Ongoing X1 Guide/Menus Service Nightmare
I've been having on and off problems for a few months now related specifically to the X1 platform and I think I'm hitting a brick wall as there is still no solution. I know how to check the diagnostic signal levels on my modem, DTA, and X1 box as well as do other troubleshooting with my internet connection. Based on the levels I can read I see that the signals (upstream, downstream, SNR, various linear channel power levels etc ...) are all fine thoughout my house. I've already had techs come to my house and verify my inside and outisde wiring is fine. One of the tech even replaced the drop to my house. He said it was fine, but he replaced it just so Comcast woudn't continue to point fingers at my wiring.
Over a week ago I even replaced/upgraded my XG1V3 to a XG1V4 to rule out any equipment issues. So I've had my inside/outside wiring cleared of issues, and replaced my X1 box yet the X1 service issues continue to occur. Techs have referred to it as a 'backend' issue, but at this point there seems to be something wrong with the Comcast X1 database or server my X1 box is connecting to.
Over the past few months I've seen recordings dissapear, and old recording come back. I've had trouble with scheduled recordings not showing up and recordings sitting on my DVR become cloud recordings the next morning even though I've only used ~ 5% of my storage space. My TV channels are coming in fine, OnDemand works normally and I can stream NetFlix and Amazon via the X1 box without any issues. No current packet loss or issues with my internet, and as mentioned all my signal levels are fine. This seems to soley relate to whatever database/server my X1 is communicating with.
The latest straw was swapping for a new XG1V4. The new box is much faster, and for a week everything seemed to be fine. Then yesterday I got home and noticed much of my guide info was wrong. For example 1006 which is ABC in my area was showing ABC programming but the 'graphics' on the guide were showing Fox News? And the FX channels was showing the graphic for 'Newsy' in the guide. Many of the menu's and guide's graphics were showing blank grey boxes instread of the pictures, but all the text descriptions were correct. TV, OnDemand, and the streaming apps were fine, but it seemed like the database data was missing or messed up.
When I called Comcast, there was a pre-recorded message mentioning that if the X1 Guide was currently frozen to uplug/plug the box back in to reslove the issue ... if there was a pre-recorded message before I could get through to support wouldn't that point to some sort of known issue in the area?
Yestderday I rebooted the X1 box and even performed a system refresh which hasn't fixed the menu and guide issues. In fact this morning I am now seeing certain channels like Cartoon Network (ch 1734) that actually have overlapping data in the channel guide. On certain days like 11/8 - 11/11 I'm seeing diffrent programs layed on top on each other like the guide was updated and instead of replacing, it's just overlapping diffrent programming into a jumbeled mess on the screen. It's almost like my system is pulling from a corrupted or diffrent databases at the same time. I'm still getting grey boxes on a lot of the menus that will come and go as I jump back and forth. It's random which programs will show a grey box ... again looks like some sort of server communication issue. While this is happening all my signals and other services are working fine.
I've now had the lines and singals checked, and I swapped my X1 box and yet to have a solution. Could the local server be sending out bad software / firmware updates? I noticed that I've just recently been updated to SW 104.1.1 and my firmware appears to be AX014AN_311p3s2_PROD-sey.
I do find it odd that when this recent guide/menu issue popped up there was the X1 pre-recorded message when I called in. At this point there has to be some sort of advanced X1 support Comcast can provide? I'm extremly frustrated as I've exhausted all troubleshooting options and spent hours of my time and it seems the X1 issue has only gotten worse