F

Visitor

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1 Message

Tue, Sep 21, 2021 3:55 PM

Very slow X1 box response

Since installation, using Xfinity via the X1 box is excruciatingly slow. Loading Disney+, Netflix, or Paramount+ takes 60+ seconds just to get to the "home" screen. Then, trying to select anything forces you to wait a few seconds for a button click on the remote before it actually happens on the screen. Even just pulling up the Guide and browsing through it is slow. Button response during live or recorded shows is also very slow. (2) wireless boxes and (1) other hard wired box work acceptably well... just the main X1 box has this problem. It has been replaced twice with no change. (2) techs have come out and both said that my signal is "tanked" (to use their language). They say that the recently installed cable running down our road should have had "boosters", or "amplifiers" installed, but that they do not. They said that the cable installation is under review for re-engineering, and they have no time frame for when this will happen.

Has anyone else experienced this type of problem?

In addition, 1200 Gbps speed is actually consistently 300 to 340 Mbps. This in itself is acceptable to me since I was getting 10 Mbps from my previous wifi supplier.  But this, too, may be a result of data "garbage" in the main cable line.

Official Employee

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533 Messages

2 m ago

Hey there, @FastEddy1793, thanks for reaching out through Xfinity Forums! I am so sorry to hear you are having issues with your X1 box! We definitely want to get this resolved for you so you can enjoy all of your favorite programs! I would love to take a look at any work orders or jobs in your area. 

 

Please send us a private message with your name and service address to "Xfinity Support" by clicking on the chat icon at the top right of the page. 

Contributor

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90 Messages

2 m ago

This happened to me the other day. Never had issues like this before and have been using Xfinity for years. I did a System Refresh and the problem was solved. You could give it a try.

  1. Press the A button on your remote control.
  2. Select the System Refresh tile, and press OK on your remote.
  3. Select Refresh Now, and press OK on your remote.

Visitor

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2 Messages

@DreamSayerZ trying this now!

Visitor

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2 Messages

2 m ago

Having the exact same symptoms. Trying a system refresh to see if it helps, like another user suggested.

Official Employee

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302 Messages

Thank you for taking time to reach out to our community forum about your delayed responses on the X1 box, @user_468f77! It's never fun to experience delays with your remote, it reminds me of dial up days! I appreciate you trying to reset your box. It can also help to reset and pair the remote. What is the model number of your remote? 

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
andyross

Gold Problem Solver

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7.1K Messages

2 m ago

You shouldn't need a full refresh. Try using Restart instead. You can also just pull the power plug for a few seconds.

I have had signal issues due to Comcast updating some of the ancient wiring here. A few times after service came back, my XG1v4 was very slow. A Restart fixed it.

Visitor

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2 Messages

2 m ago

Same issue: Periodic long delay between clicking a selection and the response.  I have completed a disconnect overnight fix and a within system restart fix.  Both helped, however the problem recurred.  I, and a Comcast real person assistant agreed I should swap out the box.  Then another tv in my home acted similarly.  I pay too much to have poor service.  Old wiring in the street makes sense.  I am located in West Seattle - (edited personal information).  Does Comcast reveal where updating is happening?

(edited)

XfinityAnna

Official Employee

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371 Messages

I am sorry to hear you have ongoing problems with your cable boxes @phage. This is certainly not the experience we want for our loyal customers. We do monitor our network and make sure all services work optimally for our customers. At times, you could receive a notification letting you know maintenance work will be done. To view these notifications easily, check out the My Account App.

 

I would be happy to help get your current boxes working great again. Can you send us a private message with your full name, name of account holder (if different) and service address? To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”. We look forward to hearing from you! 

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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2 Messages

The upper right corner of "what?" This forum page? My Xfinity app on my phone? Or? There is a notification bell in the upper right corner of this forum page, but I don't see a chat icon (only the icon for my account). Will you please send clearer instructions for how to send a private message to me, a newbie?

(edited)

Visitor

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1 Message

15 d ago

I have had this same issue for months. All of my boxes are extremely laggy. I have tried system refreshes, restarting the boxes, everything. Nothing will fix it. Its extremely frustrating given how much I pay for cable. I called in awhile back because our internet would sporadically go out several times per day. They resent a signal and that fixed the internet. They said it would fix the cable box and it did for about 12 hours. Now back to waiting 30 seconds for shows to pause after i press the button.

Official Employee

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413 Messages

@HiTekRednek1788

Thank you for reaching out to the Digital Care Team. I hate to hear this has been your experience and would love to investigate this for you! Please send us a PM with your first and last name, as well as house numbers to your service address. 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

Visitor

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2 Messages

The upper right corner of "what?" This forum page? My Xfinity app on my phone? Or? There is a notification bell in the upper right corner of this forum page, but I don't see a chat icon (only the icon for my account). Will you please send clearer instructions for how to send a private message to me, a newbie?

(edited)

Visitor

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1 Message

6 d ago

Same issue, not sure if old wiring is the problem or what. Seems to come and go, some days worse than others. Sometimes the remote is borderline unusable.

Official Employee

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201 Messages

Hi, @Jbwood1950! We're happy to look into this further. Can you please click the Direct Messaging icon at the top right of the page, click on the pen and pad icon and enter Xfinity Support in the "To" section of the chat and provide us with your first and last name so we may further assist you.

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

3 d ago

I have the same issue. When my old box died after 4 years, the new style box I received was laggy right out of the box. The guide is slow and I have to press the voice control button 4-5 times before it stops making the error sound and starts to listen. If the box has been on for a while and I press any button on the remote, even the volume buttons, the screen goes blank for a couple seconds before it comes back (almost like the box was just turned on). The thing is, I have a second box that I received with the original one 4+ years ago and it works perfectly. I feel like that rules out a wiring issue and points to a hardware issue. After a few months of the new box, I reached out to customer service and got a replacement box but it has been just as bad. It's frustrating, seeing how much service costs. 

andyross

Gold Problem Solver

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7.1K Messages

3 d ago

What model boxes do you have? You can find it on the bottom. Which one works fast and which one is slow?

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