Mr_Kludge's profile

Contributor

 • 

129 Messages

Thu, May 13, 2021 3:27 AM

Song identification feature...

I have used the song identification feature for years with X1. This evening it has started telling me that my box does not support song identification and to try another box. I have 2 XG1v4s  and one XG2 and all are telling me the same thing. Anyone else with this issue? I have haven't rebooted or done a system refresh as I am busy watching while the boxes record more content...

Responses

Visitor

 • 

2 Messages

4 m ago

I am a new Xfinity subscriber. This feature worked for two weeks and now I am getting the same error you noted.

Mr_Kludge

Contributor

 • 

129 Messages

Ya they seem to have disabled this feature? I forgot to post but I rebooted and also did a system reset (was prompted to when I asked the box through the voice remote why it was not working). Didn't change anything and still not working.

Official Employee

 • 

73 Messages

Hello @AndreaJD2B! I hope you're doing well! Thanks so much for taking a moment out of your day to leave a post on our community forum! I'm sorry to hear you're having issues with your service, but you have definitely come to the right place for assistance! May I ask what the model of your box is?

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

Official Employee

 • 

229 Messages

Hello @Mr_Kludge, thank you for taking part in our community here. We want to ensure that this feature is working for you, so we'd love to help! Music Identification will not work with our Pace XG1v1s boxes but should work without issue with our XG1v4 and XG2 models. We are not showing any known issues going on at this time. Can you please post the exact error message, and code if displayed, you got when attempting to use Music Identification?

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

New Poster

 • 

7 Messages

I am having the same problem.  It worked.  Now it doesn't.  PX013ANC model.

Message:  "Sorry, you TV box doesn't support music identification."

Official Employee

 • 

146 Messages

Hey @KB23834, thank you for reaching out to us on our forums and letting us know you're having the issue as well. It appears there may have been an issue with the box updating as it should still have the feature. I'd like to take a closer look and help get it fixed. Can you private message us by clicking the "message" icon in the upper right page of our forum page. Once you click on that, input our shared handle Xfinity support to send us a private message.

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

 • 

1 Message

3 m ago

I also started getting the same message a couple of days ago. It was working and then it stopped. Customer chat recommended unhooking everything and connect it again and also connect directly to wall outlet without splitter. I have not had the time to try and unhook everything and reconnect it that way yet, but not sure how that would help as this equipment was newly installed just last week and the song identification feature was working.

New Poster

 • 

7 Messages

Sounds like a weak attempt to throw the blame on the end user.  I have been in IT for almost 40 years and have seen every trick in the book.  Don't by it.  The problem is on their side and they are too incompetent to figure it out.

Official Employee

 • 

178 Messages

Hello @user_017951, thank you for reaching out to us on our community forums. Could you please send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account? Our team would love to take a further look at this issue!

 

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

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

New Poster

 • 

7 Messages

@XfinityAldrik I chatted and talked to Xfinity techs who told me that I needed a new box.  They sent me a box that didn't even have voice command capability.  They sent me another box that was identical to the first box they sent me:  no voice command. 

I sent the two boxes back, but I am sure I am going to have an ordeal making Comcast remove the shipping charges, additional DVR, and other charges they gave me for their screw up.  

Here's another fun fact:  When talking and chatting with the techs they were not aware of this conversation site and the many complaints about the music identification feature being deleted from our account.  

Comcast/Xfinity seems to have several entities that do not know what the other is doing.

Official Employee

 • 

159 Messages

Hi @KB23834

I apologize for the run around with getting you the correct box. We do want to be sure everything is adjusted as it should be. To make sure we get you the correct assistance, please create a new thread and we will be happy to help!

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

 • 

5 Messages

3 m ago

All posts asking about why Music Identification suddenly stopped working is exactly the problem I’m having. No sense in repeating it all. Please just tell me what to do. Absolutely nothing has changed on my end. 

Official Employee

 • 

178 Messages

Hello @user_b93d69, thank you for reaching out to us! For troubleshooting purposes, what model is your box? Is there an error message that appears when trying to use this feature?

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

 • 

5 Messages

Where do I find the number to my box? The message I get when asking for song ID is:

“Sorry, your TV box doesn’t support music identification.”

Visitor

 • 

5 Messages

My complaint is identical to everyone else’s here. 

Official Employee

 • 

147 Messages

No worries @user_b93d69, we will definitely get this figured out! To better assist, let's move over to a private message platform. This way will we have better access to your account and equipment details. When you can, please send us a direct chat message with your full name and complete service address to "Xfinity Support". To do so, click on the chat icon located at the top right of this forums page. 

 

Here are the detailed steps to direct message us: 

Click "Sign In" if necessary

Click the "Peer to peer chat" icon (upper right corner of this page)

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

Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

Type your message in the text area near the bottom of the window

Press Enter to send your message

 

Let me know if you have any questions.

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

 • 

2 Messages

3 m ago

Same problem here.  Replaced my Flex box one month ago at the recommendation of an Xfinity tech support person when this feature stopped working.  Featured worked for a couple of weeks on the new box, now today not working AGAIN.  Usually when I turn TV/Flex on first thing, it comes up on the Home screen.  This morning, it opened an odd screen that wanted me to select Account, which tells me something uploaded to the Flex device probably last night.  I have already done a hard restart on both XFi gateway and the Flex box.  Still not working.  If you folks can't keep features working, please stop advertising them.

(edited)

Visitor

 • 

2 Messages

@user_7a28cf Well, it seems Xfinity is very selective in choosing who to reply to on this board.  As stated, I have the same problem as many others.  Same error message "... your TV box doesn't support ...", have already replaced the box once only to have the feature fail again after working for 2 weeks. The model number on my box is TX061AEI.  What is Xfinity doing to correct this problem?

Official Employee

 • 

139 Messages

Good morning, @user_7a28cf, and thank you for taking time to reach out through our Community Forums page for assistance with your Music Identification issue. Our engineers are still working to get this feature repaired, as this has been reported as a wider issue.

 

I'd be happy to take a closer look into this with you and provide additional information as it becomes available. Please send a Private Chat Message over so we can do just that. 

To send us a Private Chat Message, select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support chat, you do not need to input the name of a person. Just select “Xfinity Support” and you will be able to speak with the next available specialist.

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
Mr_Kludge

Contributor

 • 

129 Messages

3 m ago

I've been trying to reply for quite some time. System seems broken? Anyhow this is working on my XG2 just not on my 2 Xg1v4s. My theory is that they removed it to make room for other apps or forgot to put it back after a recent update.

Mr_Kludge

Contributor

 • 

129 Messages

3 m ago

@ComcastKatieMS As mentioned it is working on my XG2 but not on Xg1V4s. Error is "Sorry, your TV box doesn't support music identification."  in white letters near the bottom of the screen. Below that in blue "Please try using this feature on another TV box.". Seems to be a system issue an not something unique to me. I have already tried box resets and system refreshes. 

On a side note if i attempt to reply here using the latest Apple Safari (14.1.1) I always get a "Request failed with stats code 431". I had to use Chrome to post these replies. Seems the code here needs to be updated to accomidate?

Official Employee

 • 

77 Messages

Hello there @Mr_Kludge! Thank you so much for those details regarding the music identification feature on your Xg1V4s box! I did take a deeper look into this error, and I can let you know that due to diligent customers like yourself, it has been reported to our engineers, and they are working to come up with a fix. While we are working on getting this back on all compatible boxes, we do appreciate your understanding and patience!

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

 • 

10 Messages

Mines still out as well as audio and video are out of sync. Have been contacted by corporate but they still have no fix. Over twenty calls now and I’m waiting on my third tech visit. We’ll hope for the best?

Official Employee

 • 

350 Messages

We'd love to follow up on your tech visit and ensure everything gets resolved @user_387185. Do you mind sending us a PM so we can assist and follow up further! 

 

To send a private message, please click on the chat icon on the top right next to the bell. Please make sure to send the message to our singular handle "Xfinity Support" and we will get back to you ASAP.

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

 • 

10 Messages

3 m ago

Yes, I’m having this issue. Mine has been out since Memorial Day. I’ve called eighteen times and had two service techs to the house. This is the last thing that still doesn’t work. Good luck is all I can say. Too bad there is really not an option of another provider

Visitor

 • 

10 Messages

3 m ago

Mines been out since Memorial Day. I’ve made eighteen phone calls and had two technician visits. This feature still doesn’t work. Some one was supposed to reach out from X-finity but so far no luck. Good luck! Hahaha

New Poster

 • 

4 Messages

3 m ago

yep - will see what happens - software issues

Visitor

 • 

1 Message

3 m ago

I have the same issue- was working and then in May it just stopped. Message states "your TV box doesn't support music identification". Have rebooted, tried a system refresh, made several calls, had a technician come out, all with no success. I did have a senior IT person tell me that the issue was on Comcast end and that there was a firmware issue and that they would get back to me. It is now July and I'm still waiting for a fix as well as some return communication.

New Poster

 • 

4 Messages

@user_c00207 yes same here I just sent an email to the office of the head dude - they know they have a problem but will not admit it

Visitor

 • 

1 Message

2 m ago

I’m having the same issue as everyone else.  Error message, Sorry, your box doesn’t support music identification. All other voice commands are working fine. How do we go about getting this fixed?

Official Employee

 • 

74 Messages

Hi there @beach2! We aprreciate you for using the Xfinity Community Forum to report to issue you're having with song identification on your X1 cable boxes. We'd be happy to help get this resolved. Can you please confirm the make and model of the boxes you're receiving this error message? 

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

 • 

1 Message

2 m ago

Just realized I’m having the same problem. Looks like after reading all previous comments it’s a known issue to us subscribers but as usual Comcast/Xfinity does want to admit there is an issue. Same thing happened several years ago on a similar matter. Sadly all we can do is wait for  it to be fixed or cancel service and go else where!!!!

Official Employee

 • 

350 Messages

Hey there, @user_d71327. What type of box are you using that is having issues? Does it affect all boxes in the home? 

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

 • 

5 Messages

@user_d71327 

I can’t believe this is still going on. It’s absolutely ridiculous. And Comcast acts like they are

just now hearing this complaint. I don’t even know where to find my box type and number! Shouldn't they already know that? I’ve been paying my bill every month for years on time and never ever late. They should tell me what box I have and pay them for. Unbelievable. Comcast, you know the problem so just fix it!

Visitor

 • 

1 Message

2 m ago

I am on the hold on the phone right now with Comcast i have self replaced the box myself twice and now the box is saying the same thing again The agent on the phone is wanting me to approve a $100 tech call i pay over $200 a month you would think Comcast would have enough pride in their company that they would want their customers equipment working correctly! Charges like this are a good way to drive away customers!

Visitor

 • 

5 Messages

@Fishers2 

I can’t believe this is still going on. It’s absolutely ridiculous. And Comcast acts like they are

just now hearing this complaint. I don’t even know where to find my box type and number! Shouldn't they already know that? I’ve been paying my bill every month for years on time and never ever late. They should tell me what box I have and pay them for. Unbelievable. Comcast, you know the problem so just fix it!

GOOD LUCK! 

Visitor

 • 

10 Messages

@Fishers2  I wouldn’t pay for the visit. I’m having that and many other issues. They’ve been here four times. The last time the tech was great and basically replaced everything including new boxes. He got everything working including music identification but I lost that after one day. It’s on their end. They are aware of it, save your money and hope for the best.

Official Employee

 • 

328 Messages

Hello @Fishers2 and thank you! I really appreciate you being a member of the Comcast Family! Did you get an appointment set up to repair your TV box? We do not charge a repair fee for our equipment. I can only guess there would be a charge if you experienced a failed self install for new service which would result in having a professional installation. I would be happy to take a look and see what we can do about any charges you've received.  

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

Official Employee

 • 

147 Messages

No worries @user_b93d69. If you are unsure what box you are using, we can take a look at your account and help get this figured out! To get started, please send us a direct chat message with your full name and complete service address to "Xfinity Support". To do so, click on the chat icon located at the top right of this forums page. 

 

Here are the detailed steps to direct message us: 

Click "Sign In" if necessary

Click the "Peer to peer chat" icon (upper right corner of this page)

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

Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

Type your message in the text area near the bottom of the window

Press Enter to send your message

 

Let me know if you have any questions.

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

 • 

2 Messages

2 m ago

I have been having the same issue. The song identification works on my small X1 box upstairs, but no longer works on the large X1 box in the living room. I am getting very disgusted with Comcast lately.

Official Employee

 • 

132 Messages

Hello, @user_9acbcf! Thank you for participating in this thread! I apologize for the trouble with the song identification. If I may help with this or anything else Comcast, please create your own thread with the details. We are happy to help there. We look forward to your reply! 

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

New Poster

 • 

4 Messages

1 m ago

I have this same issue. I have called, chatted, had a technician come out, and updated my box. Yet this feature is still not working, ahd ANYONE had this issue resolved?  

Visitor

 • 

2 Messages

I have the same problem. Brand new box too … the XG1v4. This is the third box I’ve tried so I’m beginning to think it’s not the box. And even the Xfinity store in Exton PA tried “what is this song” on their huge TV and it didn’t work doe them either!! Comcast! This is NOT a user problem. It is an internal problem.  

New to the Community?

Start Here