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Thursday, August 3rd, 2023 1:03 PM

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X1 box channels on tv with SD service?

Upgraded to X1 box recently on a tv with only SD service at present (tv is HD capable but not signed up for HD service); using coaxial input to tv. Channels are showing up on tv as HD ones not SD ones? Ex. enter 2 for CBS and screen shows 802 for CBS. Go to Guide and it starts at 802 not 2. Why is this happening?

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2 years ago

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CCJessie1

Retired Employee

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5.9K Messages

2 years ago

@user_6f3f56 

Welcome to the Xfinity Forum and thank you for posting your question here. We do separate our SD and HD channels. Our SD channels are found on those lower-numbered channels (i.e., channel 2 for CBS in your area). The HD version of that same channel will reside in those higher-numbered channels (i.e., channel 802 for CBS in your area). You can find all HD channels in your area when checking your channel lineup on customer.xfinity.com or by visiting xfinity.com/learn/channel-lineup-bundles. You can learn more about how our HD service works in our HD Programming FAQ document. 

Now there is a feature in X1, that when enabled, will "auto-tune" you to the best resolution available (to the HD channel vs. the SD channel). It sounds like that may be currently enabled on your X1 device. If you prefer, you can turn off that feature by following the steps outlined in our Auto-Tune to Best Available Resolution on Your X1 TV Box document. 

Please let us know if you have any other questions. 

(edited)

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user_6f3f56

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@XfinityJessie​ 

Sounds reasonable. I'll see if we want to turn off auto tune.

2 years ago

XfinityAirelle

Official Employee

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2.5K Messages

2 years ago

Great! Let us know if you have any issues or additional questions. 

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user_6f3f56

Visitor

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@XfinityAirelle​ 

Do have one other thing. When first upgraded the Back Arrow button on remote took you to Last Watched stations 'screen' when you were on any station watching tv. Now it does not anymore ... even tried Last button on old cable remote and same result. You get the circle with Live in center of screen and timeline at bottom; sort of what you get when the button doesn't do anything at the moment. Don't know what happened when it worked fine initially. If we use voice remote and Previous Channel, we get the Last Watched screen ... but not with the Back Arrow button or Last button anymore??

2 years ago

0

CCJessie1

Retired Employee

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5.9K Messages

@user_6f3f56 

What remote do you have? None of our X1 remotes have a button labeled "back". On our most popular remote (the XR-15 voice remote) you can get to the last 9 watched channels by clicking the arrow button directly to the left of the "voice" button. This is also available on the XR-11 remotes by clicking the "Last" button. You can learn more about the different remotes and what each button does here in our Xfinity Voice Remote Overview document. 

Please let us know if you have any other questions. 

(edited)

2 years ago

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user_6f3f56

Visitor

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6 Messages

Yes the voice remote and talking of the arrow button to left of voice. Clicking it gave last watched when X1 first installed yesterday morning but later in day and now today it does nothing. As I said we then used old cable remote from non-X1 box to see if remote was problem but Last button on that yielded same result as arrow on voice remote.

2 years ago

0

XfinityAirelle

Official Employee

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2.5K Messages

Hmm, thats odd. Have you tried performing a system refresh on the box to see if that remedies the issue? You can find the formal instructions here: https://www.xfinity.com/support/articles/x1-system-refresh 

 

  Try this and let us know if it worked!

Performing a System Refresh on X1

  1. Press the A button on your remote control, or visit the Help section in Settings. (Saying “System Refresh” into your Voice Remote will take you to step three.)
  2. Highlight the System Refresh tile, and press OK.
  3. Please remember that performing a System Refresh will interrupt all X1 TVs and recordings in your home for up to 10 minutes. If you would like to proceed, highlight Refresh Now, and press OK.
  4. Once the System Refresh is in progress, don't unplug or turn off any of your TV Boxes, which will automatically restart during this process.
  5. The X1 Welcome screen will appear after the TV Box restarts.
  6. Once the System Refresh has been completed, your TV Box will return to live TV.
  7. The System Refresh feature can only be used once within a 24-hour period, so if you continue to experience issues, you can Schedule a Call to have a specialist troubleshoot your issues.
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2 years ago

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user_6f3f56

Visitor

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6 Messages

Will try at some point soon.

2 years ago

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