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Xfinity Flex is an over-the-top, 4K streaming device offered by Comcast to its customers. It can work with a variety of streaming platforms and sets up users with thousands of hours’ worth of video content, including movies and TV shows. Xfinity Flex is available for an additional charge to Xfinity internet customers and brings forth an integrated and seamless entertainment experience that is quite memorable.

Owning an Xfinity Flex is a great thing but what do you do if it fails to work like it is supposed to? There is nothing to worry about. Our blog today discusses some of the most common problems with the Xfinity Flex service and ways to troubleshoot them successfully. Let us get to it!

Troubleshoot Common Xfinity Flex Problems

1. Xfinity Flex Does Not Turn On

Xfinity Flex is a device that should turn on whenever you need it to work. However, if there is a faulty cable or a loose connection, one of the very first things you are likely to encounter is the inability of the Flex to turn on. If this happens, there are a few things you can do:

  • Check the Xfinity Flex device is firmly plugged into a power outlet. If it is connected to a surge protector, ensure that the unit is turned on and functioning.
  • Try plugging your Xfinity Flex into a different power outlet. This would help if the current power socket is not working or its breaker is tripped.
  • Observe the power cord of your Xfinity Flex. If it’s ripped or damaged, it may not work properly and you may need a replacement cord or device.

If you try all these tricks and your Xfinity Flex refuses to turn on, it could be a problem with the device itself. In such cases, report the issue to Xfinity customer service and follow their instructions to receive a replacement.

2. Fails to Connect to a Wi-Fi Network

Flex entirely uses Xfinity internet to work. This means if it does not have communication to the internet, it will not work at all. Xfinity Flex can connect to the internet in both ways − wirelessly and through an Ethernet cable. Here is what you should do if your Xfinity Flex device fails to connect to the internet:

  • If connected wirelessly, ensure that the router and Xfinity Flex do not have too much distance or obstructions between them. Both can hamper the internet connection of the Flex device.
  • If connected wirelessly, try changing the network band on the router for a favorable connection. If you own an Xfinity xFi Gateway, all network bands are available simultaneously to connect to the best possible one at any given time.
  • If there is a greater distance between your router and Flex device, you may consider using an Ethernet cable instead of a wireless connection.

3. Frozen on Welcome Screen

If your Xfinity Flex is frozen on the welcome screen, there may be connection issues to the internet. Here are some of the things that you can do to troubleshoot:

  • Check the Flex connection with your router, especially if wirelessly connected. Ensure that it is within range of the Xfinity Wi-Fi network or that the Ethernet cable is plugged all the way inside the port
  • Attempt to restart your Flex device. Hold down the power button for ten seconds or unplug it from the power source to restart the system.
  • Restart your Gateway device. If you suspect there might be an issue with your internet network, try restarting your Wi-Fi Gateway. You can do this by holding down the WPS button on your router or modem device.

4. Frozen on a Black or Blue Screen with no Picture

If your Xfinity Flex device is stuck on a black or blue screen and not showing any pictures, there might be a problem with the Flex connection to your TV or hardware. Here is what you can do to fix it:

  • Check that all the cables are connected to functional power sockets and plugged into the TV all the way. Hand-tighten the cable connections to ensure that they are not loose.
  • Restart your Xfinity Flex as well as the TV it is attached to.
  • Confirm that the TV is set to the proper input settings.

5. Apps Fail to Load on the Home Screen

If apps fail to load on the Xfinity Flex, it is usually an internet connection issue. However, if the Flex is properly connected to the internet, there could be other things weighing down on the apps. Some of the things you can do to troubleshoot app issues on Flex are:

  • Check all the apps on your Flex screen. An app or two may be down due to a bug, maintenance, or software updates, but if multiple or all apps are failing to load it may be a problem with the Xfinity Flex software.
  • Try restarting Xfinity Flex. If there is a glitch or technical issue, it ought to get resolved through a restart.

6. Unresponsive or Passive Remote

If the Xfinity remote fails to work or doesn’t respond to commands, it could be because the batteries have run out. You may have to try replacing it with new batteries and try again. If the issue persists:

  • Try restarting Xfinity Flex, the Gateway device, or both. Sometimes a build-up of cache or other temporary storage files can lead to performance issues. If it is such a problem, restarting the devices would help get rid of it.
  • If nothing else works, you can contact Xfinity customer care for a replacement remote and reprogram it to get it working smoothly on your setup.

7. Reboot Your Xfinity Flex Service

If you think you have tried everything but your Xfinity Flex still is not working as you would like it to – there is still a way to salvage the day. Simply, reboot your Xfinity Flex device in a few simple steps.

  • Power on the device and hold down the WPS button for 10 to 15 seconds.
  • Wait until the LED light changes to Amber.
  • Disaster Recovery Image will launch. Flex will now update the firmware and reboot the system.

While the Xfinity Flex reboot does not affect your DVR recordings, all settings that you had customized to your liking are reset. Hence, once you reset and your problems get resolved, you should probably personalize your Flex as you like.

Troubleshoot Your Xfinity Flex Using the My Account App

You can also get instructions on how to troubleshoot your Xfinity Flex from the Xfinity My Account App. Here are some of the things you can do to achieve this.

  1. Open the My Account app on your phone and sign in with your Xfinity credentials
  2. Go to Services > Flex > Troubleshoot
  3. The App will walk you through restarting the device to try to help ease the problem
  4. If the issue does not resolve a request to manually reconnect the device is put in for you
  5. You can try manually resetting the device to reach a solution
  6. If nothing works, reach out to Xfinity customer service for information


A good Xfinity internet speed and connection usually means that your Xfinity Flex should be working like a dream. On the off chance that it does encounter a problem, there is usually an easy fix. Enjoy seamless entertainment with Xfinity Flex with thousands of hour's worth of on-demand content with any Xfinity internet plan!

If you feel your Xfinity Internet plan is no longer sufficient for the increased level of consumption in your household, it may be time for an upgrade. To learn about your upgrade options speak to Xfinity Customer Service at 844-207-8721

Frequently Asked Questions (FAQs)

1. Why is my Xfinity Flex not working?

If your Xfinity Flex is not working, it is usually due to an internet connection problem. Check if your Flex device is securely connected to your Gateway device before you restart the system. If the problem continues, check out our troubleshooting guide above.

Choose an Xfinity internet plan and also add Xfinity Flex. Call now 844-207-8721.

2. What is Xfinity Flex?

Xfinity Flex is an over-the-top, 4K streaming service that you can get with all Xfinity Internet plans. Enjoy smooth entertainment, courtesy of the high-speed broadband offered by Xfinity internet, and customize your streaming experience exactly how you want it.

Get Xfinity Internet today! Call now 844-207-8721