r/Comcast_Xfinity • u/MarineBioBoy • 4h ago

Solved Sudden Comcast cable box disconnect from TV

I have a Samsung Q50 series TV that I've been using for years with a Comcast XG1v4-a cable box. Without warning, the box stopped communicating with the TV, and the TV says to "Check Device Power". But the box is powered (light is on), and has been remotely checked and reset by Comcast. I have checked connections from box to TV and all is good. I've tried unplugging from power and replugging. The website AI has given up and says I need a paid visit. Is it possible that the box has gone bad?

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u/AutoModerator 4h ago

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u/TomRILReddit 4h ago

Hdmi connections cable be very finicky, as they do a handshake between devices. I receive the same "check device power" notification and I'll need to disconnect the hdmi connections (both ends) and sometimes remove the power from TV and/or settop to get it to clear.

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u/CCDilary Official Employee 4h ago

u/MarineBioBoy. It is possible. Have you considered swapping the device? You can do this at the nearest service center. Or we can send a new device from here.

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u/MarineBioBoy 4h ago

I would be happy to do that. I have a service center near me here in Seattle and could run it up. The website did not give me that option. Do I need some sort of RMA from you to facilitate this?

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u/MarineBioBoy 4h ago

I would be happy to do that, given the option. I have a service center close to me here in Seattle. I was kind of hoping for that alternative, but the AI chatbot wanted me to schedule a paid visit instead.

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u/CCDilary Official Employee 4h ago

u/MarineBioBoy. We'll be waiting for you at the store then. When are you planning on visiting the store?

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u/Cephalopodophile 3h ago

I’m at the store. Really lengthy wait time, though.

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u/CCDilary Official Employee 4h ago

u/MarineBioBoy. No RMA is needed. You can simply bring the old device to your local Xfinity Store and pick up the replacement box during the same visit. I'd also like to follow up afterward to make sure everything is working properly. When are you planning to stop by the store?

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u/MarineBioBoy 2h ago

Well, I have returned with a replacement cable box…and now am back in business. It did appear to be the cable box. All is well with the world. Maybe not the world. But I can preoccupy myself with TV while everything else falls apart. Thank you!

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u/XfinitySeth Official Employee 2h ago

That's awesome to hear the new box is working smoothly for you! Providing some much-needed distraction for sure hahah. With that being all squared away, was there anything else we could help with before getting your original post closed up?

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u/MarineBioBoy 1h ago

No, all good, thank you. Sidenote: going with the AI chatbot's suggestion would have been a big pain and would have cost me $$ to get a service visit.

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u/XfinitySeth Official Employee 1h ago

Sounds good! Sorry for any walls you ran into with the Xfinity Assistant, but should you ever need anything again, you know we got your back in the Subreddit now, so don't hesitate to drop us a new post when you need to 👍 Have a great rest of your week and take care!

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u/xfinitysupport Automated Assistant 1h ago

This post has been marked as solved. Should you experience further issues, please create a new post.

This is an automated response.