X1 Technical Issues

ok i just tryed to power cycle again and now i get a blue screen with the word CASt in the box where the time would be. and now it's completely off.

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@familyhome4 wrote:

ok i just tryed to power cycle again and now i get a blue screen with the word CASt in the box where the time would be. and now it's completely off.

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did you call the dedicated x1 support center at 877-896-8678? CA = cable card St is a step in the authentication process. Cablecard is the security system of current set top boxes.

Will someone please explain to me how after Comcast did a scheduled maintenance in my area that now I have a signal connection problem with my X1 platform...???? My service worked just fine until 5am this morning when a "scheduled outage" happened. After 2 hours my phone and internet started to work. After speaking with 3 separate customer service reps, they finally determined I had a signal connection problem. NO ONE at Comcast is able to figure out why or how... I NEED ANSWERS NOW. They won't send anyone out until Friday. I am appalled at the lack of compassion and knowledge of Comcast employees.

HOW DOES A SIGNAL CONNECTION PROBLEM OCCUR? 

Hi lltackett

Thanks for contacting us via the forums.

I just reviewed your account, i did see that the main box is offline and not getting any signal to it. I tried to check if there were any earlier appointments but Friday is the earliest. With the stb being offline there is hardly anything we can send to the box in regards to signals.

 You probably have already tried this but while we wait for the tech you can try to unscrew the coaxial cable from the stb and the splitter or wall and reconnect it to see if it will get the stb back online.

Thanks

Joseph

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@mnicoleau wrote:
I have a connection problem as well and have a house of prospect college students who need to finalize application. The message I keep getting is "outage in your area". This too much of an often occurrence. I run a business and do NEED Internet for my affairs..: What is causing the outrage? It's 4:55 PM and i and still not able to get into the Internet. I need service ASAP!!!!

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Hi mnicoleau

Thanks for contacting us via the forums.

I just reviewed your account and did see an outage posted. The  Estimated time of repair is around 8:14PM. You can check back around the evening to see if that is still the case. I do apologize for the inconvenience.

Thanks

Joseph

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@alykat4592 wrote:
I'm having this same exact problem. I tried troubleshooting, I turned my box off and on multiple times, unplugged it and tried to reset it to no avail.

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Hi @alykat4592

I reviewed your account and i can see there are no signals coming to any of your boxes. I did see that there is a maintenance work order set up to have the outside lines fixed. i do apologize for the inconvenience.

Thanks

Joseph

I called Comcast regarding  my remote suddenly  not  linking to my Tv .I  could not change channels, select on demand, etc.

I was on the phone with some X1 "Tech Support guy, who obviously did not know  how to fix the problem. Besides asking  questions such as  "Is it Plugged in ?" (of course it was plugged in I am watching a channel that cannot be changed)  Is your cable (HDMI) cable Plugged in ? (Of course.. again.. I am watching a frozen  channel.) "Can you unplug the   Box, and  plug it back in?"  (I told him 3 times I had done that, and problem not solved.)  He sends a "refresh signal" Nothing happens. I tell him that the problem in my opinion is the  lack of communication between the rmote and the X-1, and the TV.... He ignores me.  Tells me  he cannot fix the problem and  that I will get a call from  Tech support between 9am and noon the next day. He hangs up.

My 12 year old then  tells me that  I need to hold down the "Setup" button on the remote, and that when the screen shows  the code, to enter it on my remote. I do this and.... IT WORKS!!.

I do not get any calls from Comcast tech support until 3 PM the next day... Not between 9 am and noon.

Cannot wait  to switch to AT&T or  until Verizon FIOS arrives in our community.  No wonder Comast  is rated at the bottom of the  Cable providers in Consumer reports.

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@Adsong wrote:

I called Comcast regarding  my remote suddenly  not  linking to my Tv .I  could not change channels, select on demand, etc.

I was on the phone with some X1 "Tech Support guy, who obviously did not know  how to fix the problem. Besides asking  questions such as  "Is it Plugged in ?" (of course it was plugged in I am watching a channel that cannot be changed)  Is your cable (HDMI) cable Plugged in ? (Of course.. again.. I am watching a frozen  channel.) "Can you unplug the   Box, and  plug it back in?"  (I told him 3 times I had done that, and problem not solved.)  He sends a "refresh signal" Nothing happens. I tell him that the problem in my opinion is the  lack of communication between the rmote and the X-1, and the TV.... He ignores me.  Tells me  he cannot fix the problem and  that I will get a call from  Tech support between 9am and noon the next day. He hangs up.

 

My 12 year old then  tells me that  I need to hold down the "Setup" button on the remote, and that when the screen shows  the code, to enter it on my remote. I do this and.... IT WORKS!!.

 

I do not get any calls from Comcast tech support until 3 PM the next day... Not between 9 am and noon.

 

Cannot wait  to switch to AT&T or  until Verizon FIOS arrives in our community.  No wonder Comast  is rated at the bottom of the  Cable providers in Consumer reports.

 

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what your son did is set your remote to RF (radio frequency) also sometimes called point anywhere. If not set to RF then remote uses IR (infrared) often called line-of-sight (have to aim the emitter end of the remote toward the front of the X1 equipment. An alternative is to use the xFinity X1 remote smartphone app. Either way (RF/IF and smartphone app) the command goes to comcast and back to your set top box to carry out the requested function. What you describe as proven by changing to RF fixed it, is that your X1 set top box couild not 'see' the signal from your remote. It is great that your son fixed it for you.

Is it not ridiculous that after pointing out the Non-Linkage  problem between the remote as the probable problem, that the  "Technician" was not aware of this simple fix??. A sad situation when tech support did know  or  tried this fix>

Here's another one ghat just occurred:

This is the 6th time in 3 months that I am having problems with Comcast Cable and Internet service, and issues with Comcast technical support.
For the past week, our TV picture had been pixilating, and then all channels freezing. After calling comcast, and being transfered to 3 diffeent support area (1 was for Cable problems, the other for the Cable Box Problem, and the third for the "X-1 Support department" to try and correct the problem. Nothing was resolved. I was told It was  definitely my cable box, and that I would need to make an appointment for a technician to come to my home and  swap boxes.  

The day the  technician was to arrive, everyone's Cable service in our community of 82 homes began to pixilate, and picture freezing. I called Comcast and they told me it  was a  system failure in my area.  that it would be 5 hours before the problem was resolved. 6 hours later, it was resolved. (This included my own service... So it was NOT My box, it was the deterioration of Comcast's signal )

We called the FCC.

Over seven times.Apparently, not enough  people complaning. 

call the fcc

Oh My Gosh I am so fed up with this. I have woken up 3 out of 5 morning this week to no TV service. I have literally been on hold for 25 minutes now waiting for help. I am soooo close to calling Direct TV. It may be a tad more expensive but we NEVER had these problems with our service, or a lack of customer service. My code this morning is XRE 00088.... I had unplugged, held the power button down, it says restart now but does nothing when I press ok...very disappointed. About to do a corporate contact search. Anyone have this info??