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I think the key here is that you said you are in an apartment. It is very likely that there are splitters that you don't know about somewhere in the building. Apartment buildings are notorious for having wiring that is not up to X1's stringent standards. Hopefully a tech will be able to remedy the situation.
Thats understandable. A friend of mine who stays in the se complex a few buildings over has X1 and she didnt have any issues with her install and shes had it for a couple years makes me wonder if thr people who lived there before her had the wiring fixed to be compatible to X1
People who live in apartments have mentiioned here how difficult it is to get the wiring done correctly for X1 requirements.
To help residents and emergency personnel stay connected during this time, Comcast is opening up Xfinity WiFi outdoor and SMB hotspots in these communities to anyone who needs them, including non-Xfinity Internet subscribers.
This will be starting at 4:00 PM ET on Monday, March 5, 2018, through Friday, March 16, 2018.
For more about these open Xfinity Hotspots see here.