoke with on Friday evening identified the problem as incompatible equipment. The channel boxes and remotes being handed out to cable TV customers are incompatible, and will not connect. Additionally, the equipment being handed out appears to be used or surplus equipment. The second remote I picked up had battery corrosion inside.
The technician who identified the incompatible equipment issue told me that the channel box and remote need to be XR-15 (identified in the serial number). None of the equipment I was given had XR-15 in the serial numbers.
When I visit the xfinity stores in my area, the sales personnel are friendly and try to be helpful, but their primary focus now seems to be selling phones.
Whether xfinity intended to or not, it’s terminating its cable TV service.
Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.
To send a Direct message: Click "Sign In" if necessary • Click the "Direct Message" 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 which appears.
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.
AintLu
New Poster
•
4 Messages
1 month ago
Same issue in Cape May, NJ area.
Internet is working but cable tv can't connect.
TV displays 'Welcome' screen but won't go any further.
Get your act together Comcast!
No wonder customers are leaving you service.
1
0
XfinityDena
Official Employee
•
3.1K Messages
1 month ago
I am sorry to hear you are having issues with your TV services @user_e4ozhh. We offer convenient self-service options to check service interruptions through My Account, the Xfinity App, or the Xfinity Status Center at http://www.xfinity.com/support/status. Have you checked there yet? If no interruption, I want to make sure we are respecting your time and not repeat the steps you have taken previously. What troubleshooting steps have you taken?
I also wanted to make sure you are aware that any time you need to troubleshoot our Xfinity app can assist you step by step. It is not just to pay your bill or to get notifications about interruptions. To learn how to troubleshoot in the future you can follow the link: https://www.xfinity.com/support/articles/using-xfinity-app. Honestly, it is the best app to date that we offer and super easy to use for all of your account needs!
0
0
user_w75qb6
1 Message
1 month ago
I live in Houston,TX. My old cable box quit working on the weekend of February 15th/ 16th (after an “update” from xfinity on February 14th). Over the past week, I’ve tried unsuccessfully to re-establish cable. The first cable box and remote set didn’t work. I returned and picked up a second set of equipment, which didn’t work either.
Over the week, I spent approximately 2 hours on the phone with xfinity support technicians troubleshooting why the remote would not connect to the channel box. The last technician I spoke with on Friday evening identified the problem as incompatible equipment. The channel boxes and remotes being handed out to cable TV customers are incompatible, and will not connect. Additionally, the equipment being handed out appears to be used or surplus equipment. The second remote I picked up had battery corrosion inside.
The technician who identified the incompatible equipment issue told me that the channel box and remote need to be XR-15 (identified in the serial number). None of the equipment I was given had XR-15 in the serial numbers.
When I visit the xfinity stores in my area, the sales personnel are friendly and try to be helpful, but their primary focus now seems to be selling phones.
Whether xfinity intended to or not, it’s terminating its cable TV service.
1
0