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user_01y423
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Friday, February 21st, 2025 4:35 PM

Wireless Cable Box “New” Error Message

On 2/20/2025 when attempting to use the voice remote to change to MAX I received a message on tv screen  Oops... Unfortunately this feature is not working. Our engineers are hard at work to resolve this problem.

Your Xfinity crummy troubleshooting app does not even address this error message, thus I had to figure out on my own to unplug both of my wireless cable boxes and plugging them back in to fix the problem.

Very frustrating, considering I pay your company $300.00 per month for constant service interruptions and poor customer service support (cannot speak with a human).

There must be a better answer then unplugging cable box and rebooting.

Question

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Updated 

1 month ago

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XfinityThomasB

Official Employee

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1.8K Messages

1 month ago

Hello user_01y423

 

Appreciate your reaching out for support on this issue. Have you attempted to run a system refresh using the Xfinity app? That app is amazing, those signals are the same that we would typically run to the home in order to software calibrate. 

Performing a System Refresh on X1

    1. Press the A button on your remote control, or visit the Help section in Settings. (Saying “System Refresh” into your Voice Remote will take you to step three.)
    1. Highlight the System Refresh tile, and press OK.
      The Troubleshoot screen with the System Refresh option selected.

    1. Please remember that performing a System Refresh will interrupt all X1 TVs and recordings in your home for up to 10 minutes. If you would like to proceed, highlight Refresh Now, and press OK.
      The System Refresh screen, with 'Cancel' and 'Refresh Now' options at the bottom.

    1. Once the System Refresh is in progress, don't unplug or turn off any of your TV Boxes, which will automatically restart during this process.
      System refresh in progress screen. Messaging explains that this could take up to 10 minutes and not to unplug or power off any TV boxes.

    1. The X1 Welcome screen will appear after the TV Box restarts.
      Welcome screen: Welcome. Powering up. This may take a few minutes.

    1. Once the System Refresh has been completed, your TV Box will return to live TV.
      System refresh complete screen: You will return to live TV momentarily.

  1. The System Refresh feature can only be used once within a 24-hour period, so if you continue to experience issues, you can Schedule a Call to have a specialist troubleshoot your issues.
    You've recently completed a refresh screen. Schedule a Call option is at left.

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