Xfinity Set Top Boxes Network Connection Troubleshooting

This document is a guideline for troubleshooting the Xfinity Set Top Box (box) if it’s not loading past the “Welcome Connecting to your entertainment” loading screen or if it is not connecting to the internet, and it was connected wirelessly.

Method 1: Power-cycling:

1. Unplug the Xfinity set top box from its power source. Wait 5-15 seconds, plug it back it. Let the box start up again.

If power cycling did not fix the issue:

Method 2: Reset the box’s network settings:

1. Press the button located on the bottom of the box (the button is indicated by two arrows pointing at each other. It should be above the box’s details/MAC and serial label).
2. A message will pop up, asking if you want to reset the network settings. Select ‘Confirm’ using the remote or by pressing the button on the bottom of the box again.
3. The screen will then prompt you to reset the Wifi modem/router. Instead, power cycle the box. 
   1. Wait 5-10 seconds before plugging the power source back in.
4. Once the box starts up again, it should display a screen prompting you to connect to a network.
5. From there, you can reconnect the box to Ulink. 

However, if resetting the box’s wifi settings does not prompt you to connect to a new network and returns to the “Welcome Connecting to your entertainment” screen:

Method 3: Wait for the box to time out

1. After 10-15 minutes of loading on the “Welcome Connecting to your entertainment” screen, the box will fail to reconnect to the wireless network (Ulink). 
   1. It will show a Network issue screen, prompting you to connect the box to a new wireless network
2. From there, you should be able to reconnect the box to Ulink.

If none of these methods work, or if you have questions, comments, or concerns, please contact UTV or Campus IT Help desk (at 801-581-4000 or [e-mail])