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FastEddy1793

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1 Message

Tuesday, September 21st, 2021 3:55 PM

Closed

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 

3 years ago

26.5K

42

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5 out of 5 users found this helpful.

user_05b384

Visitor

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1 Message

3 years ago

Same issue here. When I push a button on the remote, say to get to my DVR recordings, there is a 15-20 second lag before there is a response to the remote. Super disappointing - been with Comcast for decades but may have to try YouTube TV if this can't be remedied.

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mike_e133

Contributor

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64 Messages

@user_05b384​ I switching to YoutubeTV too when my contract is up, a loot less programming available but I’ll get use to it

3 years ago

0

yafster

Visitor

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5 Messages

3 years ago

I have the same issue with my X1 Box, I posted to this forum with this exact issue and still have had no joy in resolving the issue 

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user_d5a9d6

Visitor

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1 Message

3 years ago

Same problem since we upgraded to 600 and all the same apps are super slow. The words don’t match either. 

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user_87c75f

Visitor

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2 Messages

3 years ago

Sam ere  horrible streaming good no box but the 

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user_c4a60c

Visitor

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1 Message

3 years ago

I have the same issue since installing the X1 box. All respmses and menue refresh are slow. Pretty sad that Comcast puts such junk out for their customers to deal with and diagnose

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user_0cc0da

Visitor

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1 Message

3 years ago

Same issue. System refresh doesn’t help. Extremely frustrating. 

2

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CCXavier

Official Employee

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695 Messages

Hello @user_0cc0da, did you need additional assistance? 

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

pmr1952

Contributor

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41 Messages

Why can't you just tell people OH WELL. Comcast has no fix for the junk cable box. 3rd party apps are a joke to load if they do at all. Got a roku box and streaming is night and day. And the voice remote actually works. Waiting for my 5G home modem and it's bye-bye Comcast. 

3 years ago

0

user_e4c7ad

Visitor

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2 Messages

3 years ago

I just had the system installed Saturday and am experiencing the same slow or no response times with the X1 box. This is making me regret changing to Comcast.

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yafster

Visitor

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5 Messages

3 years ago

I was getting the same issues, but ( drum Roll ) I fixed it so now I am getting very little slowdown when changing menu items Apps etc... 

The fix...  Get your self a 3GHz 2 way splitter, replace the one the you got in the box, if indeed you had one.  Then power cycle both modem and cable box.  

This resulted in me going from 60 plus seconds when clicking on the apps icon to around 5 seconds ( this I can live with ) of course your milage may vary depending on cable speed etc.... 

Good luck and happy speedy viewing

(edited)

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user_e4c7ad

Visitor

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2 Messages

3 years ago

Don't have a splitter, I refreshed yesterday and it seems to have resolved the problem for now. I have my gateway on a separate line.

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user_358ecc

Visitor

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2 Messages

3 years ago

I've been having the same problem for a couple years. It's to the point I don't watch cable much anymore because of this ongoing issue. Just waiting for my two year contract to end. I've addressed this problem with customer service multiple times and nothing has changed. I've done system refresh, unplugged, and restart still going slow as usual.

3

pmr1952

Contributor

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41 Messages

@user_358ecc​ don't hold your breath if you think comcast will fix the problem. The cable box is a piece of junk. I went and got a Roku ultra-box and that what I use. no lag with 3rd party apps. 

3 years ago

0

CCAmir

Gold Problem Solver

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7.2K Messages

Hi user_358ecc, this is not the experience that we want for you. I enjoy TV and the content it has to offer, so I want for you to enjoy it was well :) I am sorry that it has been years of you dealing with the same issue, I couldn't imagine the frustations this has caused you. Don't worry we can get this taken care of, to get things going could you please send us a private message with your full name and street address? 

 

"Searching for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:
• Click "Sign In" if necessary
• Click the "Direct Messaging" icon or https://comca.st/3kajO4e
• 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 https://comca.st/2XfS9FQ for an example.

I no longer work for Comcast.

3 years ago

0

mike_e133

Contributor

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64 Messages

So is the problem fixed the rest of us need to know

3 years ago

0

mike_e133

Contributor

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64 Messages

3 years ago

Everyone having same issue seem to me it has something to do with the boxes themselves so replacing one for another does not solve anything

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phage

Visitor

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3 Messages

3 years ago

Seems to me tv providers bit off more than they could chew when consolidating myriad streaming services.  The parsing of entertainment by the big players - each with a variety of options - all at different costs has to be difficult to manage.  If I ask for a show from Netflix the screen shows the picture of the show - but then I still have to go to “Netflix”, indicate who I am and then select the show again.  It is now, all in all, what I would describe as a “Rube Goldberg” approach.  It has to get better.

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user_69b1b9

Visitor

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7 Messages

3 years ago

We just moved last month and transferred our Xfinity service. I was told where we lived before that we couldn’t use newer equipment until Comcast updated the lines in our area. Last summer they did that and we were able to use newer Gateway modem. Now with our move the newer X1 box is horrible, we basically haven’t been able to watch this TV since we moved in. We switched out the box to a new one and have had two techs out at our expense with no result. I am assuming my new neighborhood needs to be updated by our Comcast (Xfinity);in order for the new type of equipment to work. I will be going back to our local Xfinity store and beg for an old box back. I am in Plato Center, IL. A small farm town which I am sure is not high on their list for service.updates. 

1

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yafster

Visitor

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5 Messages

@user_69b1b9​

was getting the same issues, but ( drum Roll ) I fixed it so now I am getting very little slowdown when changing menu items Apps, etc... 

The fix...  Get yourself a 3GHz 2-way splitter, replace the one you got in the box if indeed you had one.  Then power cycle both modem and cable box.  

This resulted in me going from 60 plus seconds when clicking on the app's icon to around 5 seconds ( this I can live with ) of course your milage may vary depending on cable speed etc... 

Good luck and happy speedy viewing

3 years ago

0

Tyjones12

Visitor

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1 Message

3 years ago

Is there any fix out there at all for this, this has been happening for over a year now for how many people and its still not fixed? 

6

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yafster

Visitor

 • 

5 Messages

@Tyjones12​

was getting the same issues, but ( drum Roll ) I fixed it so now I am getting very little slowdown when changing menu items Apps, etc... 

The fix...  Get yourself a 3GHz 2-way splitter, replace the one you got in the box if indeed you had one.  Then power cycle both modem and cable box.  

This resulted in me going from 60 plus seconds when clicking on the app's icon to around 5 seconds ( this I can live with ) of course your milage may vary depending on cable speed etc... 

Good luck and happy speedy viewing

3 years ago

0

CCAaron1

Problem Solver

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954 Messages

Hello and thanks for reaching out @Tyjones12. I am sad to hear that you cable box is running slow and I would love to see about getting this resolved. Please send me a direct message with your first and last name, along with your 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 detailed steps to direct message us:  

  • Click "Sign In" if necessary 
  • Click the direct message 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 
  • Type your message in the text area near the bottom of the window 
  • Press Enter to send your message 

I no longer work for Comcast.

3 years ago

0

user_619e52

Visitor

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1 Message

Same issue randomly on all 4 of my TV X1 boxes. I live in a very populated area just outside of Chicago so I don't think it's old wiring or anything like that. I've tried all the things mentioned and nothing works besides just waiting until it starts working better some days. Also getting sick of Xfinity charging me for an extra box they think I supposedly have. I only have 4. 1 main, and 3 of the smaller ones, but they think I have 2 mains and 3 small ones. I've been to the Xfinity store and they said they would remove the charge but still getting charged. Also spoke to someone by phone who said it would be taken care of but still getting charged. I think Comcast owes me some money for these charges and the terrible slow service. I'm at the point of cutting the cord and going with another streaming service. Paying $250+ per month for this bad service is getting ridiculous. 

3 years ago

0

CCAnna

Problem Solver

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874 Messages

I am sorry to hear this has been an ongoing issue for you and your family @user_619e52. Our team would be happy to investigate the cause of your slow cable boxes. While we run some tests, I can also look into the additional cable box charge. 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

user_69b1b9

Visitor

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7 Messages

@XfinityAaron​ How come you didn't respond to my response??  Hmm? 

3 years ago

0

CSchlecht1

Visitor

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2 Messages

3 years ago

Im having the same issue. First time set up and signing in to apps is excruciatingly slow. Controller input is so delayed that nearly each letter selection is an error. Navigating the platform is cumbersome as well when I finally get it. 

2

user_69b1b9

Visitor

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7 Messages

@CSchlecht1​ We ended up having to return the newer DVR box that we were issued and are just using one of the small black boxes which works perfectly fine.  We have assumed our neighborhood is not up to date with the needed underground wiring for the newer style DVR boxes to work.  So we now can't record or paused what we wish but it sure beats not having to deal with the slowness and irritation of not having a properly working system.  

3 years ago

0

CCJodie

Problem Solver

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1.3K Messages

@CSchlecht1 Hey there! Sorry to learn about the delay in navigating. That is super odd and should not be happening. Please send us a private message with your full name and service address.

To send the requested information in a private message to Xfinity Support from any Forum page:

  •    Click "Sign In" if that prompt is visible
  •    Click the "Direct Messaging" icon or https://comca.st/35r9IqW
  •    Click the "New message" (pencil and paper) icon
  •   The "To:" line prompts you to "Type the name of a person", but don't do that.
  •       Instead, type "Xfinity Support" there. As you are typing a drop-down list appears.
  •   Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.
  •   Type your message in the text area near the bottom of the window
  •   Press Enter or tap the >icon to send it

I no longer work for Comcast.

3 years ago

0

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