The Digital Customer Experience: Restarting Your Set-Top Box

One of the ways Comcast is working to provide the best customer experience is by investing in support options that make it possible to do business with us in ways that are easy, convenient and fit your schedule. There are times when customers may need to call us or stop at the local Xfinity Store or customer service center, and our dedicated teams in those locations are ready to help. Very often, however, customers can get what they need through the digital options we have created in recent years.

This is part of a series of stories about the self-service options now available to customers in the Keystone Region – options that bring results and save time. Moving forward, we’ll continue to profile additional ways to interact with us digitally.

Today, let’s look at troubleshooting your video service with the My Account app (mobile), My Account online (https://customer.xfinity.com) or an X1 set-top box.

What you’ll need: your Xfinity username and password (if you don’t already have one, get one at https://xfinity.com/getstarted); the free My Account app for iOS and Android devices.

Scenario: Your set-top box is not functioning normally. Assuming that nothing unusual has happened – your cable connections between the wall and your set-top box are tight, your remote batteries are working and your TV inputs haven’t been changed – you should always default to unplugging your set-top box for 10 seconds and then plugging it back in. Just as we know a reboot often is the solution to computer issues, this simple action re-sets your connection on any set-top box.

However, if you are among the growing number of customers using our innovative, cloud-based X1 operating system (most customers can upgrade to X1 at no cost), you can do this digitally in several ways:

• On mobile, launch the My Account app and select the TV icon at the bottom.
• Now select the set-top box in question (on this screen you can also choose to rename the box, for example “living room” or “game room”). Now select “System Refresh.”
• Now select “Refresh Now.” This will interrupt all video service and recordings for 10 minutes but will not delete any preferences, settings or recordings.
• Online at https://customer.xfinity.com, after logging in simply scroll down to the Services section of the page and select “X1 TV.”
• Now select the “Troubleshooting” link and then select “Continue.”
• Now select the “Refresh Now” link.
• On X1, if you do have a video signal to your TV, simply select the “A” key on your remote. Now select “Restart.”

Here we should point out one added convenience for those using the My Account app, and that is the option to have Comcast call you at an appointed time to help solve an issue.

If you select the TV icon at the bottom of the main screen and then select one of your set-top boxes only to find it is not connected, select the “troubleshoot” link. After your connections are checked, you will be prompted to describe the problem. Select “my box is acting strangely.” You will then be prompted to select a re-start and, if that does not solve the issue, then select among options that describe your issue in more detail. If that does not bring a resolution, you will be given the option to schedule a return call from Comcast at your convenience.