X1 Box Help

Yesterday, I lost internet for a while. Now that it's back on, the X1 Onscreen Guide Favorites List is incomplete. It shows channel numbers, but no channel names. Also, I can't watch any of my saved programs. I get an error message telling me to try later. Are these issues connected to the internet loss yesterday? I unplugged my X1 box and waited a bit, then plugged in. Problem persists, Anything else I can do? Thanks

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XfinityGabriel

Official Employee

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3.6K Messages

6 days ago

rmrav48, Hi there! I’m sorry you’ve been dealing with this since the internet interruption. I can understand how frustrating it would be to have your service restored but still be missing information from the guide and unable to watch your saved programs. Since you’ve already restarted the X1 box and the issue is still happening, we’d be happy to take a closer look and help troubleshoot this with you. Are you currently seeing an error code or number when you try to watch one of your saved programs?

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rmrav48

Contributor

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29 Messages

A tech from Xfinity is coming today to deal with the issue. Now the box is failing to load live TV as well as no access to shows I've recorded. I assume I need a new box. Thanks for chiming in. I can't remember the error code, but it started with XRE.

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6 days ago

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XfinityGabriel

Official Employee

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3.6K Messages

rmrav48,

No problem at all! Since you already have a technician coming out today, we’ll let them take a closer look at what’s causing the issue. I’ll follow up with you in 24 hours to see how the visit went and make sure everything is working properly afterward.

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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6 days ago

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XfinityPeterH

Official Employee

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3.2K Messages

rmrav48 Hey there, just wanted to follow up and see how your appointment went.

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5 days ago

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rmrav48

Contributor

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29 Messages

Took 2.5 hours to troubleshoot. Success when tech replaced the modem. One last hiccup figuring out that he'd replaced the hdmi cable to the wrong input on my HT Receiver. All good now, thanks for checking up. I do have a question, though. Tech told me I'm listed as having a line extender. I do not, as I returned it at least a year ago, when Xfinity sent it and an incorrect modem. Turned both back to an Xfinity store. I hope I haven't been paying for it month after month. Not sure how to research this. Thanks again.

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5 days ago

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XfinityPeterH

Official Employee

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3.2K Messages

rmrav48 Glad to hear everything is working now! After everything it took to get there, I can definitely see why you’d want to make sure you haven’t been charged for equipment you returned. We’d be happy to take a look at the account and see what’s listed. Please send us a DM with your full name and complete address so we can check into this for you.

How to Send Us a Direct Message:

Click "Sign In" if necessary.
Click the "Direct Messaging" icon.
Click the "Start new conversation" (pencil and paper) icon.
In the "To:" line, type "Xfinity Support".
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic will replace 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.
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5 days ago

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