@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.  

@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?

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

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

Pace XG1v1 - Older model of X1 DVR, no 4K

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)


X1 Non-DVRs

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


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


Pace and Samsung XG2


Pace and Cisco XiD X1


X1 Non-DVR HDMI Only

Pace Xi3


Pace Xi5 - wireless


Arris Xi6 - wireless, 4K

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

@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 

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.