We’ve used Xfinity boxes for a long time and we’ve seen our fair share of issues. Sometimes the box just doesn’t want to work or the signal cuts in and out. This isn’t optimal for us when we want to sit down and watch TV.
We’ve spent quite a while looking online for solutions to this issue when it arises. We’ve also spent a lot of time troubleshooting the problem. Most of the time, it’s a simple fix and the box starts working again.
If you find yourself struggling to get your Xfinity box to work, you should just restart the Comcast cable box. If this doesn’t work, you would then need to factory reset it. You can opt to log into your Xfinity cable box app to restore default options as well. This is one of our favorite methods to use.
Below, we’ll go over some of the most common troubleshooting methods as well as some more complex ones. If you follow these tips, you’ll have your Comcast box up and running in no time.
Fixing Xfinity Box Not Working
1. Check For Power Light
The first thing you’re going to want to do is to check to see if the power light is on. If you aren’t getting a power light indication on your Xfinity/Comcast box, you should turn the TV on to see whether the box is really off or if it’s working and the LED is just not working.
If the box truly isn’t working, then you’re going to want to unplug the box and leave it unplugged for roughly 5 minutes. Plug it back in and see if it cycles back on as it should. If not, then you may have a bigger issue at hand.
Certain devices such as cable boxes can get stuck in limbo if they recently updated the firmware or other software responsible for powering them. Additionally, if you’ve experienced a power outage and the cable box was shut off, it could have static charge built up in it, so the box won’t run as it should.
This is why you should always power cycle (unplug and plug back in) the cable box if you’ve experienced an outage.
2. Verify Correct Input Source
Even though it may seem like a complex issue, it may not be. Sometimes things switch on televisions and buttons accidentally get pressed. If this happens, you may see something along the lines of “No Signal” on your television screen.
One simple way to check to see if you’ve accidentally pressed a button is to verify the correct input source on your television. If the input source isn’t correct, then you aren’t going to see your Xfinity box information show up. You may see your DVD player or another device instead.
If you have the wrong input selected, you can simply press the input button on your remote and choose the one linked to your Xfinity box. If none of the input selections show your Xfinity box, then you may need to take a look at your power cords, especially if you don’t see a light on the box. Ensure that they’re all plugged in and not loose or wiggly.
3. Make Sure The Remote Is Not The Issue
If you see that your Xfinity box has an LED on it and still doesn’t work, check your remote. If your remote is dead or has some other issue, it’s not going to send a signal to the Xfinity box, so it will look like the box is dead when it really isn’t.
First, check to see if your remote is dead by replacing the batteries in it. If you replace your batteries and your box is now working, then you know it was a dead remote and your Xfinity box is fine. If replacing the batteries doesn’t solve the issue and the light isn’t blinking on your remote, then you may have a different issue with the remote, which we’ve covered in one of our other tutorials.
If your remote is fine and your Xfinity box still isn’t working, it may be time to try some other troubleshooting methods.
4. Restart Your Xfinity Cable TV Box
Restarting any electronic device is a method that has worked for years. It works so often that it’s one of the first troubleshooting tips a professional will give you. All you’re doing is turning the cable box off and then back on.
This can help clear up an issue that may have happened through the provider or the cable box itself. Sometimes nobody really knows why it happens.
Restarting The Cable Box Through The Power Button
The first method we’re going to do is soft resetting the cable box. This is one of the simplest solutions and if it doesn’t work, you’ll work your way up to some more difficult and time-consuming methods.
Technically speaking, soft resetting the cable box is the same as unplugging and plugging it back in. To perform a soft reset without unplugging the cable box, you’ll just press the power button on the cable box and hold it for 10 seconds. The cable box should reset and turn itself back on at this point.
If you see that the LED still isn’t on, it means you still have no power to the box. Go back and make sure the cords are all plugged in and that you’re on the right input for your television. If you still can’t get the box to come on, go to the next method.
Restarting The Cable Box Using Device Settings
If you think that your cable box is just frozen somehow, you can attempt to reset it through its device settings. You can do this by performing the following steps:
- On the remote, press the Xfinity button
- Use the left and right arrows to navigate to Settings
- Press OK
- Navigate to device settings
- Press OK
- On the Settings menu click Restart
- A welcome screen will display and the box will restart
If you’re pressing buttons and nothing is showing up, this means that nothing is going on inside of your Xfinity box, and trying to use device settings won’t do anything.
Restarting The Cable Box Through The Help Menu
Unfortunately, if your cable box is inoperable, then you won’t be able to access the help menu. If you think your Xfinity box may be frozen, you can attempt to refresh it using the Xfinity remote. Here’s how to do it:
- Locate the A button on the Xfinity remote control and press it to access the Help Menu
- Select the Restart option
- You will not see a confirmation message
- Press OK and select Restart again
- Your cable box should now restart
Restarting vs Resetting
There are two primary ways you can fix your Xfinity cable box when it seems to not be working. This is either by restarting or resetting it. The difference between the two is that restarting it will simply refresh your system while preserving your stored data.
Resetting your cable box means that it’s going to erase everything you’ve stored on the box and restore it to factory settings. So you will lose all recorded data, settings, and anything else you’ve saved to the device after setting it up.
Resetting your cable box is the last resort option, especially if you have a lot of data stored on it. Once you get it back up and running again, you’re going to have to input all of the information you originally had when you first got the cable box.
Reset Your Xfinity Cable Box Using The Xfinity My Account App
The next method we’re going to try is resetting it through the device settings on the Xfinity My Account App. Since the box isn’t working, you can’t access the reset option through the system itself, so you’ll have to perform the factory reset from the app.
When you do this, you’ll lose anything stored in the box including movies or shows as well as pre-set settings.
To do this, you’re going to do the following:
- On your smart device, open the Xfinity My Account App
- Locate TV Option from the main screen
- Select your Xfinity cable box
- Choose Troubleshoot
- Choose System Refresh
Once you do this, your smartphone app will remotely reset the cable box and return it to its original settings by wiping it. If your box still isn’t working, you may have to contact customer service.
Resetting Your Xfinity Cable Box Using The Restore Default Option
If you don’t have the app or don’t want to use it to perform the factory rest, you can use the restore default option by performing the following actions:
- Press and hold the cable box power button until the light starts blinking green
- Press the Power and Menu buttons together on your remote to open the user settings
- Go to Restore Defaults
- Press the right button and click OK to begin the reset
If you did this and there was no change to your Xfinity cable box, you may need to consider reaching out to one of their customer service representatives. You can do this at any time if you don’t want to perform these troubleshooting techniques on your own.
5. Verify That Your Account Isn’t Past Due
If you’ve performed all of these troubleshooting tactics to no avail, then consider checking to ensure your account isn’t past due. It’s easy to forget to pay a bill when life gets crazy. We’ve done it and didn’t realize it until we went to use something and it didn’t work.
You can check your past due balance on the Xfinity My Account App or you can reach out to their billing department. They can assist you in making a payment and inform you of when your payment was due. Remember, missing a payment may result in late fees or reactivation fees.
6. Update Xfinity Cable Box Firmware
If your software is out of date, it won’t be able to keep up with the new features that Xfinity may have released. I’ve had the same issue with my Xfinity modem for my Internet, and it turned out to be a software update issue.
To update your Xfinity firmware, you will need to follow these steps:
- Log into your Xfinity account
- On the left side of the screen, click on My Account
- Next, clock on Update Profile
- Scroll down to Software Update
- Click on Update
- Once this is done, you will need to restart your box
- Unplug the power cord from the back of the box
- Wait for 30 seconds
- Plug the power cord back in
- Your Xfinity box should now be updated
7. Contact A Customer Support Technician
If all troubleshooting methods have failed, it’s definitely time to contact a customer support technician.
You can call 1-800-Comcast or 1-800-266-2278 during work hours and explain to the technician what’s happening with your Xfinity box. The technician may do a signal reset from their end to try to refresh your device. This can take several minutes.
If they can’t fix it from their end, they may send a new cable box to you due to faulty hardware. They may have a technician visit your home first to see if it’s a simple setup issue or something more.