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FastEddy1793
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Tuesday, September 21st, 2021 3:55 PM

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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.

Question

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Updated 

2 years ago

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XfinityJeniece

Official Employee

 • 

2.5K Messages

3 years 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. 

9

0

user_05cddb

Visitor

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1 Message

@XfinityJeniece I'm having the exact same issue. What is Xfinity doing to correct this?

3 years ago

CCSean1

New Problem Solver

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318 Messages

Hello @user_05cddb, thank you for taking the time to reach out to us on the forums I hope you are doing well! I am sorry to hear you are experiencing the same issue and we would love the opportunity to get to the bottom of this and get it resolved for you.

 

Can you send us a direct message with your first and last name and address to get started?

I no longer work for Comcast.

3 years ago

0

user_fb7007

Visitor

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2 Messages

@XfinityJeniece this really isnt a helpful response. What is xfinity doing to correct this. Its obvious many of your customers are experiencing the exact same issue, including me. “Turn it off and back on again” isn’t a suitable answer for how much we pay for this service

3 years ago

user_susan

Visitor

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1 Message

I'd like a response as well, the lag time is excruciating

3 years ago

CSchlecht1

Visitor

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2 Messages

I have this same issue. First time with a cable box in years… how do I fix this?

3 years ago

0

DreamSayerZ

Problem Solver

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593 Messages

3 years 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.

7

user_468f77

Visitor

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2 Messages

@DreamSayerZ trying this now!

3 years ago

0

mike_e133

Contributor

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64 Messages

Yes you can restart all the time but you shouldn’t have to keep doing this they need to fix the problem, every time you call you have to do all these steps over and over then it starts working and they think they have solved your problem when the just delayed the problem for another time.

3 years ago

Dnajera15

Visitor

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1 Message

I’ve done system refresh and it doesn’t make a difference…. Prime is ESPECIALLY slow…. It’s impossible to rewind or forward with any kind of accuracy and it loses sound and keeps crashing. But works perfectly in Apple TV. Also only an issue on the X1 box.

3 years ago

XfinityThomasC

Official Employee

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2K Messages

Hello @Dnajera15. When your X1 TV box crashes does it present an error code or 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

3 years ago

0

user_caec73

Visitor

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5 Messages

Same problem too, no solution 

3 years ago

0

user_468f77

Visitor

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2 Messages

3 years ago

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

3

XfinityEmilyB

Official Employee

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1.7K 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

3 years ago

0

user_4bc461

Visitor

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2 Messages

I’m having the same issues. Can anyone help me? It’s on all 3 of my xfinity tv’s. 

3 years ago

Arturo.i

Visitor

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14 Messages

@XfinityEmilyB​ your fix is pairing the phone with the box again!?!?!?!? ARE YOU SERIOUS!?!?!

2 years ago

Andyr1

Gold Problem Solver

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7.9K Messages

3 years 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.

1

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mike_e133

Contributor

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64 Messages

@andyross​ how many times have you had a problem since you posted this “fix”? 

3 years ago

phage

Visitor

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3 Messages

3 years 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)

2

CCAnna

Problem Solver

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874 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 no longer work for Comcast.

3 years ago

0

rkelley_sf

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)

3 years ago

HiTekRednek1788

Visitor

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1 Message

3 years 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.

3

CCHeather

Problem Solver

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1.1K 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 no longer work for Comcast.

3 years ago

0

rkelley_sf

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)

3 years ago

CCMike1

Official Employee

 • 

933 Messages

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 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.tick

3 years ago

0

Jbwood1950

Visitor

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1 Message

3 years 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.

4

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CCBiancaB

Problem Solver

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574 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 no longer work for Comcast.

3 years ago

0

CharlesCross99

Visitor

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2 Messages

@Jbwood1950​ Can’t be wiring I have the xfinity box and my Xbox1 hooked up and my xbox loads up paramount HBO max etc super quick.

2 years ago

0

CharlesCross99

Visitor

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2 Messages

@Jbwood1950​ Not old wiring. I have my Xbox 1X setup for streaming as well and paramount+ HBO max etc loads up quickly.

(edited)

2 years ago

0

XfinityDemitrius

Official Employee

 • 

1.4K Messages

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 

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

2 years ago

0

mlstarner

Visitor

 • 

1 Message

3 years 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. 

1

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pmr1952

Contributor

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41 Messages

@mlstarner I fixed the problem. trying to get comcast to fix is a waste of time. I went and got a ROKU ultra-box and stream everything now and works 100x faster than a comcast box.

3 years ago

Andyr1

Gold Problem Solver

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7.9K Messages

3 years ago

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

0

0

pmr1952

Contributor

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41 Messages

3 years ago

I have the same problem with 3rd party apps. the sad part is even on peacock which comcast owns does the same thing. I wish I could tell you that they fixed the problem that I have been complaining about for over 2 years but it's not. I solved the problem myself. to watch 3rd party apps, I went and got a Roku ultra-box. 

p.s. the picture Quilty is 100x better than the comcast box.

0

0

user_986526

Visitor

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1 Message

3 years ago

I am having the same problem with my new box...and I took a new one back a few weeks ago because of the same problem. It didn't help. Some days it is fine, but some days (like today) it is bad. If I try to change a channel, try to go to a saved recording or any other commands. It takes forever. It takes a full minute before the screen darkens and attempt do do something and then it just reverts back or says "please wait a moment we are having problems" and then reverts back. It is very frustrating as we are football fans and have friends over to watch the games. The next day, or evening after it will be fine. This is very frustrating. Can you please at least list the things that could be happening on your end? I have been through support (why I got the new box) and that did not help. Should we expect this issue to happen intermittently? Even an answer on that would help. Thanks

2

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XfinityTony

Official Employee

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1.1K Messages

Thank you for your comment, @user_986526! We would love to take a deeper dive into what is going on. Can you use the Direct Messaging icon in the upper right (next to the bell) and compose a new message to "Xfinity Support" with your name and address? Thank 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

3 years ago

0

mike_e133

Contributor

 • 

64 Messages

So what was the fix???????????????????

3 years ago

0

Andyr1

Gold Problem Solver

 • 

7.9K Messages

3 years ago

Most likely it is a weak signal issue. Could be up or downstream. That can prevent it from accessing the servers. It may be marginal and sometimes works and sometimes not. You can Google "X1 diagnostics screen" to see how to check the DOCSIS signal levels. 

1

mike_e133

Contributor

 • 

64 Messages

@andyross​ They said my signal was too strong they then put a amplifier outside and one inside to balance the up and down stream. One day later everything is back to the way it was before, using remote really slow, shows will stop and ask if you want to delete when you have not finished watching yet, fast forward and rewind lag etc.

3 years ago

0

user_9b11f6

Visitor

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1 Message

3 years ago

I am having the exact same issues. Refresh doesn’t work. Has anyone had resolution to the glitching and slowness? This is a brand new box. 

1

CCGina

Official Employee

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800 Messages

Hi @user_9b11f6, did you happen to see the comment above from @andyross? Just to cover all the bases, are the cables from the box unkinked and unbent? Are the connections at either end snug, but not super tight? Is there a splitter on the line inside? Do you see any damage, fraying or corrosion on connections?

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.tick

3 years ago

0

user_4bc461

Visitor

 • 

2 Messages

3 years ago

I am having the same issue. All 3 of my boxes are so slow it takes almost 1 minute for the guide to load. Is there a way this can be addressed? My wifi is fine and going at normal speed. 

1

XfinityJorge

Official Employee

 • 

1.7K Messages

Hello, @user_4bc461 thanks for commenting on this thread and we are happy to help. To get started can you let us know what troubleshooting steps mentioned above you have attempted? 

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

3 years ago

0

user_eccbd3

Visitor

 • 

1 Message

3 years ago

We are having the same issue at our house. Xfinity seems to be deferring to “it’s on your end not ours” guess that South Park episode is pretty accurate. 

0

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