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X1 in an older apartment

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Frequent Visitor

X1 in an older apartment

I've tried to get X1 a couple of times in the past.  Actually installed it twice, but had nothing but problems with it and went back to my old cable boxes.  I was told that there were issues in some older buildings for one reason or another, but I've never had issues with my regular cable or my cable modem.  I'm on the 150 tier and get very good speeds, so the signal for that at least is fine.

 

Can anyone tell me if X1 will now work in a place like mine?  The cabling was put in during construction in the early 80's.  As I've mentioned, all other services work fine.

Accepted Solution

Re: Need help. Installing X1 boxes did not work and now my internet is gone

I wanted to let you know that the technician came out today. There were some problems with the way the last tech (several years ago) may have wired things.  After about 2 hours and the visit of another technician, the guys were able to get everything up and running, including X1.

 

I'm enjoying it quite a bit!

 

Thanks for all of your help.

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Service Expert

Re: X1 in an older apartment

have you subscribed to the inside wiring plan? if so set up a visit to get your levels of signal up to par.





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Official Employee

Re: X1 in an older apartment

Rustyben, The service protection plan doesn’t cover apartments.

And because you’ll ask
From
https://www.xfinity.com/support/articles/service-protection-plan
Customers who reside in a multi-dwelling unit should Contact Us (https://www.xfinity.com/support/contact-us/) to determine their eligibility for the Service Protection Plan.

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Official Employee

Re: X1 in an older apartment

Threshertg, what were the problems? It doesn’t hurt to try again. Just going off your modem levels you should be fine

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Frequent Visitor

Re: X1 in an older apartment

I could never get the secondary boxes to work.

Official Employee

Re: X1 in an older apartment

Check to see if there are wireless secondary boxes available in your market, eliminating cable issues for secondary boxes.

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Official Employee

Re: X1 in an older apartment

I’ve escalated up to a colleague to check on Xi5 availability for you.

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Re: X1 in an older apartment

Thanks!

Official Employee

Re: X1 in an older apartment

 

Hello threshertg, I looked at some stores near you and I don't show that they have the Xi5 available to you at this time. I can schedule a tech to come out and swap out your equipment for more companion boxes that will work or you can go into a local Comcast service center and pick up new one there. Please let me know how you would like to proceed. 


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Re: X1 in an older apartment

Would I need to bring my boxes with me or would they let me try the new ones and bring the old ones back?  If they don't work, I don't want to go through the pain of having to go through all that again.

Official Employee

Re: X1 in an older apartment

You can go in without your current cable boxes and they will still give you new ones, you would just need to turn in the old equipment within 5-7 days so that you're not charged for having them on your account. You can also take the equipment in and they will swap them for you as well, if they don't work then we can have a tech come out and take care of this for you. 


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Frequent Visitor

Re: X1 in an older apartment

I really appreciate it.  I'll give it another shot.

Frequent Visitor

Need help. Installing X1 boxes did not work and now my internet is gone

A few days ago, I asked about getting X1 in an older building.  After a few comments, I figured it was worth a shot.

Link to earlier conversation

 

I went by and picked up the boxes today.  One main box and 2 secondary.  I replaced my old primary box with the new one.  That worked fine.

 

Connected the first secondary box up.  It took a lot longer to get done, but it finally set up and was working.  

 

I set up the second secondary box up.  It would not connect and gave me a message to that affect. In the meantime the first secondary box had siezed.  Picture froze.  Then a few minutes later, it gave a message that it could not connect.  I tried rebooting, same thing.  It would work for a little while, then freeze.  But that's not the worst of it.  Now my cable modem is down.  I am not getting the connected symbol and I cannot use the internet.

 

So, to summarize:  Main box was fine, the secondary boxes wouldn't stay or get connected, and now my internet is down.  This is either a heck of a coincidence or one caused the other.  Anyway, I replaced my boxes with the old boxes, unplugged and re-plugged in the modem, but it still wouldn't connect.  I did this a couple of times, still no luck.  

 

I checked online, there are no outages in the area, so the problems seems localized to me.  I called Customer Support, I apologize for saying this, but the first guy I talked to sounded stoned and I could not seem to get him to understand that other than trying unplugging and plugging my modem in, nothing had changed with that box.  Service was working, then it was not working.  I gave up on him, called back, got someone who was a little more helpful (very nice young lady), but she wasn't able to help either.  She set up an appointment to have someone come by tomorrow.

 

Really, all I want is to go back to what I had.  Old cable boxes and get my modem connected again.  Nothing other than the cable box swap occurred and now all my services are down.  I just want to reactivate my old boxes, get my internet back up, and act like this never happened.  It seems like it should be a simple matter, at least for the cable boxes.  As for the internet and phone, I have no idea what to do with those.

Official Employee

Re: Need help. Installing X1 boxes did not work and now my internet is gone

On your modem, are all your lights on/solid?

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Frequent Visitor

Re: Need help. Installing X1 boxes did not work and now my internet is gone

No.  I get a solid power, blinking upstream/downstream, and solid wifi.

Frequent Visitor

Re: Need help. Installing X1 boxes did not work and now my internet is gone

To add, I tried an automated reconnect and the online assistance tried several times.  She could not see it on the network at all.

Official Employee

Re: Need help. Installing X1 boxes did not work and now my internet is gone

 

Hi threshertg, I can assist you with getting your equipment activated and working properly. Can you please send me a private message with your full name, street address, and account number by clicking on my name (ComcastAmir) and then "private message me"?


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Frequent Visitor

Re: Need help. Installing X1 boxes did not work and now my internet is gone

I wanted to let you know that the technician came out today. There were some problems with the way the last tech (several years ago) may have wired things.  After about 2 hours and the visit of another technician, the guys were able to get everything up and running, including X1.

 

I'm enjoying it quite a bit!

 

Thanks for all of your help.

Official Employee

Re: Need help. Installing X1 boxes did not work and now my internet is gone


wrote:

I wanted to let you know that the technician came out today. There were some problems with the way the last tech (several years ago) may have wired things.  After about 2 hours and the visit of another technician, the guys were able to get everything up and running, including X1.

 

I'm enjoying it quite a bit!

 

Thanks for all of your help.


Good to hear we finally got the right tech out for you. Enjoy!!


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