mrmusky's profile

Contributor

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38 Messages

Thu, Dec 10, 2020 5:00 AM

Noisy Cable/DVR Box

Good morning,

      Yesterday we received a "new" cable/DVR box my wife and I installed it with little or no issues.  This morning when we got up my wife stated, "Boy that cable box is really noisy !", I went into our living room and could hear a fan type motor running constantly.  We rplaced the other box which we had for 3.5 yeras because we were having issues with the DVR function.  I see from other postings that this a common issue to "older" boxes.  The label on the box reads Arris Group,Inc., Model AX013ANM.  Please advise what can be done.

 

Thank you,

Bob

Responses

Accepted Solution

Official Employee

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375 Messages

6 m ago

@mrmusky Thanks for taking the time to reach back out and let us know that you were able to get a replacement device at one of our service centers. I would be happy to look into options for upgraded equipment for you if you are still interested in an upgrade to your device. Can you please reach out through private message with your first and last name, full service address and account number and we will get started? 

mrmusky

Contributor

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38 Messages

6 m ago

Why do they continue to send out these boxes if there is an issue with them ?

CCAndrew

Diamond Problem Solver

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25.9K Messages

6 m ago

Swapping it out is it
CCAndrew

Diamond Problem Solver

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25.9K Messages

6 m ago

That’s not a model that normally is associated with excessive fan noise, it happens
mrmusky

Contributor

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38 Messages

6 m ago

How new is this model that was sent to us ?

Rustyben

Expert

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24K Messages

6 m ago


@mrmusky wrote:

How new is this model that was sent to us ?


if it is a DVR and has a clock on the front, it is pretty old. new one is an xg1v4 with just a single green LED on the front, bottom/center.  (4k set top box).

mrmusky

Contributor

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38 Messages

6 m ago

Yea, it's an old one !   I can't understand why they do this stuff their customers, just crazy.  Wife tried contacting them could not get through.  I understand there are a lot of issues right now, but do the right thing !  Now we will have to wait until we can get in contact with the company again.  I try to reslove these issues without calling the company as much as I can.  Alot of the time by going on this forum and either posting a question or seeing similiar issues and responses that are posted.   This box is something that I can't do anything about other than getting another one, it sounds like a computer with a bad hard drive !

 

mrmusky

Contributor

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38 Messages

6 m ago

One other issue is we cannot get through, when we call there is a message that there is an outage at our address.  We are having no problems with our service that I am aware of.  We have Voice, TV, and Internet all with Xfinity/Comcast.  We had no issues activting the new box, it is just very noisy.  If anyone can help we would greatly appreciate it.

 

Thanks,

 Bob

ComcastAmira

Official Employee

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2.3K Messages

6 m ago

Hi, @mrmusky! Thanks for reaching out to Comcast for help with the set-top box concern. We are very grateful for your time and patience. I am sorry to learn that we have made you feel this way and that you cannot get through when calling in. We can help and do all that we can to rectify this experience! To get started, please click on my handle “ComcastGabe” and send me a private message with your first/last name and full address so I can help with getting you our latest and up to date set-top box as quickly as possible.
dcfox

Regular Contributor

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328 Messages

6 m ago


@ComcastAmira wrote:
Hi, @mrmusky! Thanks for reaching out to Comcast for help with the set-top box concern. We are very grateful for your time and patience. I am sorry to learn that we have made you feel this way and that you cannot get through when calling in. We can help and do all that we can to rectify this experience! To get started, please click on my handle “ComcastGabe” and send me a private message with your first/last name and full address so I can help with getting you our latest and up to date set-top box as quickly as possible.

Isn't your handle ComcastAmira, not ComcastGabe. Or are you the same person?. 

mrmusky

Contributor

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38 Messages

6 m ago

Earlier yesterday morning this box was so that ie woke my wife up at 2:00 AM,  that being said we ended up going to a Xfinity/Comcast store.  It was in Taylor, Michigan the person we worked with was very nice, but had a limited amount of knowledge about the boxes.  We ended up with the same model that we had.  So far it is alright, the one we had the problem with did not start making noise until the day after we installed it.   When I asked about the avaiablity of other boxes, she said the one we received was the only one that they had.  When I asked about the 4k nox she had no knowledge of it.

 

Bob

 

 

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