Dasummers's profile

Frequent Visitor

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32 Messages

Thu, Jan 14, 2021 11:00 AM

What model box should I get?

I currently have an XG2v2-P, Pace PX022ANM. Comcast support tells me this is an old box causing the problems I am seeing (which I will NOT get into), and will send me a newer, different model. They keep shipping me the same model box, or other boxes I don't need replaced though. What model should I be looking for? When I call back, they tell me they have no control over what the warehouse ships to me, but I am welcome to go to my local store and stand in line while catching Covid, and hope they have the box I need, whatever that may be.
I now have 3 of the XG2v2s, 4 of the XiD-Ps, and today an Xi5 showed up.

Responses

Dasummers

Frequent Visitor

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32 Messages

5 m ago

Please help. Due to Comcast's phone systems, can no longer get through to anyone without going through an endless cycle of restarting the cable box, waiting 20 minutes, and calling again, restarting my cable box, calling again, etc. And chat agents aren't available online. Need someone with some intelligence to contact me please.
Dasummers

Frequent Visitor

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32 Messages

5 m ago

The old one was a Pace too. Support (and my research on the forum) says the issue is due to older firmware/hardware. Sound and picture both drop out simultaneously for a few seconds several times throughout the day. Sometimes the issue occurs just a few seconds after the TV and box are initially turned on, and if so, the sound does not return unless the box is power cycled. Support tells me logs show issues connecting to the server, and a different type of box is needed to correct the issue. I have attached the "about" for the old and the new boxes (top is old, bottom is new). The STB versions are the same, so I don't see any reason to expect different results.
CCAndrew

Diamond Problem Solver

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25.9K Messages

5 m ago

The Pace version is the newest XG2, what do you have going on?
Dasummers

Frequent Visitor

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32 Messages

5 m ago

The cable from the street to my house was replaced 4 months ago. Brand new direct burial cable to replace cable that *was not* rated for direct burial. That solved my internet issues. Signals improved dramatically according to my customer owned router. Are there diagnostic logs in the STB I have access to which would provide that information?
CCAndrew

Diamond Problem Solver

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25.9K Messages

5 m ago

Sounds like issues more related to signal issues to that box as opposed to the box itself. The boxes do need a clean signal

Official Employee

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2.7K Messages

5 m ago

Hello, @Dasummers! I'm glad you reached out to us here on the Xfinity Forums about this issue you are experiencing with your cable. 

As CCAndrew mentioned, this sounds more like a signaling issue. We have access to a more in-depth signal history on our end and I'd love to take a closer look to see what we can do about getting this fixed for you. 🙂
Please send me a private message with your first and last name, as well as your service address so I can assist. 

 

 To send a private message, click my name "ComcastTambrey", then click "send a message".

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