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TigerJr
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Rousing Reactor
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100 Messages

Friday, December 23rd, 2022 4:59 PM

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X1 4K DVR: requiring Internet: Why?

Hello,

This post is for a Comcast employee to please answer. I’ve had to order replacement for my X1 4K DVR again in less than 2 years since it won’t connect to my Comcast gateway we tried a system refresh and unplug the unit. It now gets stuck in a Welcome screens and swirly dot circle but never connects. 
so I’m without service since yesterday. 
My question is since it is plugged into the coaxial cable why does it require internet for the guide or normal channels to function or on demand to function properly?

I would figure it only needed internet access for my streaming apps. 
Thanks in advance for your assistance. 

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2 years ago

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ki1o

Contributor

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112 Messages

2 years ago

Are you talking about the xg1v4? That is the only 4k dvr I am aware of. I've had that dvr and it only requires a coaxial hookup. The box has an internal modem that does all the x1 stuff and connects to apps. No gateway required.

Also, all x1 boxes require internet access. X1 is useless without the internet. 

(edited)

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TigerJr

Contributor

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100 Messages

@ki1o​ yes that is the model I have and if it has an internal modem it has failed since my gig speed gateway is working fine. 
The technician asked me if my internet via my gateway was working and I told him yes since I researched the error code using WiFi and my browser. 
So his question made me think the X1 DVR pulls from my WiFi. 
I still don’t understand since the coaxial cable is required why the X1 also requires internet otherwise DVR box stops functioning entirely and all other room boxes are dependent on the DVR. 

2 years ago

0

ki1o

Contributor

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112 Messages

For all X1 boxes, when the internet goes out, you can't do anything on X1, none of the buttons on the remote will work with the box. Even playing a recording on the X1 hard-drive, it won't allow you to fast forward, stop etc... When it gets to the end of the recording, the box just freezes until the internet comes back up. 

Either the box is bad or you have a bad outlet where the box is plugged into. You can try switching the box to another outlet to see if that fixes it.

2 years ago

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TigerJr

Contributor

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100 Messages

@ki1o​ Thanks for the information and it highly likely the box since the wall cable connection also feeds my X-Fi Gateway and that is operating at full speed without any issues. 

2 years ago

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CCChe

Official Employee

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6.9K Messages

Hello @TigerJr. The information provided by @ki1o is correct. I wanted to check in to see if you'd like to try swapping the box to see if that helps? If so, we'd be happy to ship one to you, or you can pick one up at your local service center to save time with shipping. Let us know how you'd like to proceed. 

I no longer work for Comcast.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

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TigerJr

Contributor

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100 Messages

@XfinityChe​ hello,

I already ordered a replacement X1 4K DVR (XG1v4) on Thursday with priority shipping. It never shipped on Friday to arrive on Saturday like the original shipping communication. It seems to be stuck in Label Created status now and no ETA. 
I cannot go to the store I asked on Thursday since the Xfinity stores do not stock the X1 4K DVR model per Daniel in your technical support team. 
In addition your home service technicians don’t carry this model either. 
This is the second time in less than 2 years I had to replace it and according to your colleagues inventory of this model is limited to direct ship only. 

(edited)

2 years ago

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ki1o

Contributor

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112 Messages

2 years ago

I sent you a PM that should help you out if you have any future issues with your new box.

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