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user_vuzgjn
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Sunday, October 6th, 2024 9:32 PM

X1 Box turns off randomly

One of our X1 boxes has been turning off spontaneously while watching either live or recorded programing.  Goes to a black screen, then comes back on spontaneously after 5-10 minutes.  Sometimes will get a "we have a problem" message before, but usually just goes black.  Ive gone through the gamut of all the Xfinity assistant troubleshooting, and have refreshed, reset and restarted more times than I'd like to admit.  I can't ever reach a real person, and when I try, the bot says "there's a problem connecting me with an agent right now.  Please reply back with another READY in a few minutes", which I do again and again, and again, with absolutely no response.  You all have the WORST technical support I have ever experienced--it's clear to me that your box is defective, and all I want to do is speak to a REAL person to get a box I pay a monthly fee for to be replaced!  And don't tell me to go to the store to do so--they NEVER have one!

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1 month ago

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XfinityTony

Official Employee

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1K Messages

1 month ago

@user_vuzgjn, hi! Thank you for creating a post. I am sorry to hear about the issues you are having with your box. We are here to help! When your screen goes black, does the power light on the front of the box go out, or does it stay lit? Also, do you ever notice any error codes?

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user_vuzgjn

3 Messages

@XfinityTony​ Light stays on, but dim.  No error codes, black screen, like the TV turned off.  But it isn’t, after a few minutes picture comes back.

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1 month ago

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XfinityThomasB

Official Employee

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1.5K Messages

user_vuzgjn appreciate the details! We support Facebook, Xfinity Forums, and Reddit so there may be a delay in response depending on current intake--please be patient with us as we receive hundreds to thousands of messages a day. Have you attempted to run a system refresh? It seems like the box might need to be refreshed, the refresh aims to ensure all the software is calibrated and signal levels are optimized. 

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.)
  2. Highlight the System Refresh tile, and press OK.
  3. 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.
  4. 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.
  5. The X1 Welcome screen will appear after the TV Box restarts.
  6. Once the System Refresh has been completed, your TV Box will return to live TV.
  7. 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.

 

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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1 month ago

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user_vuzgjn

3 Messages

How many times do I have to tell you?  I’ve tried a system refresh 4 times now, and the box blinked out again this morning!  The box is defective.  I need a replacement!  It’s been over a week since I let you know, and you still want me to try a refresh???

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1 month ago

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XfinityAngie

Official Employee

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1.4K Messages

 

user_vuzgjn, I would be happy to help. 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

Let me know if you have any questions.

 

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.tick

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1 month ago

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