WebTraveler's profile

Contributor

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45 Messages

Wed, Jul 28, 2021 12:29 PM

x1 crashing

My X1 crashes frequently, I restart over and over.

In June I went thru four different boxes.  This started because I got a notice I needed a new box to watch some of the current apps.  So I clicked on it.

I was sent a new (old used) X1 box.  It did not work well and made all kinds of high pitched noises.

I took it to the Comcast store and exchanged it.  But the one failed to get the new apps, so online prompts again for a new box. 

I get the new (used) box and it crashes all the time.

How can I get an X1 box that works well, is quiet, and does not crash all the time?    It seems all the boxes out there are 5-7 years old and are at the end of their natural life.  Is there a newer box?

What are my options to simply dump the box and use my own equipment (ROKU, FIRE TV, etc.) instead?  I recall that I looked at this before and I could only get 20 hrs of DVR space.

I might just need to unbundle and drop my TV from my plan, and just go with internet and use FUBO or something if Comcast can't figure out how to get me decent equipment, that works.   

Responses

Official Employee

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216 Messages

2 m ago

Hello @WebTraveler. Thank you for posting about this to our Xfinity Community Forums. You're in the right place for help with your X1 Box. I'm sorry to hear of all the trouble you've been having with your TV equipment. When you say the box is "crashing", can you explain what is happening in a little more detail? Are you getting any error codes on your TV?

Contributor

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45 Messages

@XfinityElizabethA 

The screen freezes completely.   If it is watching TV  the only way to get out of it is to unplug the X1 and restart it.

If it is an APP the APP freezes and evetually ends up at a freeze code.  I have not written these codes down.   Maybe I should, but I mean I don't have the time for this.  It happens 1-2 x daily.   Just the main X1 unit, not the small units.

What can do to get a working, non loud, up to date X1?   I need to get this resolved.  

Official Employee

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216 Messages

@WebTraveler, the frozen screens sound like a real inconvenience! It's definitely understandable that you would like to get this resolved as soon as possible. We want to resolve this for you asap, too, and that's what we are here for! :) You were smart to reach out to our experts and community on the forums!

 

You can always do an equipment swap at a local Xfinity location. Just follow the link I sent and enter your address to find the locations closest to you. It would be misleading to tell you that an equipment swap is guaranteed to resolve this issue without troubleshooting with you, however. 

 

The error codes that display on your TV tell us exactly what is causing the problem. I can see why taking note of the error code might be inconvenient for you, but if you happen to catch the code next time, this will help us help you much more efficiently and save more time and inconvenience for you overall. If you're not able to write it down, maybe you could snap a photo or video with your phone! You can even post a photo or video to your forum post for your convenience. 

 

The freezing you are describing could have a number of causes. Do you experience internet trouble when your screen freezes? Does this happen around the same time every day, or randomly? You mentioned that it could happen while you are watching TV, or using an app on the TV. Does this happen with both live and OnDemand content? Finally, what troubleshooting steps have you taken to resolve this so far?

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Contributor

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45 Messages

Thanks for your response.  Last time I swapped out the X1 the store gave me one that was so old it didn;'t receive the new apps.  So the moment I set up Paramount Plus and ESPN it gave me the prompt that my modem was old and I needed a new one. Click it and you send me a new (used ) one again.  And we did this several times.

I will be watching TV and it will completely freeze - only way out is to unplug and restart.   I will be watching an App (Hulu, Netflix, Paramount plus, etc.) and it will crash.  It will freeze up and in a minute or two the X1 comes back to life.  Yeah. there is an error code displayed.    I've seen it before, something about an App is not working right now and try later.   It's not the App and its not all of the, and this does not  happen all the time.  I can write them down.

We seem to be going in circles on this.   I have had five X1s now since last year.  They are all used, they are all old, they all have issues.

Is there not a way to get a NEW X1?   We have to get this solved.  What is my recourse here for resolution?    Call corporate Comcast?  Better Business Bureau?  My city manager?   

Absent that, what options exist to use my own equipment?   Last I checked all you would give me is 20 hrs of DVR time.  Has that changed?  is there an option to buy more DVR space?

 I really am thinking Comcast can't deal with TV anymore, and maybe I should just get internet only and go to FUBO or Hulu for TV.   

It just seems silly Comcast is so upside down here.

ki1o

Contributor

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57 Messages

2 m ago

@WebTraveler What is the model number of your main box that you have now that is giving you all the issues? Also, the boxes that Comcast passes out are all used, they are just new to you. I remember about a month ago I sent you a PM to help you with your issues that seems to never end. On Monday use it. Also, it might help to write down the error codes. Yea, it's a pain, but it will give whoever you talk to an idea of what the issue is.

Contributor

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45 Messages

@ki1o Yeah, I remember. I get it.  Comcast is just making this so hard.  It's like Comcast does not want it's customers anymore.

XfinityBrie

Official Employee

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344 Messages

There are several models of equipment compatible with the X1 entertainment platform—though some models have been sunset as they are not compatible with all of the apps available on the platform. Without seeing the account, I’m not sure which pieces of equipment you have. I’ll include a list at the end of my message.

 

Freezing, error codes, any sort of visual issues like the ones you’re describing generally are not the cause of the equipment, and more so are a result of signal issues in the premise or leading up to the premise. Old wiring, incompatible wiring, degraded splitters or other fixtures, or even the line outside the home can all cause these signal issues. While most error codes, namely any with XRE, can be cleared with a system refresh (as they are usually linked to a software issue), RDK codes indicate an actual signal issue.

 

In those cases, we highly recommend a technician visit to test the signal at the taps, ensure any and all amps are in functioning order, and test the line integrity in the home. As a point of note, Comcast is not responsible for any interior line work, those are the responsibility of the homeowner, so our technicians are not permitted to run any new lines within the walls of customer homes. If the lines are out of date, or have any sort of damage, a Comcast technician will run a new line from the pedestal/pole to the residence, but all other interior line-work would be done by a third-party or the customer themselves.

 

We can pull the account, run a network test from a remote standpoint, and see what the signals are reporting back. If anything is out of spec, we would send a repair technician, while also performing a system refresh to clear any software errors that may be present. As with most technology, or really anything in line, maintenance and repair are part of the territory, especially as items age. If you’d like us to provide further assistance, please send us a peer-to-peer message with the account information including your name, the name as it appears on the account, and the affected service address:

 

To send a peer-to-peer chat:

 

Please only send a chat when requested by an official employee--sending a chat when not requested may result in the chat being lost given the high volume of chat requests received daily.

 

  • Ensure you are first signed in, then you will see an icon at the top right of your page. Click that or follow this link: https://comca.st/3ylGRNS
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

 

X1 TV Box Comparison Guide

 

X1 DVRs - 150 Hours recording time standard (additional recording time can be purchased)


ARRIS and Pace XG1v3 - Older model of X1 DVR, no 4K
The Arris XG1 DVR TV Box.
Pace XG1v1 - Older model of X1 DVR, no 4K
The Pace XG1 DVR TV Box.
ARRIS XG1v4 - Newest Model, 4K compatible no front facing clock. ( NOTE: Due to inventory shortages, the XG1v4 is only available via shipment direct from warehouse and cannot be exchanged in store or via a technician visit at this time)
The Arris XG1v4 DVR TV Box.

X1 Non-DVRs


Pace RNG150N P2 - This model is sunset and no longer distributed to customers.
The Pace RNG150N P2 TV Box.

Samsung RNG150N - This model is sunset and no longer distributed to customers.
The Samsung RNG150N TV Box.

Pace and Samsung XG2
The Pace (or Samsung) XG2 TV Box.

Pace and Cisco XiD X1
Pace XiD X1 TV Box.

X1 Non-DVR HDMI Only


Pace Xi3
The front of the Pace Xi3 TV Box.

Pace Xi5 - wireless
The Pace Xi5 TV Box.

Arris Xi6 - wireless, 4K
Arris Xi6 TV Box.

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
ki1o

Contributor

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57 Messages

@XfinityBrie The XG1v1 and the Samsung version of the XG2 have app issues. I though Comcast retired them.

Contributor

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45 Messages

@XfinityBrie I will do the chat when I have  more time, but my wiring is fine.   This crashing is just with the latest new box - which I have had for about a month.  All the other boxes worked fine.  They just could not work with the new apps, or the one was screeching.

How do I get the latest box?  What can I do to just get that?  ARRIS XG1v4 

Official Employee

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271 Messages

I can check to see if the local store near you has them available or look into shipping one out to you. When you're ready to proceed, please follow up with a direct message for further assistance. 

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

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