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CCGwen
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Valued Contributor

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235 Messages

Mon, Oct 6, 2014 2:00 PM

X1 Technical Issues

Welcome to the new "X1 Technical Issues" thread. We ask that you post all of your X1 related technical issues (Audio, Set Top Box, etc.) here. 

 

Below, you will find links to X1 Help articles that may assist you in resolving your technical issue:

 

Xfinity TV: Basic Troubleshooting

Find and Troubleshoot Error Codes

 

Thank you in advance for posting!

Responses

Regular Contributor

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91 Messages

6 y ago

Since one of the latest firmware updates, you've broken surround audio. Every time I play a new recording, fast forward, etc audio reverts to stereo! I HATE THIS! It's like we're back to the beta software at launch. FIX IT. THIS IS UNACCEPTABLE
manamok

Bronze Problem Solver

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2.6K Messages

6 y ago

I'm still having occasional problems with the Guide.  A few touches of the right arrow trying to navigate will just send the guide back to the present.  Sometimes it will let me go forward and sometimes it won't.  

 

What next - locusts?

New Poster

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3 Messages

6 y ago

So I've had Internet for a year and no TV service. I recently decided to get the x1 and my tv service is spotty and my Internet drops all the time. I have one line coming into the house and two TV boxes and the internet modem.. I assume the problem is to much draining on the one line. Is this a fair assessment and should I have a tech come out?
CCAndrew

Diamond Problem Solver

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25.9K Messages

6 y ago

So I've had Internet for a year and no TV service. I recently decided to get the x1 and my tv service is spotty and my Internet drops all the time. I have one line coming into the house and two TV boxes and the internet modem.. I assume the problem is to much draining on the one line. Is this a fair assessment and should I have a tech come out?
_____________________

I would get a tech out, your modem and DVR are barely in spec and your secondary box is out of spec on the downstream, and way lower than it should be for the set up you have. You can also double check your configuration, and remove any extra unused splitters ( if any) before calling in.
Rustyben

Expert

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24K Messages

6 y ago

new issue today (happens to be on x1 on C version). the "B" PIP while on guide instead of being PIP is just an unshaded part of the channel (lower rifght hand corner). I had previously only seen this mistake of PIP on recordings of SD channels like MEtv and TVlland. New errors?

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

New Poster

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3 Messages

6 y ago

Thanks Andrew. I'll call in now. Like I said I was a happy customer for a while till I added more stuff. I just think I'm not setup for it yet. Thanks again.
utleyyatm

Frequent Visitor

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14 Messages

6 y ago

Day 8 of the outage. No end in sight. According to the comcast website I am no longer a triple play customer having dropped the internet service that I'm using right now. I also have a self install kit on the way that I did not order according to the site. I used chat to talk to a rep and got different explanations on different days, one telling me there was no outage. I get different answers on the phone. I got a different explanation from the tech who arrived that I didn't request but that comcast offered to send. I'm at a loss at what to do next except to drop the service.

New Poster

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1 Message

6 y ago

Issues over the last 10-14 days:

 

X1 unresponsive to remote inputs (X1 green light flashing with remote inputs, not a battery issue)

 

Fast Forwarding gets stuck, play/pause does nothing

 

Info/Play pop up messages stuck over the screen for several minutes at a time 

 

DVR recordings only playing a fraction of the length indicated on the DVR (sometimes only 10 minutes when it shows it should be 60)

 

Resetting, rebooting, power plug pulling fixes for a hour or so, then back to the same issues

 

Wifi stalls out periodically (1-2 times noticed per week)

 

 

 

Very Frustrated

 

 

 

 

 

 

 

 

geek46

Expert

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18K Messages

6 y ago


@DGAF1 wrote:

Issues over the last 10-14 days:

 

X1 unresponsive to remote inputs (X1 green light flashing with remote inputs, not a battery issue)

 

Fast Forwarding gets stuck, play/pause does nothing

 

Info/Play pop up messages stuck over the screen for several minutes at a time 

 

DVR recordings only playing a fraction of the length indicated on the DVR (sometimes only 10 minutes when it shows it should be 60)

 

Resetting, rebooting, power plug pulling fixes for a hour or so, then back to the same issues

 

Wifi stalls out periodically (1-2 times noticed per week)

 

 

 

Very Frustrated

 

  


 

You are not alone in this...it affected ALL of us.....

http://forums.comcast.com/t5/X1/X1-Interruption-11-5-2014/td-p/2388191

 

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick
geek46

Expert

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18K Messages

6 y ago


@utleyyatm wrote:
Day 8 of the outage. No end in sight. According to the comcast website I am no longer a triple play customer having dropped the internet service that I'm using right now. I also have a self install kit on the way that I did not order according to the site. I used chat to talk to a rep and got different explanations on different days, one telling me there was no outage. I get different answers on the phone. I got a different explanation from the tech who arrived that I didn't request but that comcast offered to send. I'm at a loss at what to do next except to drop the service.

Personally, I would give it a few more days...COmcast is in process of repairing all of the damage the failed upgrade caused to thier infrastructure.....  That being said, I am sure the correct listings of your services and equipment will again show up in the very near future.

-=Ray=-

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Regular Contributor

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91 Messages

6 y ago


@Pbizkit wrote:
Thanks Andrew. I'll call in now. Like I said I was a happy customer for a while till I added more stuff. I just think I'm not setup for it yet. Thanks again.

You probably need a "zero loss" splitter. If they just installed it with a passive splitter, you're probably getting too much signal loss, especially upstream. The X1 STB's have a cable modem inside, so they're very intolerant to low signal.

Frequent Visitor

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8 Messages

6 y ago

It still is not fixed the signal strength is dropping in and out, the speakers are making loud popping noises, video is going to black screen, coming back on, going to blue screen and no signal messages, video is staying off a few secondss to minutes at a time. If I try to use xfinity app to check for outages, make repairs or refresh device nothing happens. If I restart device it may work okay for several hours or less than 10 minutes. It gets annoying trying to restart the device several times a day.
dfriswell

Contributor

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22 Messages

6 y ago

I'm having an issue where one of my X1 companion boxes keeps resetting itself (overnight) to 480i output on my HDTV.

 

It's connected to a 720p HDTV via HDMI and I set the the output manually each day. Funny thing is when I set it back to 16:9 720p (or 1080i/p) the screen comes up in 4:3 format until I restart the box. Once that's done it's fine until the next day when it's back to 480i again.

 

Any ideas??

Regular Visitor

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2 Messages

6 y ago

How do I correct the flux in the upstream receive power?

Regular Visitor

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3 Messages

6 y ago

Oh, and please don't tell me to reset my boxes.  There's already a circle indented in my fingertip at this point...

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