Hello, @curtdad. I appreciate you making us aware that it's taking longer than usual to change the channel. I know how frustrating it can be, especially when you're having trouble finding something to watch.
Have you attempted to use the self help options on our awesome My Account app to reset the cable box. How about a power cycle, have you tried that?
@XfinityRaul I have the same issue since upgrading to X1 two weeks ago. Delay when changing channels (ten to 20 seconds). Screen just shows scrolling dots (remember the download bars from telephone modem dial-up days). Multiple calls and chats. Multiple restarts and refreshes. Exchanged DVR. Confirmed tight connections on all cables (which are direct-to-device by the way. Just one TV in the house). We are spending a lot of money for TV service that is degraded from the legacy DVR we had prior to this upgrade.
@XfinityRaul By the way, our contract indicates 600 mbps. Speed test from the phone app indicates that we are getting that speed for internet. Is the signal between the DVR and the X1 server traveling via internet or coax?
when you press a button or buttons on the X1 remote, the information is received by the set top box and sent by internet to an X1 server that replies with a command telling the box what to do. you didn't mention how delayed the change (for example channel up button pressed) happens after pressing the button.
I am also getting delays. Especially when I want to scroll to see what other channels there are. I hit the arrow--and nothing happens. Hit it again---again, nothing. Try a 3rd time, and then it moves over 3 channels!!! It's like I have to hit the arrow and count to ten to see if it will go to the next one. It is SO slow!. And when I use the remote--I have to speak into it twice EVERY SINGLE TIME! And I am speaking slowly and clearly. Tonight, I had to ask for YouTube FOUR times before it went there. And any channel I go to, it takes too long to open the channel. I had FIOS for 13 years and I am getting ready to change after 2 weeks of this!
This continues to be a problem and has been going on for months. I believe it occurred after some kind of 'upgrade' done by xfinity. They keep ignoring it and telling you to reset your cable box (doesn't do anything) or that the cables may not be 'clean' which is also untrue. It has something to do with something THEY did and are not willing to fix.
As far as the remotes...my primary one still takes 2 tries to recognize what I am saying. But my secondary has no issue, so obviously it's the remote and not me. But in the last week, anything I have on the DVR stops during playback. I get various errors. #1. "We are having trouble with playback. Please try again later." #2 "We are having trouble with playback. There is a new recording a available at such and such date and time. Would you like to record?" And #3 " We are having trouble with playback. We have found this On Demand and are switching it." Then it goes to On Demand where I can not FF thru the commercials. Each time I go back to the DVR and resume play. And that works until it stops again. During a 60 min Dr Phil, it stopped 10 times! XFINITY is getting a call. I want a new remote and a DVR that works!
Hi @nytwhatevr I would like to look into those error message you're getting on your DVR. Can you private message me your address and name?
I no longer work for Comcast.
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.
There is a corporate problem here. There are thousands of paying customers with this issue. Lip service and teaching us how to do the protocols for the umpteenth time serves no one. You are all guilty here. Stop hiding the problems with this junk-heap platform and fix the damn thing or give us a meaningful refund for paying for your junk!
Our legacy Comcast DVR failed recently and we were forced to the X1 platform. When we change channels we get the repeating three dots for ten to twenty seconds on each channel change. Is this really a "feature" of the new advanced platform???
@curtdad Half hour on Chat and no results. Xfinity does not have an answer. Maybe if we send more money??? I have been working with different agents multiple times over the last two weeks (since being forced to upgrade to X1). The issue remains and I am given to remember the definition of a FOOL. A fool is someone who does the same thing over and over and expects a different result.
Hello @curtdad, thanks for reaching out for help with your TV servies. It's definitely not normal for there to be this type of delay when switching channels, and we will be glad to take a look at this in more detail.
To cover the basics, have you already tried things like resetting the box through the Xfinity app, unplugging the device for 30 seconds, and making sure all the coax connections are at least hand tight?
Also, are you noticing this anytime you switch a channel, randomly, or specific channels only?
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.
XfinityRaul
Official Employee
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1.9K Messages
4 years ago
Hello, @curtdad. I appreciate you making us aware that it's taking longer than usual to change the channel. I know how frustrating it can be, especially when you're having trouble finding something to watch.
Have you attempted to use the self help options on our awesome My Account app to reset the cable box. How about a power cycle, have you tried that?
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Rustyben
Expert
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24.6K Messages
4 years ago
when you press a button or buttons on the X1 remote, the information is received by the set top box and sent by internet to an X1 server that replies with a command telling the box what to do. you didn't mention how delayed the change (for example channel up button pressed) happens after pressing the button.
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nytwhatevr
Visitor
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5 Messages
4 years ago
I am also getting delays. Especially when I want to scroll to see what other channels there are. I hit the arrow--and nothing happens. Hit it again---again, nothing. Try a 3rd time, and then it moves over 3 channels!!! It's like I have to hit the arrow and count to ten to see if it will go to the next one. It is SO slow!. And when I use the remote--I have to speak into it twice EVERY SINGLE TIME! And I am speaking slowly and clearly. Tonight, I had to ask for YouTube FOUR times before it went there. And any channel I go to, it takes too long to open the channel. I had FIOS for 13 years and I am getting ready to change after 2 weeks of this!
1
user_dcff15
Visitor
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3 Messages
3 years ago
This continues to be a problem and has been going on for months. I believe it occurred after some kind of 'upgrade' done by xfinity. They keep ignoring it and telling you to reset your cable box (doesn't do anything) or that the cables may not be 'clean' which is also untrue. It has something to do with something THEY did and are not willing to fix.
0
nytwhatevr
Visitor
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5 Messages
3 years ago
As far as the remotes...my primary one still takes 2 tries to recognize what I am saying. But my secondary has no issue, so obviously it's the remote and not me. But in the last week, anything I have on the DVR stops during playback. I get various errors. #1. "We are having trouble with playback. Please try again later." #2 "We are having trouble with playback. There is a new recording a available at such and such date and time. Would you like to record?" And #3 " We are having trouble with playback. We have found this On Demand and are switching it." Then it goes to On Demand where I can not FF thru the commercials. Each time I go back to the DVR and resume play. And that works until it stops again. During a 60 min Dr Phil, it stopped 10 times! XFINITY is getting a call. I want a new remote and a DVR that works!
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user_8437c5
Visitor
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4 Messages
3 years ago
Our legacy Comcast DVR failed recently and we were forced to the X1 platform. When we change channels we get the repeating three dots for ten to twenty seconds on each channel change. Is this really a "feature" of the new advanced platform???
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curtdad
Visitor
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2 Messages
3 years ago
I’d like to hear an answer to that question also! For as much as they charge for the service this should have been fixed by now!
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