This error may also appear as XRE-3007.
If this error occurs, the following message will be displayed: “STB is in suspended mode -This problem occurs when the account billing is delinquent and the outstanding bill must be paid.”
Note: The term “STB” refers to your TV Box.
If you think this message has been received in error, we apologize for the inconvenience. You may need to restart the TV box by following steps while the TV is on:
TV Boxes with a Power button:
- Press the Power button located on the front of your TV Box for two seconds.
- Release the button and wait two additional seconds.
- Press the Power button once more to turn your TV Box back on. Your service should come back on within a few minutes.
For TV Boxes without a Power button (includes XG1v4 DVR TV Boxes and Xi5/Xi6 Wireless TV Boxes):
- Unplug the TV Box for 10 seconds.
- Plug the TV Box back in.
The My Account app can also restart your TV box. For more information, see Restarting your Xfinity X1 TV box.
If you still have problems, please contact us using the method that is most convenient for you-chat with us online or call us to talk to a representative of Comcast.