Morac2's profile

Regular Contributor

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261 Messages

Sun, Dec 6, 2020 2:00 PM

Does X1 tune all channels using IPTV?

I'm currently having signal issues where my (non-X1/Cablecard) TV is completely out, but I still have Internet (barely as power is - 13 dBMV and SNR is 31).  I can watch like TV is I use the Stream app (I.e. IPTV) on my iPad or the Roku app so IPTV works for me.  

 

I spoke to a neighbor a block over and she said her TV is still working. I don't know if she has X1 or not.

 

I'm trying to determine if X1 uses IPTV to watch all channels or switches to IPTV if tuning channels fails or if the signal issues are localized to my block or house?

 

edit: I came up with another possible explanation.  The person's house is "upstream" of mine on the cable lines, so theoretically the signals at her house should be stronger.  It's also possible the line between my house and her was damaged.  

Responses

Accepted Solution

ComcastChe

Official Employee

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6.1K Messages

6 m ago

Thanks for clarifying, @Morac2. In a situation like this, there are a few things that we'd need to look into because there are a few different reasons this could have happened, like, the services that your neighbor(s) have or if they're using a Flex or Wireless box (IP or All IP Video Product) for example. If it were a cable-only outage, they would have retained that "cable service" because they're using the internet-based service. For Legacy service (non X1), that's not an option. 

It could also be based on location. If you're at the end of a line and your neighbor is further up the line, as the signal degrades along the line, it could have been only strong enough to support your neighbor and was unusable by the time the signal reahed your home. Does that make sense?

If you haven't been credited for this outage, I apply one for you. Can you send a private message? To send a private message, click on my name, "ComcastChe," and then click send a message. Please include your first and last name and address. 

 

 

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Morac2

Regular Contributor

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261 Messages

6 m ago

It's possible the line between the tap and my house is damaged, though unlikely as the wire is underground and was replaced within the last few years and the splitter to both my modem and TV is outside my house.  Also the problem started with the signals fluctuating wildly between okay and poor, before going to bad.  The last time something like this happened the amp on the corner a block away failed.   Edit: TV came back, but signals are still pretty bad.  Edit 2: and it's out again. 

I'd expect more people to notice though, unless X1 doesn't use QAM signals for TV. I know some channels on X1 are IPTV. 

CCAndrew

Diamond Problem Solver

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25.9K Messages

6 m ago

More like between the tap and your house/cable outlet, have a tech out for troubleshooting. Remove any extra splitters to gain back signal
CCAndrew

Diamond Problem Solver

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25.9K Messages

6 m ago

IP channels are only through X1 boxes. You can’t rule out the drop(or anything), regardless of how long it’s been in the ground. If something like what happened in the past is happening, getting a tech out will get it to the proper personnel
Morac2

Regular Contributor

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261 Messages

6 m ago

Okay something happened that completely has me stumped.   The signals were bad enough to knock out nearly all my TV channels, with a handful tuning, but badly pixelated.   At some point the channels came back, but I lost them again.  

A few hours later with no change, I decided to try disconnecting coax cables.  My setup has a 2-way splitter outside the house with one leg (A) going to another 2 way splitter with one leg of that going to a Tivo Roamio and the other leg going to a Tivo Bolt.  The Bolt is set up as a Moca 2.0 bridge.   The other leg of the outside splitter goes to an Actiontec Moca 2.0 bridge with my Netgear modem connected to that.  

Disconnecting the coax from the wall near the TIVos had no effect on the 24 modem channels' signals which were around -13 with an average SNR about 31 and an upstream power of 54.  Likewise disconnecting the modem coax, didn't get the TV back, so I plugged it back in.  When I disconnected the coax from the Moca bridge and then plugged it back in though, the TV came back and the modem signals went back to -6 with a 39 SNR (normal signals are +3 with a 42 SNR and 44.5 upstream power).  That didn't last long though and the TV went out again.  I then tried bypassing the Moca bridge and connecting directly to the modem and the signals improved and tv came back for a bit, but it too reverted back.  I then reverted back to the way it was and disconnected and reconnected the coax to the Moca a few times and the tv GSD came and the power was -4 with a 42 SNR.  That lasted maybe 5 mintutes and the tv went out again. 

I tried to disconnect and reconnect the coax from the Moca bridge several times more and at first nothing happened, but eventually I did get the tv back. Thought any time I tried to tighten the coax to the Moca bridge the tv signal would glitch.  Eventually the tv went out again except for 4 MPEG-2 (local) channels. The modem power was -11 with a 31 SNR. 

At that point I completely disconnected the coax from the wall near the Moca bridge and replaced it with a cap.  I also disconnected the Bolt, leaving just the Roamio.  It still had bad signals.  I tried just the Bolt with the same results.  I went back to the modem and at first it too had bad signals, but I managed to get tv back somehow, but only briefly.  

Basically rarely when fiddling with the coax in to the Moca bridge, I can get all signals in the house to improve briefly, but I can't reproduce this reliably.  It's not the bridge or the wire because I replaced the wire with no changes and removing the bridge also has no noticeable effect.

 

At this point, I'm totally confused since the wire and Moca bridge seem to affect the signals, but removing both does nothing. Its the plugging in of the Moca bridge coax in cable that every now need then increases the signal levels, even with no other coax devices connected.  None of that makes any sense unless reconnecting the Moca bridge is somehow affecting something outside my house, though I have a Moca filter outside my house.  Again none of this makes sense. 

Morac2

Regular Contributor

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261 Messages

6 m ago

So I managed to check the signals on the TV channel after disconnecting and reconnecting the modem coax before it went out again and the the SNR was 28 and the power was 70% (whatever that means).   As such even "fixed" the signals are bad.  I don't know why doing that sometimes get the TV working.  My only guess is that the TV signal power is so low that any minor noise that normally wouldn't amount to anything now knocks the SNR out completely since then signal is so low.  Either way a tech is coming tomorrow and at least my Internet works. 

Morac2

Regular Contributor

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261 Messages

6 m ago

Comcast declared an outage affecting "50 to 500" people and my TV came back about 2 hours later.  Considering the other person's TV was working during the outage I guess X1 only does IPTV. 

Official Employee

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6.7K Messages

6 m ago

Hi Morac2. I am just checking in on your X1 tuning issue. How did your tech visit go yesterday? How has your service been working?

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Morac2

Regular Contributor

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261 Messages

6 m ago

I don't have X1, but as I mentioned an outage was declared and then resolved.  Once that happened my services were restored so I canceled the appointment.  

What I was asking here is why my neighbors had TV during what eventually (after 19 hours) was declared an outage?  

ComcastChe

Official Employee

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6.1K Messages

6 m ago

Thanks for allowing me to review your account and ensure you were credited for the time your services were down, @Morac2.  Please let us know if you need any assistance in the future! Take care! 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick

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