Very slow X1 box response

@user_caec73​ We wasted a whole month of resetting, restarting, checking cables, switching boxes (four trips to Comcast store and two visits from techs) and nothing good came of it.  We removed the newer style DVR box that they gave us and just use one of the small boxes and all is good.  I asked for the older style DVR box back and they said they were short of inventory on them as they are popular, probably because the newer ones don't work in any areas where they haven't upgraded their ground lines. 

@user_69b1b9​ Because they don't know how to fix it and don't know what to do to help people either. I think its because of the 5G and overloading needs of internet more then ever since the pandemic . They just need to let people on the internet at all times and quit limiting the bandwidth usage while home. Its a nuisance and should be illegal. Just a trick to try and get people to upgrade their bandwidth to the next expensive plan. I cant afford the most expensive plan though so idk!!!!!

@MGreene92​ nope. I have their highest level tier service, and the TV experience with the X1 is the most painful media experience I've ever had.  I'm sure it works great in a vacuum in some lab, but in the real world, it's garbage. Extremely unresponsive and slow.  Apps take OVER a minute to launch, hitting Pause/Rew/FF, all have several second delay effects, causing it very difficult to navigate.  

Xfinity fails to admit this and blames the equipment (they are right) but replaced with another new set (my 1st box was less than a couple weeks old)... and it's the exact same..  The hardware is just SEVERELY underpowered along with poorly designed architecture. 

I've decided just use my smart TV for all apps, because it's instant. I only use the X1 now for TV (sports).. and get reminded every time I try to pause/FF/Rew navigate menu's just how bad this system is.  Even watching Recorded shows has huge delays

@MGreene92​ don't hold your breath that Comcast will fix your problem. I went and bought a roku box and I can stream any thing I want with 100% better speed. As long as the internet stays up. Well worth the 125.00 for the roku box. And the voice remote actually works. Just waiting for a 5G modem and bye-bye Comcast 

@pmr1952​  Yeah not counting on them although tbh they understand consumers frustration I think. I didn't even ask and they gave me an additional 200 MBPS. Unfortunately they still seem to try regulating how much internet were able to use which seems kinda illegal imo. We pay for a speed and service. Telling us we cant use the internet anymore and slowing us down id we go beyond our means is wrong. Either that or its just really slow service. What does the 5g modem do for you? I have my own modem and router. Does it have to be 5g modem and router to work. Is that the problem with our networking now is that it isn't 5G compatible but needs to be? My Iphone has 5G SIM card , but its not 5G network. Its Xfinity Mobile. I have the XR I had just got it and am not buying or upgrading any time soon because I have no need or desire to. Customer should not have to. We should be grandfathered in to the new 5G or have service that works with 4G. This switch to 5G from 4G has caused major problems everywhere. Annoying tbh. 

@pmr1952​ I went to ethernet on all my devices and now I am good things work better for me . I cant do non GB speeds non wired speeds. I work from home sometimes and need reliable internet everyday at all times. No ads no b.s .

@pmr1952​ unfortunately, we left 5G FIOS for Xfinity, because of poor consistent performance.  Xfinity does have the best internet I can find, it's just their TV  product that is absolute trash.  I've had to resort to using Smart TV for all apps and now only use TV for Sports.  Even their DVR is a slog. 

@Dominicr1​ - Try running the Tv to ethernet. That helped me. Was watching the hulk on X1 and it was the absolute worst!!!!!! Went to hook smart tv up to ethernet and everything was working right again. 0 errors and zero lag time. No packet loss or glitching. 

@MGreene92​ Same, Internet is great, TV stream & X1 box are garbage. 

@Kewpiedoll1077​ I never got any help from Xfinity.  I called again and was told that they need to send out a technician (for $100) to verify its not my house.  We already had two techs out since we moved in here in February 2022 without result.  I have begged them to update our neighborhood lines but nothing as of yet.  We currently have only use of two small black boxes. We have no recording options, no pause options, no voice control option etc. as the newer DVR box does not work in our new house and one of the techs took our older version but we are still paying a full price bill!!!!  Come on Xfinity, you need to start helping your customers fairly.

Thank you for reaching out @Kewpiedoll1077! I hate to hear you're experiencing this issue, and we're happy to help. I see you've already sent us a direct message, so I'll meet you there to continue.

@user_69b1b9 I am sorry to hear that you continue to have this issue. 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

@user_bcab81​ don't hold your breath if you think comcast is going to fix it. The sad part is when you go to the peacock app that they own it takes forever to load. but works fine on my Roku ultra-box. go figure. 

@jhidley​ Thank you for sharing this option.  Much appreciated.  I was messaging back and forth with an Xfinity rep last week and she kept insisting they need to send someone out though we have had two reps out already without any result.  My issue is paying for full services for which we have no option of getting using their product.  It's mind boggling that this is an issue for so many and they don't seem to know how to make it better.  I still truly feel they need to come and update the lines in my neighborhood.  They updated lines in my last neighborhood which then allowed up to use the newer modem they provided which wasn't an option prior to the upgrading of the lines.  

@user_6423da​ When the menus lock up, if you press the voice on your remote and say something like "Reset", it will find that program, then press the arrow next to the voice button and everything works as before.  Easier than unplugging the box and waiting.

@joe0813​ I feel you 100%.  Here is what I have done to solve it.  I use my smart TV  for ALL APPS.  Even using the Xfinity app on the TV is faster than using the X1 box.  The sad part is doing this, you lose the DVR function, which to be honest, is an exercise in futility and may cause a heart attack due to extreme frustration. 

I find their Internet to be great, but their TV service to be hot garbage.  Their engineers really pulled an Amber Heard (S...T..B..) on this system. 

Hello and thanks for taking the time to reach out, @joe0813. I am sorry to hear you are having issues with your X1 box being slow. I would love to assist you with this. It has been a couple of days. Are you still having issues, or were you able to get this resolved? 

@XfinityAaron​ it still lags badly, we cant even dvr things and fast forward or watch things on demand.  You go and hit pause, or rewind/fast forward and it lags so bad that you completely miss parts of the show.  I have tried to restart the box and a system refresh which both did not work.  I pay 250 a month and we should not have this issue 

Thank you for getting back to us, @joe0813. I agree, that lag shouldn't be happening! 

Since the X1 uses internet for a lot of its functionality, have you noticed any issues with your internet services as well? And are there multiple boxes where this is occurring (or not occurring)? Is the main box connected to a splitter? 

@XfinityGina​ no internet issues and we only use one box.  The box is connected to a splitter to the router/modem.  

@user_e86a3b​ Ugh!  I hope you can get it figured out. We still have not had our issue corrected and cannot use their DVR box at our new home.  We still pay a full price but have no recording capabilities, pause capabilities nor the speak into the remote option which we miss a lot!  It all [Edited: "Language"]!