Remotes responding very slow.

I have been having an issue where when I push the last button the light blinks of the remote but it will take 4-5 seconds before the last show listing comes onto the tv screen. It has been happening more and more frequently and at different time frames in the day. Sometimes I hit the button again because I didn't think it clicked then the list appears and goes right away. The delay has been getting more and more frequent. BTW it is also happening on another TV on a different box,

Responses

XfinityThomasB

Official Employee

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1.5K Messages

1 year ago

Good morning @fedup978

Appreciate you getting us in the loop! I was curious if you have initiated a diagnosis signal in our Xfinity app? It is such a great systems, I personally use it if there is a hiccup at my home. I included the link here below that shows you the process.

https://www.xfinity.com/support/articles/tv-troubleshoot-xfinity-app

fedup978

Contributor

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291 Messages

@XfinityThomasB I don't use an app to access comcast I only use my laptop.

1 year ago

XfinityThomasD

Official Employee

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967 Messages

@fedup978 No worries. Always safe to check if any troubleshooting steps have been taken. Have you tried getting a new remote? You can always swing by a local Xfinity Store to pick one up, or we can have one shipped as well.

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1 year ago

BruceW

Gold Problem Solver

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26K Messages

1 year ago

... The delay has been getting more and more frequent ...

With older legacy cable boxes, when the box received a signal from a remote it acted on that signal directly. I believe digital adapters also work that way. But X1 boxes are different. When using a remote to control an X1 cable box:

1. The remote sends a signal to the box
2. The box uses an internal modem to send that signal to a server at Comcast and ask for instructions
3. The server at Comcast decides how the box should respond and sends back commands and data
4. The box receives the commands and data and does as instructed

This design means that X1 is very flexible, but more delicate. If any of the links in this more complicated chain are weak or broken, the response to signals from the remote is sluggish, or fails completely. When that happens you can try changing the batteries in the remote, rebooting the cable box, and checking the coax (or fiber) line and connections.

If the remote still doesn't work properly, you'll probably need to ask Comcast to send out a premise tech to troubleshoot the problem. If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit (approx. $100) unless you have their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.

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fedup978

Contributor

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291 Messages

Thanks for that information. So moving to X1 is progress but at the same time is taking a back step in the performance area as it is now much more sensitive to many other items. Hmmm, that really sounds like a progressive move. I know that in my area that the node I am on is outdated and overloaded (from comcast techs that have been at my house many times.) I had comcast in another part of the state and they were always saying it was connectors, splitters, or cabling that was causing my issues. I dropped comcast and went to FIOS they used all the same cabling and other stuff in my house and we never had any issues in 20 years. I always wondered why is the comcast equipment so sensitive when FIOS wasn't. That is an interesting thing to think about. Again Thanks for the data you provided and I will chalk it up to the poor quality of the comcast network in my area. BTW I have asked others in my neighborhood and they see the same issue.

1 year ago

X1

fedup978

Remotes responding very slow.

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XfinityThomasB

fedup978

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BruceW

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