rlee131's profile

Contributor

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59 Messages

Wed, Jun 30, 2021 4:14 PM

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??????

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Accepted Solution

rlee131

Contributor

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59 Messages

2 m 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

New Poster

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4 Messages

@rlee131
Any update? I just emailed their CEO and received a response from their Corp Executive Escalations team. They are suppose to be calling me today.
 

rlee131

Contributor

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59 Messages

@rlee131 

As you see on June 30 I was told I would be contacted in 30 business days and if I wasn’t to let them know.  Today is Aug 23 and I have not been contacted so this morning I contacted Jose and told him that.  I did receive an immediate response apologizing for not being contacted and telling me the engineers are still working on the issue and at this time they do not know when it will be fixed.  

Official Employee

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137 Messages

3 m 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?

rlee131

Contributor

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59 Messages

@ComcastAnthonyT 

Thank you. 

EDIT: Removed personal information

(edited)

Official Employee

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137 Messages

@rlee131 I have edited your message as you posted your personal information publicly. To ensure the information is private send me a peer to peer message. To do so follow these steps:

• Click "Sign In" if necessary

• Click the "Peer to peer chat" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

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
rlee131

Contributor

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59 Messages

Ok. Thank you  I’ll try not familiar with this forum 

rlee131

Contributor

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59 Messages

Sent a message hopefully from right place 

Visitor

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10 Messages

2 m 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

Official Employee

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182 Messages

Hey there, @user_387185, thank you for posting on our Xfinity Forums and letting us know the issues you are experiencing as well. I am sorry to hear of the continuous tech visit with no resolution. Please rest assured, you have the right team! Please send us a private message as well with your full name and services address so we can look into those on going issues with you. To send a private message:

• Click "Sign In" if necessary

• Click the "Peer to peer chat" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

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
rlee131

Contributor

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59 Messages

@user_387185

I too have had many issues with Comcast support via techs coming to hours and telephone support too (been a comcast customer since 1983)  [Edited: "Solicitation"]   At least now I feel that Maybe? It will get looked into.  I posted the email I got back 

This is the email address of the Vice President ,Tom Karinshak (google name it's real).  FOR SOME REASON THIS LINK WILL NOT LET ME PASTE THE ADDRESS IN THIS MESSAGE??? I'll try writing it out.  [Edited: "Solicitation"]  

ADDRESS:   https colon double forward slash support dot  xfinity dot com forward slash svp dash contact dash form      This takes you to a form to fill out,  

Good luck [Edited: "Solicitation"]  

(edited)

eccatlanta

Frequent Visitor

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11 Messages

8 d 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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