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X1 System -- 2 tech visits --- STILL DOESN'T WORK

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Message 1 of 5
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My X1 system worked for 11 months - now it constantly freezes up .... jumps to other channels .... and produces countless error messages.   This occurs on both my main TV and a TV in my bedroom.   Techs have checked signal - it is strong.   With what I pay per month, I think they should be able to figure out why my system suddenly isn't working.  Last tech told me my box needed about 6 hours of updates.   After they did that --- it is STILL not working.

 

Very, very frustrated with this entire scenario.   I have FIOS at my other home and have never had issues like this.    Always got tech support over phone that fixed problems -- but not so with Comcast Xfinity X1.   

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Posted by
Gold Problem Solver

Message 2 of 5
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The signals might have been fine when the techs were there but the problem is still signal related.

Not sure where the "6 hours of updates" came from. I have never heard of anything like that.

Based on my previous experience, I am thinking that you have problems with the lines or the network leading up to your house. Comcast needs to send out a "line crew" to address those issues. A line crew is responsible for the lines and network leading up to your house.
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Message 3 of 5
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While the tech was checking the image of a 'strong signal' for my house  -- he watched my TV freeze at the same time -- so it had nothing to do with the problem occuring after he left.   When I asked about the 6 hours of updates that were not being sent to the box - he just shrugged and said it happens.   I then inquired if every update will continue to not be sent to my box - and he said probably.   Wouldn't you think he would have switched  out my box at that time??????

Posted by
Service Expert

Message 4 of 5
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Joyko wrote:

My X1 system worked for 11 months - now it constantly freezes up .... jumps to other channels .... and produces countless error messages.   This occurs on both my main TV and a TV in my bedroom.   Techs have checked signal - it is strong.   With what I pay per month, I think they should be able to figure out why my system suddenly isn't working.  Last tech told me my box needed about 6 hours of updates.   After they did that --- it is STILL not working.

 

Very, very frustrated with this entire scenario.   I have FIOS at my other home and have never had issues like this.    Always got tech support over phone that fixed problems -- but not so with Comcast Xfinity X1.  


I have escalated your issue to the Comcast Team available to these forums. Check back often for a reply in this thread or via Private Message from a Comcast Official Employee.




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Posted by
Official Employee

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Hi Joyko, I can assist you with getting your freezing issue resolved. It sounds like you may need to replace your cable box, to be sure I need to check a few things on my end. Can you please send me a private message with your full address and account number by clicking my name (ComcastAmir) and then clicking "private message me"? 




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