U

Visitor

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1 Message

Wed, Jun 15, 2022 12:21 AM

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. 

Official Employee

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40 Messages

9 d 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

Visitor

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10 Messages

@XfinityRichard​ switching to directTv would be better at this point because all you people do is say turn it off then turn it on

Official Employee

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31 Messages

@Arturo.ibarra We appreciate you taking the time to provide additional feedback, and would love the chance to help address your concerns. Yes general troubleshooting does start with resetting equipment, but we can absolutely do more if need be. Can I ask what issues you are having? 

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.tick

Visitor

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1 Message

5 d ago

We are having the same issue. I am ready to go get a new box, but not sure it's worth the time!

Official Employee

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14 Messages

Hi @user_b9de4e My apologies for the issues you're experiencing with your box. 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 "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or DM

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 - An "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

See DM for an example

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.tick
mryflyguy

Contributor

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56 Messages

4 d ago

It’s a cloud playback problem. XFINITY - FIX IT!

bvwhitney

Contributor

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19 Messages

3 d 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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