FDSJr's profile

Contributor

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27 Messages

Fri, Feb 26, 2021 6:00 AM

Delayed and erratic response to X1 remote

I have been experiencing delayed and erratic responses between my remote and X1 box.  The problems are 1) Press a remote button and nothing happens,  2) Press a remote button and something totally different than what was requested happens,  3) Occasionally a message saying that I have a bad connection to the internet will pop up on the screen.  This message seems a bit strange to me since this is a Cable connection to the X1 box and not an Internet connection.  There have been other issues, but these are the most prevalent.  What's up here?  Should I just take the box and the remote in and swap them out?  Or is there some other solution to this?

Responses

CCAndrew

Gold Problem Solver

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25.9K Messages

8 m ago

@FDSJr
Your box has an interior modem, remote button presses go to a server and back. If you are having those kind of communication problems, it could very well be the signal to the box.
FDSJr

Contributor

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27 Messages

8 m ago

Thanks for the fast reply.  I am trying to work through this issue one step at a time.  I checked the batteries in the remote.  They are fine.  I restarted the TV box a few minutes ago.  That seemed to clear up the problems (for the moment).  I will give it a day or two to see if they come back.

FDSJr

Contributor

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27 Messages

8 m ago

Thanks.  I will keep that in mind if the problems return and I have to do further troubleshooting. 

Official Employee

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337 Messages

8 m ago

@FDSJr Thanks for the post! Sorry to learn about the remote troubles. This link is great resource for troubleshooting this type of stuff: https://comca.st/3suOgr4. In addition, if the remote is one of our awesome voice remotes, simply saying, "Fix Remote," get the cable box to troubleshoot the connection issue. 

jmr1959

Contributor

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127 Messages

8 m ago

Fwiw, I was having the same problems with my box this morning. A Restart cleared it up.

 

An additional issue I was having, and still am, is the battery charge level in the remote. When it was acting up this morning one of the messages that popped up said that the battery was very low, and needed to be changed. Well I had just put in freshly charged rechargable batteries last week that showed 100% per the battery meter under Remote Settings in the Setting menu. But this morning they showed 0% charge!  So I put in different batteries that were also recharged last week and they showed only 59% charge. Something fishy going on there.

Official Employee

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355 Messages

8 m ago

Sounds good. I would like to look further into this issue on my end and determine if we need to send you a new remote. In order to further assist, would you mind clicking on my handle “ComcastGabe” and sending us a private message with your first/last name and full address to ensure I am working on the correct account?

XfinityJoeB

Official Employee

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6.9K Messages

7 m ago

Thanks for providing that good insight in your reply, @FDSJr. Please don't hesitate to reach out to us if you need any additional assistance. Thanks for visiting and posting in our Forums!

FDSJr

Contributor

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27 Messages

7 m ago

Just a follow-up to my original message in case anyone else might be experiencing a similar issue.  I believe I have found the source of the problem.  It does appear to be an issue with the signal to the X1 box.  I had a splitter in the line with two -3.7 dB outputs.  One output went to the X1 box and the other went to a TV in another room.  My guess on this was that the splitter was malfunctioning and degrading the signal to the box.  I replaced the splitter with a directional coupler with a tap for the other TV.  The direct line through the coupler connects the cable to the X1 box.  This appears to have solved the problem and I am no longer getting delayed and erratic responses or strange "bad signal" messages.  An added benefit is the the signal to the other TV (taken off the tap on the coupler) also seems to be improved greatly, which seems to confirm that the splitter was defective.

Visitor

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1 Message

1 m ago

having the same problem, plus freezing, pixelation, and error codes stating that the channel is not currently available..... 

(edited)

Official Employee

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3K Messages

Hello @user_fbdbaf. This is an old, inactive thread that we will be closing at this time. If you are having troubles and need support, please create a new topic of your own here on this board detailing your issue so that the community and our support representatives can assist.

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