Visitor
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1 Message
Slow response on all tv commands on all home units
We are recently been having very slow response on all tv commands on all boxes in home.
Spent over an hour on phone having boxes restarted one at a time. Boxes all came on line but took over 20 minutes for each box. Is it a incoming signal problem or just poor service by Comcast. Was told I would receive a call from a technician on the 14th of June but none called. What is the remedy and will someone please help.
my only other choice is to go to another system for my tv.
Right now it is frustrating sending a command to the box and waiting 5 to 15 seconds for it maybe to respond.
Very upset.
XfinityRichard
Official Employee
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1.9K Messages
3 years ago
Hi there, @user_72b308 I'm very sorry for the inconvenience you are going through with your service. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it
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user_b9de4e
Visitor
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1 Message
3 years ago
We are having the same issue. I am ready to go get a new box, but not sure it's worth the time!
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mryflyguy
Contributor
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69 Messages
3 years ago
It’s a cloud playback problem. XFINITY - FIX IT!
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bvwhitney
Contributor
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23 Messages
3 years ago
Xfinity's X1 infrastructure is just not reliable enough to support the X1 architecture. For all non-DVR X1 boxes, when you select a remote-control command, the X1 box sends it to the Xfinity data center for processing, and the response is sent back from the data center to your X1 box. All signal issues such as old cables, loose connectors, bad or out of calibration amplifiers, or an overloaded data center will create these delays. All we customers can do is constantly call support and complain about poor X1 response and insist on swapping out your X1 boxes for a XG1v4 DVR box.
I tried the X1 boxes 8 months ago and they lasted 2 weeks before going back to our TiVo set top boxes. The delays were making the X1 boxes unusable.
(edited)
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user_56d3bc
Visitor
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1 Message
3 years ago
Xfinity's TV latency (slow command response) is well known. I have been with them (Comcast) since 1990. TV service since 2015. I refuse to drop and go back to Direct TV. I have worked with some very sharp tech support people. They have confirmed the error codes and agreed that refresh and turn on off is not solving the problem. Had another Sr Tech out on 9/1/22. Was very knowledgeable and candid. Our development has fiber in the street to a RFC ring. From the ring to the house our service is RF via a Tap. Not true fiber optics up to the house. He contacted engineering operations and they confirmed that our neighborhood is experiencing slow command response time. Paramount app and others is brutal and intolerable to use. Engineering dept is working on the problem and we have seen the truck on our street for 3 days. The engineer tech showed me a map that showed our house and others covered by a orange or brown area that designated the problem area. The tech replaced the Broadband modem as he was getting intermittent error codes and slow down rates. Internet has been better since 9/1/22 visit. TV service is still terrible. Tech ordered us 3 "pods" that we will receive on 9/21/22. These pods are supposed to improve, reduce latency and he said we will experience a real improvement on the Paramount+ app. I talked with another tech who told me, off the record, this development needs to have cable/signal boosters and enhancements installed. If that is factual, hope that Xfinity is doing that. A number my neighbors have dropped and changed to Direct TV. Guess what. Not all are happy.
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Rustyben
Expert
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24.6K Messages
3 years ago
closing inactive thread. OP never replied.
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