Contributor
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59 Messages
Music Identification Works then stops working Three X1 Boxes do same
I have an X1 box that has the feature MUSIC IDENTIFICATION. Used that feature for several months. However about 4 months ago it stopped working when I ask it the name of the song I get the message: "Sorry your TV Box does not support music identification." "Please try using the feature on another TV box." I reset and refreshed the box. Same result. Called Tech support they did the same and then sent out at Tech. The tech had no idea why it did that so he installed a new X1 box. It immediately worked. It worked for a few weeks then stopped woking and gives the same message. I Called tech support, reset and refreshed box still did not work. They sent out a Tech, I mentioned to them to be sure he brings a new box incase he cant fix the issue. They said they would. The tech came out could not fix the issue and DID NOT have a new box with him. He ordered one over the phone and They sent me a new box which I received in a few days. Total waste of my time and the Tech who came here. I installed it and it worked fine for about 4 days then gave the same message.... So now I have had 3 X1 boxes that continue to not do music identification for more than a few days after it is installed. Also using the voice commands on the remote works fine. I have three remotes and they all work fine. I have spent vitally hours on the phone being transferred, disconnected and starting over again trying to get this resolved. The other day I was transferred again to a higher level of support. His name was Chris. He was not familiar with the issue however he said it would most likely fix itself in 24 hours. I told him based on my experience I doubt that. He said he would send a report up the chain for someone to look at. I asked him would he email me to confirm? He said he cant do that. I asked him how will I know the status of the issue. He indicated there is no way for that to happen.
Anyone have a solution??????
Accepted Solution
rlee131
Contributor
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59 Messages
1 y ago
I am posting this for anyone who has had this issue. I have had many try to solve the issue and many xfinity techs support etc unable to. I wrote a email to the Vice President of Xfinity and got a response from his office within an hour. Below is the response so at least now I feel I got to someone who understands and is looking into the issue Here is the response to my email:
Dear Mr. Lee,
Thank you for reaching out to The Office of Tom Karinshak. My name is Jose and I will be assisting with your music identification issues. I understand that you have worked with multiple agents and technicians to resolve this concern and apologize for the delay in a resolution. As a customer since 1983, I want to thank you for your commitment to Xfinity and ensure that we are working to resolve your service issue as fast as possible.
While we can always send a technician with a new box, I believe this issue may be unrelated to your equipment. While attempting to use the function on my own cable boxes, I had the same issue. This makes me believe that the issue is on the back end with the software and that our engineers should be the one to address this issue.
With that said, I have escalated your concern to our Regional Executive Team who are the experts and are able to properly address this issue. Your ticket number is ESL04051708 and I added your mobile phone number as the primary contact. If you prefer a different contact method, please reply directly to this email and we will promptly update your ticket. At this time, the response time for the tickets is 30+ business days, though our engineering team should already be tracking this issue since other customers have also reported it. This ticket is simply to ensure that the team knows the issue is still ongoing.
I appreciate your time and for bringing this concern to our attention. An Executive Specialist should reach out to you within 30 business days and will be your point of contact going forward. If you don’t hear from them within the allotted timeframe, you are always welcome to reply to this email for an inquiry. Thank you again and have a good day.
Sincerely,
Jose C.
The Office of Tom Karinshak
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XfinityAnthonyT
Official Employee
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499 Messages
1 y ago
Hey there @rlee131 I would be happy to look into this for you. Can you send me a peer to peer message with your name and service address so that I can get into your account and see what is going on?
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user_387185
Visitor
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10 Messages
1 y ago
Mine quit before Memorial Day. I’ve called over thirty times since then for this and other issues. Three tech visits, the last techs didn’t even know about the music I’d feature. You can’t make this stuff up. Techs left last night, problems are back this morning. I can’t wait until these people get some competition
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eccatlanta
Frequent Visitor
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12 Messages
1 y ago
It's ridiculous that Xfinity's own customer service people don't know the features their own company offers when using their remotes!!! Even more ridiculous is once you get your issue (music recognition) escalated to someone within Corporate Escaltions team assigned to resolve your issue, they don't even know the feature exists!!! I've been waiting since May for resolution. In the beginning, I was being told by Comcast that my box was the problem and I needed a new one. But after researching, I RESEARCHED AND I told them that my box was NOT one of their old boxes that doesn't support the feature. In fact, I use the feature so often that it literally worked one night and the next morning when I tried it was no longing working and I was getting the error "Your device dose not support this feature please try again using another tv box". They finally said it was being escalated to Engineering and after about a week, the Corporate Escaltions Dept was saying it was a Nationwide issue and Engineering was working to resolve the issue in their next update. It's been 4 months, I regularly check and take screenshots of the updates they do (there's been 7 and it's still broken as of today). Yet, they continue to say "they're working on it, but don't know when it will be resolved." Not sure about other people but I pay $10 extra a month for my dvr so I can record more shows, etc. Why are they charging for things that they're not fixing???
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