WebTraveler's profile

Contributor

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33 Messages

Fri, Jun 11, 2021 11:38 AM

New X1 Box is LOUD

My X1 was replaced because it apparently lacked the ability to provide functionality for the most current streaming apps.    

The new X1 box I have is LOUD and it hums ALL the time.  Sounds like a hard drive or fan.

This is NOT working for me.  I want my old box back - even with all the limitations.  This is not acceptable.  HOW do I deal with this?  I do not want to wait on hold for hours, and I don't want to go in circles.

If I have to keep this box at the end of my current program term I am going back to satellite; this is awful.  Plain awful.

Responses

Official Employee

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184 Messages

3 d ago

Greetings, @WebTraveler! Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your new DVR, but you have definitely come to the right place for assistance.

It sounds like your new device may be defective, from the way you described things. If you could 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 be more than happy to look into this for you.

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 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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Contributor

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33 Messages

Thanks; I have been in contact with support.

I did some research on the X1 box.  5 years ago massive numbers of people complained about the same thing.    And yet I get swapped out for a used box, at least 5 years old, that was someone else's problem before?   Seriously, there's enough public dialogue that folks have been identifying this issue for 5 years.  So swap it out, but don't pull it from service?   

So swap it and get the same box model again, and then what?

I get the feeling that Comcast does not care about it's customers, and maybe it's time to just be done on the TV side.  There are other offerings out there.   It may be time.     So not impressed, in fact, irritated.

Official Employee

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11 Messages

We fully understand your frustration with this issue and are glad to take a closer look at what we can do in regards to having a new device shipped out to you.  In some instances, with most providers, when equipment is returned, there are repairs made to them (if needed) and they are refurbished.  In the past 5 years there have been new models and devices launched in order to remedy any issues.  We would be glad to look further into this for you.  If you could provide me with your full name, complete service address and account number, we can definitely have a new device shipped out to you.  

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
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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