If you have a disconnected or inactive Comcast Xfinity set-top box, there are several steps you can take to remedy the issue. First, make sure that it’s not a specific hardware issue on your end – e.g. the power cord isn’t plugged in or HDMI isn’t connected.
Once everything appears to be fully connected, it’s time for trial and error. Whether your television screen is completely blank, stuck on a connecting or loading screen, or presenting an error code, at least one of the options below should be able to rectify the problem.
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Restart the Box
Try to quickly restart the specific set-top box that’s giving you problems. All you need to do is reach in the back of the box to pull out the power cord and shut it off. Wait a minimum of 10 seconds, then plug the power cord back into the box. Ensure your TV is still on and give the set-top box a few minutes to boot back up.
Note: While this is obviously one of the fastest potential solutions, don’t get discouraged if it doesn’t solve anything. If the problem lies with a connection to your Comcast service, sometimes repairing that requires more than a quick fix. But since this only takes about 15 seconds of your time, it’s always worth a shot. You might be pleasantly surprised.
Use Comcast’s My Account App to Troubleshoot
For a company that people really love to hate, Comcast seriously has a fantastic mobile app. The My Account app has several troubleshooting features that can even repair a set-top box remotely without talking to a support assistant or requiring any work on your end at all.
If you have your online account set up with Comcast, do try downloading the free My Account app for iOS or Android. Choose the set-top box within your home that’s causing you trouble. Then pick one of a few different solution options.
Choose Troubleshooting to answer a few questions about the problem and have Comcast try to solve it for you over the air.
Choose Restart the Device to restart the device remotely. (You may have already done this if you unplugged the box and plugged it back in.)
Choose Common Problems & Solutions for Xfinity tutorials and troubleshooting guides. Use the search tool to get specific.
We’ve already written a pretty thorough guide on the steps you can take via Comcast’s My Account app to solve more general issues than this. Take a look at that for more details.
Call Support and Ask to Refresh Signal
Comcast’s customer service number is 1–800-XFINITY, or 1–800–934–6489. Give them a call for help, but here are some important details you need to know.
First, have some information ready to verify your identity. A support assistant will probably ask you for your full name, phone number associated with your Comcast account and the last four digits of the primary account holder’s social security number.
Second, Comcast representatives can often take their sweet time on the phone running through all possible scenarios. Let me save you some time. If there is an RDK error code on your TV screen, read it to them right away. If the error message clearly states that your set-top box is inactive (and you know you’re still paying for it) just ask right away to refresh the signal to that box. This should fix the problem, though you’ll have to provide the serial number located on the back.
Request New Box
If all else fails, perhaps the lifespan of that set-top box has reached its end. While you’re chatting with support — 1–800–934–6489 — just request a new set-top box.
As long as you’re paying for Comcast services and the representative on the phone believes it’s a technical error, they should have no problem shipping you out a new box for free. However, this is the slowest way to repair your problem as it might take days or a couple of weeks to arrive.