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user_hf8n53
1st Topic

Visitor

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2 Messages

Friday, August 1st, 2025

New XUMO TV box wants a PIN during setup

When setting up the new XUMO TV box, I get about one third of the way through the setup (I can see the progress bar in light blue at the top left of the TV screen) and a screen pops up right after I accept the Xfinity Privacy Policy:

=======================/

Confirm your PIN

Hello MY NAME (my name is correct on the screen)

Unless you've changed it, your PIN is the last four digits

of the primary phone number on your account

=====================/

And then there is a 4-digit entry area for the PIN.

I have never set a PIN on my account. It does not take the last 4 digits of the primary phone number. How do I get this to work? Who knows the PIN? Can somebody reset the PIN and tell me what it is? The XUMO setup will not complete if I choose "Skip and setup later". I cannot get a menu to come up where I can select Netflix, or Prime, etc., I cannot watch anything with the new XUMO box.

Question

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Updated 

10 days ago

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XfinityBenjaminM

Official Employee

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2.5K Messages

3 months ago

 

user_hf8n53 Hello! Thank you for reaching out. We have sent you a DM since we were already engaged with you there. 

 

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user_6b6729

Visitor

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2 Messages

2 months ago

I am also having this same issue

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XfinityNatalie

Official Employee

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389 Messages

Hi there, user_6b6729! Thanks for taking the time to post on our XFINITY Community Forum. I know the anticipation of excitement when you first start setting up your new XUMO box and it is never fun when you run into an error. You have reached the right place for assistance! I would like to confirm have you tried unplugging the power cord to power cycle the box again? Let me know if it still doesn't allow you to pass through the screen after resetting the box again. 

 

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2 months ago

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user_1jxcdy

Visitor

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1 Message

Same problem. Chat agent gave me a pin and it still doesn't work.

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28 days ago

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XfinityQuemekia

Official Employee

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637 Messages

Sorry to hear you're having issues with your pin @user_1jxcdy. To confirm, you've tried using the last four digits of the primary phone number associated with your account?

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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26 days ago

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user_ez1qfu

Visitor

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1 Message

25 days ago

Necesito ayuda yo también no me acepta los 4 dígitos de mi número de teléfono principal 

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user_9vx3w8

Visitor

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1 Message

12 days ago

I have the same problem. They swapped the Xumo box out several times with the same problem.   They are stumped and have no solution.  

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XfinityRay

Official Employee

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3.3K Messages

Greetings, @user_9vx3w8! I am glad to further help with the PIN code on the Xfinity Xumo Stream box. We want to get to the bottom of this. Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums 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

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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10 days ago

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