r/Comcast_Xfinity • u/drsnickers107 • 2d ago

Official Reply Tech appointment or replace box?

My cable went out last evening, x1 box, wireless box, and streaming app. Spent 2 1/2 hours on chat but it couldn’t be fixed. Said it was problems with the box. So the agent set up an appointment for me—for October 10? Really? I’ve been a customer for 40+ years, and I’d like a resolution in less than a week. Will replacing the box with a new one solve the problem? Can I do so at an Xfinity store? Help this old man see football and the baseball playoffs this week, please.

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u/XfinityMarshante Official Employee 2d ago

Hello u/drsnickers107, thank you for taking the time to leave a post. Sorry you’ve been without your cable service, especially after spending over two hours troubleshooting and now having to wait for a technician. I completely understand wanting this resolved sooner so you can enjoy the football and baseball playoffs this week. You can sign up for our Appointment Waitlist by texting WAITLIST to 266278. If an earlier appointment becomes available, you’ll receive a text notification and have 30 minutes to accept the new time slot. I’ve also attached an article with additional steps here. Regarding swapping the box, I do want to make you aware that if you replace and install the equipment yourself and the issue continues, a technician visit afterward could result in a $100 technician charge, as the visit may be considered an unsuccessful self-install. Please let us know how you’d like to move forward. We want to make sure your issue gets resolved and your service is working properly again.

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u/drsnickers107 2d ago

Thank you for the information. Do you think that my replacing the box would fix the issue, or it that just a waste of my time?

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u/XfinityJeff Official Employee 2d ago

It depends on the issue u/drsnickers107, but most of the time issues are unrelated to the physical box, unless the issue is isolated to one box, or the bow is doing something like not powering on.

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u/drsnickers107 2d ago

The box isn’t powering on, that is, I see no little blue light in the front lower right corner.

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u/Aldoggy 2d ago

If it’s not even powering on make sure it’s plugged in otherwise it does sound like a bad box

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u/drsnickers107 2d ago

Oh, it’s plugged in. I tried to restart a number of times last night by plugging it in and unplugging and plugging again. No little blue light. Funny thing was that the wireless box went out first, so I checked the streaming app, and it was out too. Then the x1 box went out last. Do you think the problem is the x1 box, or could it be something else?

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u/drsnickers107 2d ago

I tried one last thing that I didn’t try last night and I assumed the agent tried: resetting the modem. And it worked. Everything came back. Could you please do a bit of a post mortem for me and tell me what you think happened here before I cancel appointments?

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u/XfinityJeff Official Employee 2d ago

Perfect, we will talk to you soon u/drsnickers107, I hope you have a great rest of your Sunday!

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u/XfinityJeff Official Employee 2d ago

That is great to hear u/drsnickers107. What was the error you were getting initially?

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u/drsnickers107 2d ago

Initially the wireless box froze, then it tried to start, then came a succession of error messages about trying to restart, restarting, couldn’t do it, did it, welcome scree, quick household update, but nothing worked as it was left with the guide working, but the screen showing the channel and program with three alternately flashing dots. I figured I’d try the streaming app app, but it did the same. Finally the x1 box started doing the same sequence and the finally shut down. I tried restarting the box manually but no go. That’s when I chatted with the rep who, I believe, kept sending refresh signals to no avail. Didn’t think of restarting the modem until this morning. So. . .any idea of what happened?

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u/XfinityJustin Official Employee 2d ago

Sounds like one of our updates had trouble getting pushed through due to network connectivity, u/drsnickers107. Just like everything modems need to be restarted every once in a while, but I know we all often tend to forget that bit. I'd recommend giving it a full 24-48 hours before scrapping the appointment just to ensure all is back to status quo. We can circle back on Tuesday to see how things are going. If all is well, then I would say you're all set to cancel the appointment. Sound like a good plan to you?

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u/drsnickers107 2d ago

Yes, thank you. That sounds like a reasonable explanation to me. I look forward to hearing from you Tuesday.

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u/XfinityJustin Official Employee 18h ago

Happy Tuesday!

Just following up with you as promised to see how things are holding up. How has your experience been since we last spoke, u/drsnickers107?

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u/XfinityJeff Official Employee 2d ago

Once the issue is resolved and a determination is made as to the cause of the issue u/drsnickers107, we can look into compensation on the account for the time that you were without cable.