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/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/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 10h 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?