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X1 TV box issues

Frequent Visitor

X1 TV box issues

Received new X1 DVR and 2 tv boxes. DVR works. Can't get either TV box to work. Spent hours on phone with Comcast. Have rebooted multiple times. One box can connect to DVR, ON Demand and Netflix but not live tv. The other box just says "something is not quite right." Comcast not coming until Friday. Any suggestions of what else to try?
Service Expert

Re: X1 TV box issues


Kathy_V wrote:
Received new X1 DVR and 2 tv boxes. DVR works. Can't get either TV box to work. Spent hours on phone with Comcast. Have rebooted multiple times. One box can connect to DVR, ON Demand and Netflix but not live tv. The other box just says "something is not quite right." Comcast not coming until Friday. Any suggestions of what else to try?

were you on direct tv or other satellite provider? (thinking splitters may not be passing the signals. If you put the DVR on the other outlets does it work on each?




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Frequent Visitor

Re: X1 TV box issues

We were already Comcast. Just upgrading 5 year old boxes.
Service Expert

Re: X1 TV box issues


Kathy_V wrote:
We were already Comcast. Just upgrading 5 year old boxes.

do you have the inside wiring plan by chance? anyone available that can check your wiring layout and splitters etc? The X1 set top boxes have to communicate using the coax wire in your home. 




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Frequent Visitor

Re: X1 TV box issues

Guess I will wait for Comcast to come out if that's the only solution. Thanks
Service Expert

Re: X1 TV box issues


Kathy_V wrote:
Guess I will wait for Comcast to come out if that's the only solution. Thanks

Comcast employees say you can add the inside wiring (call 800-Comcast) and keep it for 60 days before cancelling (at least) so no charges. I have it year round for peace of mind.




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Official Employee

Re: X1 TV box issues

Hello, and thank you for reaching out to us. I would be happy to assist you from here. Can you verify your account information with me? I would need your phone number, full name, and service address. You can private message me by clicking my name and clicking private message. Thank you


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Frequent Visitor

Re: X1 TV box issues

I don't know if you were able to do something since I just saw your message but this morning, everything is working. So thank you if you helped make it all work.
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Re: X1 TV box issues

Ugh. The power happened to go out after my post and now we are back to where the DVR is working fine but other two boxes aren't working. And the one that could do everything but live tv now can't do anything. Does this still sound like a line issue if everything worked just fine for a while?
Official Employee

Re: X1 TV box issues

The boxes not communicating is an interior issue. The setup that you had for your previous boxes may not work for the X1 platform. Can you give a breakdown on what's in your house, splitter, amps etc

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Frequent Visitor

Re: X1 TV box issues

Sorry, I don't know any of those technical details (although we do not have an amp) but the DVR and all the set top boxes were working perfectly this morning so they must be able to communicate and then the power went out. When power was restored, only the DVR worked.
Official Employee

Re: X1 TV box issues

Something to try unplug all boxes, plug in the dvr, let it boot to live tv and then plug in the others.

Just an FYI, your dvr is way out of spec and unrelated to the X1, your modem is barely in spec. If this continues, you'll probably need a tech out. Like I said above, what worked for the old boxes may not work for X1

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Frequent Visitor

Re: X1 TV box issues

I will try your suggestion but I don't understand- these are brand new router, DVR and set top boxes that were shipped last week. How can they be out of spec?
Gold Problem Solver

Re: X1 TV box issues

Out of spec means the signals coming and going from the devices is inadequate.

As Andrew has been trying to tell you, X1 boxes are extremely signal sensitive and something in your situation is not working well enough for X1.

Probably a good idea to have Comcast send a tech out.
Official Employee

Re: X1 TV box issues

They're out of spec possibly because of what you have in your house, splitters, amps etc. It could be something outside too, but your boxes not communicating is 100% in house

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Official Employee

Re: X1 TV box issues

Hello all, there is a technician coming out and I will be following up to see what was found. 


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Official Employee

Re: X1 TV box issues

Hello Kathy, I wanted to follow up with you and see how your tech visit went. 


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