Shapoonie's profile

Contributor

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82 Messages

Thu, Sep 1, 2022 7:29 PM

NAP mode

I thought I was. having issues with the screen saver but after some reading it appears to Nap Mode issue.  it is internal to the box and cannot be adjusted by the customer.  Please change it back so it doesn't stop TV play.  

Thanks

Shapoonie

Contributor

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82 Messages

3 months ago

I have power saver off and still get the message "are you still there".  

What happens when my X1 TV Box is inactive for a long period of time?
There are two modes for your TV Box when there has been no activity for four hours. Power Saver Mode, which conserves your power, and Nap Mode, which does not save power.

Your TV Box will automatically go into Nap Mode after four hours of inactivity if you do not have Power Saver on. If Power Saver mode is on, you will see an "Are You Still There?" message on your screen. If you do not respond to this message, your TV Box will go into Power Saver mode.

XfinityMacey

Official Employee

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507 Messages

Thank you for reaching out through our Community Forums page for help with your cable box settings and Nap Mode/Power Saver, @Shapoonie. I can understand how this would be a cause for frustration, as my own TV is regularly on one channel when I'm binge-watching a show or just have it on for noise in the background. 

 

After doing some research, I found the same information that you posted above, from our X1 Power Saver FAQs sheet: https://comca.st/3AKiSub. I am not finding a way to disable the Nap Mode from my end, either, as this feature is built into the cable box. 

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
Shapoonie

Contributor

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82 Messages

It did not do this 2 months ago. It's not a hardware issue it is a software issue.  Issues started after a software update.  

Shapoonie

Contributor

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82 Messages

3 months ago

Nap mode is a setting in the box that we as paying customers don't have any control over.  Below is a response from the peer to peer chat.  Most ridiculous reason I have heard. 

I understand that it is frustrating for you to be unable to disable Nap Mode. This feature is in place to prevent unwanted content from continuing to play while our customers sleep. A message will appear on your screen which asks if you are still watching, and if gone unanswered, your cable box will shut down. This is helpful for some people who like to or accidentally fall asleep while watching TV, but who don't also like waking up with the TV on. But, we understand that this is a feature that you do not like. While we cannot change or disable Nap Mode for you at this time, we can submit your feedback about Nap Mode, and hopefully we will be able to provide more options in the future for you to disable it.

Shapoonie

Contributor

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82 Messages

3 months ago

not an acceptable solution so why am being asked to mark this acceptable?

Official Employee

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757 Messages

Thank you for sharing your experience with us @Shapoonie. We understand you did not receive the answer you wanted, and I assure you the feedback has been entered on our end to have this featured looked further into in order to have a possible update in the future that will allow this to be a controlled feature. Marking our Forums as Accepted Answer does not state you agree with the answer or solution provided, it only confirms the correct answer was given. I hope this helps clears things up for you. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Was your question answered? Please, mark a reply as the Accepted Answer.tick
Rustyben

Expert

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24.5K Messages

3 months ago

all functions/features are programmed by Xfinity into the set top box. the Beancounters (lawyers) or similar have caused the 'nap' mode to be mandatory probably due to a misunderstanding of modern electronic display. They are not allowing us as customers an option to turn the feature off. An extra effect they have recently added to this 'feature' is that the tuner stops maintaining a buffer when it naps and when you press the OK button etc you can't rewind. 

Shapoonie

Contributor

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82 Messages

3 months ago

From I have been told the power saver is not going to change so we can't control the TV the way we want. I have been a Xfinity/comcast customer for 31 years.  There First 30 were great, the last year nothing but problems.  Customer service is a joke, you get all the promises   that something will be fixed and nothing happens.  We will be dropping Xfinity cable service as soon our contract is up.  

Official Employee

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293 Messages

@Shapoonie

In effort to conserve energy when you are not watching tv , you tv box will go to sleep after 4 hours of inactivity , this will not affect any scheduled dvr recordings.

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
Shapoonie

Contributor

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82 Messages

How does this save energy?  The TV is still on with screen saver (Xfinity Ads) playing?  Its my power, tv and cable box I should be able to control it as I see fit and not how Xfinity wants.  We pay too much for this service to not to be able to control it the way we want.  

Official Employee

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208 Messages

@Shapoonie I can understand how this would be a cause for frustration, as my own TV is regularly on one channel when I'm binge-watching a show or just have it on for noise in the background. 

 

After doing some research and the  X1 Power Saver FAQs sheet: https://comca.st/3AKiSub. I am not finding a way to disable the Nap Mode from my end, either, as this feature is built into the cable box. 

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
Rustyben

Expert

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24.5K Messages

3 months ago

Not built into the box but programmed into the firmware by Comcast.

Shapoonie

Contributor

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82 Messages

3 months ago

yes RustyBen my box worked fine 4 months ago when first installed.  This issue only started after one of the daily software updates. 

Official Employee

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760 Messages

Can you tell me if you are able to access the device settings menu and adjust the time there?  It could be that the update may have defaulted the settings.  

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
Rustyben

Expert

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24.5K Messages

2 months ago

@XfinityArmand this is not a menu item. the firmware was modified adding a second screen saver audio-turn-off-tuners turn-off at 4 hours set in stone if a button is not pushed on the remote. 

Shapoonie

Contributor

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82 Messages

2 months ago

We are still having this issue, m multiple call and chats and have gotten nowhere.  4 tech visits and still no fix.

Tried 3 different type of boxes last week and all had the same issue. First was a 4k box, second was a non 4k box and the third is a 4k wireless box.   4 tickets have been generated.   I was told that this saves energy, yet the box and tv are still on.

 How is that saving energy? 

 I was told today is have a non X1 box sent and that would fix it. So downgrade and pay the same to fix the issue. 

Visitor

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2 Messages

@Shapoonie​ downgrading should not be the fix!!!

Visitor

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2 Messages

1 month ago

Hello, 

This is more for Xfinity to know...

The "nap mode" override (Hit Any Button to Keep Watching) does not work.  Xfinity instructions on this state that if Power Saver is ON, one will get the "Are you still there" prompt after 4 hours where I can simply hit any button to keep watching.  In the past that worked.

Now, with my new cable box, the only pop up that appears after 4 hours is the 'Inactivity... TV will turn off unless you hit a button' window.  Yet, when I hit all kinds of buttons, the TV went off anyway.  I double checked to make sure Power Save is ON (and it is).

Something is not working with this feature with your 4K boxes.  Please fix.

thanks  

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