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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!

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Responses

gotpizza

Problem Solver

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2.8K Messages

6 y ago


@34f wrote:

I schedule a program recording using the guide and record button....that's usually works well---unless  something intefers with my recording : sports event runs longer than Comcast had in the guide (a common occurance with football games), a power outage, or Comcast sending a refresh signal of somesort.  When this happens my recording is usually a partial recording.  Prior to the X1 platform I would go to "ON DEMAND" and be able to watch the program in question.  Now if i do that I get the partial recording.   


Try to delete the save program before using the xod...Also there are handful of shows that will show a second airing later in the week. When this happens it will be locked out of xod....

Frequent Visitor

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5 Messages

6 y ago

We've had the same problems as many of you have commented about. Tonight, against my advice, my wife called tech support and was graciously helped by a Comcast representative. A "pairing" command was sent to our box and now everything is working great. I'm just sayin'.

New Poster

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5 Messages

6 y ago

Hi Pizza, I have 3 boxes. 1 HD DVR and 2 hd remote boxes. Technician is coming tomorrow at 3pm but would be great to point him into the right direction. I tried to have entitlements sent to the boxes tonight however it didn't help, I wound up at the same message XRE-03007, any tips?

Frequent Visitor

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5 Messages

6 y ago

Thanks for the update gotpizza.  I have been trying to tell Comcast on the phone and via chat that I believed this to be the issue.  Everyone has told me the account is setup correctly.  Comcast now wants to come to the house today and replace all the cable boxes since they are defective.  It just seems almost impossible that all 3 boxes went bad at the same time.  I have been trying to get support / billing to realize this.  everyone just reads from their scripts and nothing more. 

Regular Visitor

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3 Messages

6 y ago

Same thing happened to me tonight...adn it's WEdnesday. I smell a conspiracy!

 

Even though the DVR recording said it recorded the entire program, it stopped in the middle and went black. This has happened A LOT! I also have to do hard resets at least every other day.

New Poster

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5 Messages

6 y ago

All of my issues were resolved, it had to do with billing rates.

Next steps are to abuse DVR and see how it goes 🙂
tctc

Most Valued Poster

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520 Messages

6 y ago

Has anyone received a refund for the time/days that their service wasn't working?

I received 2 $20 credits from the times they had to come back out on multiple visits (was more than 3 visits though).

And the billing department promised to send me 3 $20 "coupons" that could be used to pay for premium channels, but that never happened.

My X1 was installed on 10/7 and the majority of issues, at least as far as having generally functioning internet and TV (forget the advertised features) were resolved and functioning after several calls and visits (and multiple days of my having to miss a day of work) on 11/3.

So for any other non-monopoly service I would be able to get a refund on my bill for 10/7 - 11/3, but I'm not optimistic in this case.

Curious if anyone else has had any luck.

manamok

Bronze Problem Solver

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2.6K Messages

6 y ago

When is the irritating problem with the Guide reverting back to the present time going to be fixed?

tctc

Most Valued Poster

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520 Messages

6 y ago

Fix a problem?  Hah, they're too busy adding "features".  Like trying so sell me the "NBA league pass" that is now listed as one of my "recently watched" shows.  And custom playlists, restart notification, movie guide "improvements", ie. easier to see movies that are for sale...

 

Their efforts are focused on all the wrong things.  It should be

1. fix everything that doesn't work

2. improve speed and stability

3. restore basic functionality that was included in the old comcast product

4. implement everything that was originally and is still being advertised   (An advanced HD DVR that does it all!)

5. work on new feature requests.  most requested by customers.

.

.

.

523.  add a bunch of up-sell features

Frequent Visitor

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6 Messages

6 y ago

I have been experiencing similar problems.

 - I have series recording for Thursday Night Football. The 11/20 game (Oakland vs KC) shows as recorded

  for full 5 hrs (I extended time thru DVR Mgr online). But when I try to play it, play sometimes is just blank

  and won't go beyond 0seconds. On other attempts, it starts playing for about 15 seconds, then starts over

  and continues that loop.

 - 2 Saturdays ago I recorded 4 Saturday College football games. All recorded except one that only partially

   recorded. No explicable reason for the recording to just stop.

 - I have had multiple occurences where I attempt to display my saved recordings. Just get  a display of

   blank screen with the 3 white dots blinking as if it is doing something. It never ends, so I just give up and

   and can't use the DVR. Coming back later works. No clue what is going on that can't even display contents

   of my DVR, much less watch the recordings.

 

 Sure hope Comcast is working on all these problems, as the X1 is just not reliable.

scjohnson312

Problem Solver

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591 Messages

6 y ago

Just had my RNG150 reset to 720p, but read 1080p in the settings menu.. First time this has happened, never happened with STB firmware before this months update.
gotpizza

Problem Solver

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2.8K Messages

6 y ago


@manamok wrote:

When is the irritating problem with the Guide reverting back to the present time going to be fixed?


You need to have them look at the up/down SNR! It is resetting because it losing commands from the DVR. What is happening is it gets the file that is sent from the DVR, but the packet is corrupt therefore the only thing the server knows to do is revert back to were you were when you started...

 

Get a lead x1 feildtech, ask him/her to track the files hitting the server for about 24 hours. It will give them a total of how many files hit the server that were corrupt....

Frequent Visitor

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7 Messages

6 y ago

It seems every few weeks my X1 downloads updates during the night which is fine. Once every few months however there appears to be a "major" download which affects ALL my comcast services (internet, TV and phone). When the download is finished, all services return to normal EXCEPT my phone and I have to reboot the phone modem. (The other modems return to normal on there own)  The problem is that my central home alarm is connected by phone and the interuption triggers a notification alarm and keeps the alarm from communicating until I reboot. I need a workaround since I travel a lot and can't have my alarm out.

Frequent Visitor

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7 Messages

6 y ago

New to X1, and still within my 30 day money back window.  (Former FIOS customer)

Current issue is that the non-DVR boxes (Satelitte?)  can't find any of the saved shows on the DVR. 

 

Anyone know how to fix this?  

 

BTW, is this how I am supposed to post a new question, just reply to the last one in the thread?

 

 

Rustyben

Expert

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24K Messages

6 y ago


@buyerclub2 wrote:

New to X1, and still within my 30 day money back window.  (Former FIOS customer)

Current issue is that the non-DVR boxes (Satelitte?)  can't find any of the saved shows on the DVR. 

 

Anyone know how to fix this?  

 

BTW, is this how I am supposed to post a new question, just reply to the last one in the thread?

 

 


scroll to top, see the 'path' to the current thread. find >X1> and click on X1. Login and see the "new message" box to click on near top of screen.

 

someone with Satellite boxes will answer your question soon.

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