Is your box turned On now, Kimberly? - Comcast
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Problem: cable box/dvr seems to spontaneously reboot daily.
user Kimberley_ has entered room
Kimberley(Tue Dec 01 2009 20:07:48 GMT-0500 (Eastern Standard Time))>
cable box/dvr seems to spontaneously reboot daily.
analyst Sherry has entered room
Sherry(Tue Dec 01 2009 20:32:18 GMT-0500 (Eastern Standard Time))>
Hello Kimberley_, Thank you for contacting Comcast Live Chat Support. My name is Sherry. Please give me one moment to review your information.
How are you?
Kimberley_(Tue Dec 01 2009 20:32:13 GMT-0500 (Eastern Standard Time))>
I'm well! How are you?
Sherry(Tue Dec 01 2009 20:33:24 GMT-0500 (Eastern Standard Time))>
That is great to know. I am doing fine, thanks for asking.
analyst Sherry has been temporarily disconnected. Please wait while the analyst attempts to reconnect.
Sherry(Tue Dec 01 2009 20:33:54 GMT-0500 (Eastern Standard Time))>
I see that you have an issue with your cable box. I apologize for the inconvenience this might cause you. I can certainly help you with this concern today to the best of my ability, Kimberly.
Kimberley_(Tue Dec 01 2009 20:34:20 GMT-0500 (Eastern Standard Time))>
thank you! I noticed a week or so ago when I got home from work that the cable box was off - it wasn't displaying the time
I thought that was odd, but it turned on right away when I pressed the power button on the remote
but a few times since, I have been watching tv and the screen goes blank, and the time display turns into 8888
and the cable comes back quickly, but the guide/info says "to be announced" for several minutes
I take this to mean the box has rebooted
Sherry(Tue Dec 01 2009 20:36:24 GMT-0500 (Eastern Standard Time))>
Thank you for sharing this with me, Kimberley.
Are you able to access the channels now?
Kimberley_(Tue Dec 01 2009 20:36:25 GMT-0500 (Eastern Standard Time))>
I am
I'm just troubled that the box seems to spontaneously reboot often
it seems to do it when recording shows, as well. I get lots of shows on the dvr that are interrupted during recording.
Sherry(Tue Dec 01 2009 20:39:40 GMT-0500 (Eastern Standard Time))>
I see. If you want, Kimberley, I can send an update to your box now.
Kimberley_(Tue Dec 01 2009 20:40:23 GMT-0500 (Eastern Standard Time))>
what will that do?
Sherry(Tue Dec 01 2009 20:42:12 GMT-0500 (Eastern Standard Time))>
You just need to turn On your box. The update will take at most 45 minutes to completely load. Please do not turn off your box during this period.
Kimberley_(Tue Dec 01 2009 20:42:19 GMT-0500 (Eastern Standard Time))>
what will the update do?
Sherry(Tue Dec 01 2009 20:44:01 GMT-0500 (Eastern Standard Time))>
The update will enable your box to reload the box setting. After sending of the update, you will not experience the same problem again.
Kimberley_(Tue Dec 01 2009 20:44:02 GMT-0500 (Eastern Standard Time))>
ok
Sherry(Tue Dec 01 2009 20:45:02 GMT-0500 (Eastern Standard Time))>
Shall I send the update now?
Kimberley_(Tue Dec 01 2009 20:44:54 GMT-0500 (Eastern Standard Time))>
sure.
Sherry(Tue Dec 01 2009 20:47:43 GMT-0500 (Eastern Standard Time))>
Is your box turned On now, Kimberly?
Kimberley_(Tue Dec 01 2009 20:47:46 GMT-0500 (Eastern Standard Time))>
it is.
Sherry(Tue Dec 01 2009 20:49:00 GMT-0500 (Eastern Standard Time))>
Please give me a minute to process this.
Kimberley_(Tue Dec 01 2009 20:48:53 GMT-0500 (Eastern Standard Time))>
ok
Sherry(Tue Dec 01 2009 20:50:16 GMT-0500 (Eastern Standard Time))>
I already sent the update, Kimberly.
Kimberley_(Tue Dec 01 2009 20:50:11 GMT-0500 (Eastern Standard Time))>
ok
Kimberley_(Tue Dec 01 2009 20:50:37 GMT-0500 (Eastern Standard Time))>
is there any way for me to tell I am receiving it?
Sherry(Tue Dec 01 2009 20:52:20 GMT-0500 (Eastern Standard Time))>
You will not be notified with this but after 45 minutes, you will be able to see the results, Kimberley.
Kimberley_(Tue Dec 01 2009 20:52:35 GMT-0500 (Eastern Standard Time))>
what results will I see?
Sherry(Tue Dec 01 2009 20:54:52 GMT-0500 (Eastern Standard Time))>
After 45 minutes, you will not experience the same issue with your box. Your box will not auto-reboot anymore and you will not be having issue with your recording. We already update the box setting, we just need to wait for the update to fully load.
Kimberley_(Tue Dec 01 2009 20:55:05 GMT-0500 (Eastern Standard Time))>
ok
thank you
Sherry(Tue Dec 01 2009 20:55:51 GMT-0500 (Eastern Standard Time))>
You are welcome
Sherry(Tue Dec 01 2009 20:55:52 GMT-0500 (Eastern Standard Time))>
Do you have other cable-related issues or concern that I can help you with today? I will be glad to assist you further.
Kimberley_(Tue Dec 01 2009 20:55:49 GMT-0500 (Eastern Standard Time))>
no, thanks
Kimberley_(Tue Dec 01 2009 20:56:02 GMT-0500 (Eastern Standard Time))>
thank you for your help.
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Problem: cable box/dvr seems to spontaneously reboot daily.
user Kimberley_ has entered room
Kimberley(Tue Dec 01 2009 20:07:48 GMT-0500 (Eastern Standard Time))>
cable box/dvr seems to spontaneously reboot daily.
analyst Sherry has entered room
Sherry(Tue Dec 01 2009 20:32:18 GMT-0500 (Eastern Standard Time))>
Hello Kimberley_, Thank you for contacting Comcast Live Chat Support. My name is Sherry. Please give me one moment to review your information.
How are you?
Kimberley_(Tue Dec 01 2009 20:32:13 GMT-0500 (Eastern Standard Time))>
I'm well! How are you?
Sherry(Tue Dec 01 2009 20:33:24 GMT-0500 (Eastern Standard Time))>
That is great to know. I am doing fine, thanks for asking.
analyst Sherry has been temporarily disconnected. Please wait while the analyst attempts to reconnect.
Sherry(Tue Dec 01 2009 20:33:54 GMT-0500 (Eastern Standard Time))>
I see that you have an issue with your cable box. I apologize for the inconvenience this might cause you. I can certainly help you with this concern today to the best of my ability, Kimberly.
Kimberley_(Tue Dec 01 2009 20:34:20 GMT-0500 (Eastern Standard Time))>
thank you! I noticed a week or so ago when I got home from work that the cable box was off - it wasn't displaying the time
I thought that was odd, but it turned on right away when I pressed the power button on the remote
but a few times since, I have been watching tv and the screen goes blank, and the time display turns into 8888
and the cable comes back quickly, but the guide/info says "to be announced" for several minutes
I take this to mean the box has rebooted
Sherry(Tue Dec 01 2009 20:36:24 GMT-0500 (Eastern Standard Time))>
Thank you for sharing this with me, Kimberley.
Are you able to access the channels now?
Kimberley_(Tue Dec 01 2009 20:36:25 GMT-0500 (Eastern Standard Time))>
I am
I'm just troubled that the box seems to spontaneously reboot often
it seems to do it when recording shows, as well. I get lots of shows on the dvr that are interrupted during recording.
Sherry(Tue Dec 01 2009 20:39:40 GMT-0500 (Eastern Standard Time))>
I see. If you want, Kimberley, I can send an update to your box now.
Kimberley_(Tue Dec 01 2009 20:40:23 GMT-0500 (Eastern Standard Time))>
what will that do?
Sherry(Tue Dec 01 2009 20:42:12 GMT-0500 (Eastern Standard Time))>
You just need to turn On your box. The update will take at most 45 minutes to completely load. Please do not turn off your box during this period.
Kimberley_(Tue Dec 01 2009 20:42:19 GMT-0500 (Eastern Standard Time))>
what will the update do?
Sherry(Tue Dec 01 2009 20:44:01 GMT-0500 (Eastern Standard Time))>
The update will enable your box to reload the box setting. After sending of the update, you will not experience the same problem again.
Kimberley_(Tue Dec 01 2009 20:44:02 GMT-0500 (Eastern Standard Time))>
ok
Sherry(Tue Dec 01 2009 20:45:02 GMT-0500 (Eastern Standard Time))>
Shall I send the update now?
Kimberley_(Tue Dec 01 2009 20:44:54 GMT-0500 (Eastern Standard Time))>
sure.
Sherry(Tue Dec 01 2009 20:47:43 GMT-0500 (Eastern Standard Time))>
Is your box turned On now, Kimberly?
Kimberley_(Tue Dec 01 2009 20:47:46 GMT-0500 (Eastern Standard Time))>
it is.
Sherry(Tue Dec 01 2009 20:49:00 GMT-0500 (Eastern Standard Time))>
Please give me a minute to process this.
Kimberley_(Tue Dec 01 2009 20:48:53 GMT-0500 (Eastern Standard Time))>
ok
Sherry(Tue Dec 01 2009 20:50:16 GMT-0500 (Eastern Standard Time))>
I already sent the update, Kimberly.
Kimberley_(Tue Dec 01 2009 20:50:11 GMT-0500 (Eastern Standard Time))>
ok
Kimberley_(Tue Dec 01 2009 20:50:37 GMT-0500 (Eastern Standard Time))>
is there any way for me to tell I am receiving it?
Sherry(Tue Dec 01 2009 20:52:20 GMT-0500 (Eastern Standard Time))>
You will not be notified with this but after 45 minutes, you will be able to see the results, Kimberley.
Kimberley_(Tue Dec 01 2009 20:52:35 GMT-0500 (Eastern Standard Time))>
what results will I see?
Sherry(Tue Dec 01 2009 20:54:52 GMT-0500 (Eastern Standard Time))>
After 45 minutes, you will not experience the same issue with your box. Your box will not auto-reboot anymore and you will not be having issue with your recording. We already update the box setting, we just need to wait for the update to fully load.
Kimberley_(Tue Dec 01 2009 20:55:05 GMT-0500 (Eastern Standard Time))>
ok
thank you
Sherry(Tue Dec 01 2009 20:55:51 GMT-0500 (Eastern Standard Time))>
You are welcome
Sherry(Tue Dec 01 2009 20:55:52 GMT-0500 (Eastern Standard Time))>
Do you have other cable-related issues or concern that I can help you with today? I will be glad to assist you further.
Kimberley_(Tue Dec 01 2009 20:55:49 GMT-0500 (Eastern Standard Time))>
no, thanks
Kimberley_(Tue Dec 01 2009 20:56:02 GMT-0500 (Eastern Standard Time))>
thank you for your help.
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