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Netflix connection problems

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Frequent Visitor

Netflix connection problems

The last couple of days I have had problems with accessing Netflix via the X1 system. Netflix connects and I am able to watch for appx 10 minutes and then Netflix disconnects and goes back to live TV.  I reconnect and the same thing happens. I have tried resetting Netflix, resetting the X1 box, rebooting modem, rebooting router and nothing seems to work. I am able to watch Netflix via my Wii game console without a problem. Has something recenlty changed with the X1/Netflix interface?

Accepted Solution

Re: Netflix connection problems

For some unknown reason, I never received notice of these replies until today. I called customer service on the 6th and they suggested a tech come out. On Wednesday, the tech came out and did discover the filter and the use of an old connector at the drop across the street. Who knows how long it has been there. I have been here for 18 years and no mention of it all the times techs have been to my house for various other reasons. He replaced the connector, removed the filter and checked all the connections in the house to reduce the noise. So far so good.
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Service Expert

Re: Netflix connection problems


BJVoght wrote:

The last couple of days I have had problems with accessing Netflix via the X1 system. Netflix connects and I am able to watch for appx 10 minutes and then Netflix disconnects and goes back to live TV.  I reconnect and the same thing happens. I have tried resetting Netflix, resetting the X1 box, rebooting modem, rebooting router and nothing seems to work. I am able to watch Netflix via my Wii game console without a problem. Has something recenlty changed with the X1/Netflix interface?


the device you are using needs internet access which is supplied either by an internal modem in that x1 set top box or by using the internet from an Xg2 or xg1 device in the home. What is the model number of the set top box giving you the problem? If you have more than one X1 set top box, try Netflix on each. Is the problem on all of your devices?




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Official Employee

Re: Netflix connection problems

Looks like you have a high pass filter on your drop. It's placed there by the maintainance team because you have ingress (noise/interference) in your house, that's bad enough that it's affecting you and your neighbors.

You probably noticed internet speed issues on top of the Netflix issues. You need to get a tech out.


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Official Employee

Re: Netflix connection problems

I've escalated it up to a colleague to help you schedule a tech.

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Official Employee

Re: Netflix connection problems

Thanks for sending this over, ComcastAndrew.

 

Hello BJVoght. We're sorry your experience signal issues. I can assist in getting a technician visit scheduled. For account security and verification, please send me a private message and include your full name, service address, and account number so I can assist you. 


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Frequent Visitor

Re: Netflix connection problems

For some unknown reason, I never received notice of these replies until today. I called customer service on the 6th and they suggested a tech come out. On Wednesday, the tech came out and did discover the filter and the use of an old connector at the drop across the street. Who knows how long it has been there. I have been here for 18 years and no mention of it all the times techs have been to my house for various other reasons. He replaced the connector, removed the filter and checked all the connections in the house to reduce the noise. So far so good.
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