gary_ea07291's profile

Visitor

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4 Messages

Wed, Jul 28, 2021 9:08 PM

Bluetooth Feature

Throughout the pandemic I have had problems with the blue tooth signal from my X1 box. I turn on my system and my blue tooth earbuds give me a pairing announcement. They will not pair. I check the X1 box settings only to find that blue tooth is no longer an option in the settings menus. It is simply not there. I reboot the box and the blue tooth options reappear in the settings menu. I never know when this is going to happen or how frequently it will happen. Generally, as long as the box is use after I re-establish the presence of blue tooth in the menu, the blue tooth options remain available in the menu and the devices remained paired. Once I turn the box off for the day I don't know if it will be there the next time I turn it on. I have had the menus disappear on occasion with out the box ever being turned off, but usually not. I have had many lengthy conversations with Comcast technical service to no avail. One tech sent me a new box which began did the same thing. The only answer I can get is to restart (reboot) the X1 box. The reboot procedure is time consuming and annoying, especially on those days I have to do it several times. I have read on the internet that other comcast customers are having this same problem. Every time I make a call to Comcast and wade thru the inordinate automated answering system and get to a technician, they act like they never heard of the problem. I have absolutely no control over what appears in the settings menu, nor should I. To the best of my knowledge nothing else on the menu is dropping out. As an electrical engineer and computer programmer, I have my suspicions as where the menu is being corrupted, but there is nothing I can do on my end. I need Comcast to address this problem on their end rather than continuing to ignore me.     

This post was created from this comment on different post

Responses

Official Employee

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176 Messages

2 m ago

Hello thank you for taking the time to reach out to us on our community forums! I noticed your original comment was on an older thread so I converted your comment into a new post. For troubleshooting purposes, when the menu disappears, are you able to say "Bluetooth" into the voice remote to get the Bluetooth menu to pull up? <EDIT: Removed Personal Information>

(edited)

Visitor

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4 Messages

@XfinityAldrik No, the feature is neither visible in the menu or accessible until you go thru the restart feature

Visitor

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4 Messages

@XfinityAldrik 

No, the feature is no longer visible or accesible.

Official Employee

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176 Messages

@gary_ea07291, thank you for checking to see if the voice remote is able to bring up the menu, could you please send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account? I'd like to take a further look into this Bluetooth issue.

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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1 Message

We have had the same problem just moved and got the most current xfinity box. When we say bluetooth into the remote it says bluetooth hardware not available. And in the settings menu no option at all I have tried a reset a reboot. Nothing works please help

Visitor

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4 Messages

1 m ago

I'm afraid we are caught in a circle with this response. I am on this forum because several chats with comcast support ended with a promise to elevate the problem by taking my information and making a ticket. I have received a response to none of them. I am in no way interested in going through the same process again. I do have to note that I checked other comcast customers settings and found the blue tooth function missing and they are neither able to restore it by rebooting (restarting) or able to access it with the voice remote. I'd like to know what happened to all the complaints I filed and why this is happening with some customers and not all. I feel as though I have been abandoned by comcast on this one. 

Official Employee

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271 Messages

@gary_ea07291  I would love to check on the previous tickets that were opened and figure out what we need to do to get the Bluetooth feature working for you again. Please send us a Direct Message with your first and last name. The message icon is located at the top right of the Community Forum page, clicking on the message icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle. 

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

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