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CCGwen
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Valued Contributor

 • 

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

CCBrandon

Problem Solver

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1.3K Messages

6 y ago


@spar10s93 wrote:
Send the tech Tuesday morning. I will be home.

Its been scheduled.  Check your Private Messages for details

 

Brandon

Frequent Visitor

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8 Messages

6 y ago

I am close to the end of my 30 days guarantee period. I'm not sure I'm willing to enter a contract given the nightmare this has been over the past 3 weeks. I don't think there is much value in having someone come into the house to screw on a coax, pull in an HDMI cable and plug it into the wall. I need the box exchanged the quickest way possible...and I already know (of course) that you don't stock the X1 boxes at your service centers.

I would like it delivered no later than Tuesday next week.

Frequent Visitor

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8 Messages

6 y ago

Which is faster?

Frequent Visitor

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8 Messages

6 y ago

After requesting the first replacement box, I received an email with an invoice: Self Install Kit Shipping and Handling $9.95
CCBrandon

Problem Solver

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1.3K Messages

6 y ago


@spar10s93 wrote:
After requesting the first replacement box, I received an email with an invoice: Self Install Kit Shipping and Handling $9.95

Thank you.  I have issued a credit for that charge.  This will be present on your next pay statement.

 

Brandon

New Poster

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1 Message

6 y ago

I have had x1 for 2 months now. This thing is garbage.
Box NEVER works when I turn on the TV. I want my old box back. I will throw the thing in the garbage in the morning. I have had several service calls so far. Nothing helps. Leaving comcast if you can't fix. Done with you. Very angry!!!

kmaacp

Contributor

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52 Messages

6 y ago

you are absolutley right , i have been going on nine months of the and they have credited me over 600.00 dollars but i had to keep them on the phone , they wasted my time , i wasted theres , call the fcc , inform them of the many people on the forum her , then call the states attourney and let them know , after they screwed up my house for 7 months they finally started working on the  lines to my house , the poles all new taps and node upgrades and the system has been better and better over the last 3 weeks but until it works fine for a month or 2 straight they are not off the hook , just search class action lawsuit on the forum and i think they are growing in support for this action , they still are liable for restoring my cable as i had it routed  before they mollested it and they need to upgrade the remotes if not done yet , , i feel youre pain ,as do the thousands of others  is using for guinea pigs , just read the forums which they support but dont read , good luck and keep fighting , print this and show them what others have gone through when they show up at youre door . thanks for adding to the growng voice of the coamcast lab rats they use to develope theyre product since they failed to do it before putting it in our homes , keep voicing your problems ,

New Poster

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2 Messages

6 y ago

I forgot to update this thread on my issues.  I was having a black screen in the living room.   Finally got a technician out and the fix was to route the hdmi out straight to the TV instead of through the home theater receiver.   Sound goes to the receiver with a optical cable. 

 

Wierd that it worked for a week until an update killed compatibility. 

 

Oh well, it works now and we like the increased features we get. 

Gshad

Frequent Visitor

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8 Messages

6 y ago

4-5 days ago I upgraded to the great X1 I have been watching advertised. Now daily have issues with screen freeze, guide freezing blocking my viewing, remote not able to control anything. Reseting last night let me watch the one channel I was watching and nothing else. Could not change channels and remote would not let me do anything. I had a tech come out the third day and replace all the old connectors checked my signal and he left happy with the numbers he was seeing. I am not sure if the thing will be working this morning or not. I am ready to go back to where I was and never see or hear X1 again. What can I do? What should I do? Is direct tv in my future, dish maybe? Or should I just get rid of TV and watch Netflix or the other choices I have? I cant go through this on a daily basis, I'm stressed out bigtime. Help!

geek46

Expert

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18K Messages

6 y ago


@Gshad wrote:

4-5 days ago I upgraded to the great X1 I have been watching advertised. Now daily have issues with screen freeze, guide freezing blocking my viewing, remote not able to control anything. Reseting last night let me watch the one channel I was watching and nothing else. Could not change channels and remote would not let me do anything. I had a tech come out the third day and replace all the old connectors checked my signal and he left happy with the numbers he was seeing. I am not sure if the thing will be working this morning or not. I am ready to go back to where I was and never see or hear X1 again. What can I do? What should I do? Is direct tv in my future, dish maybe? Or should I just get rid of TV and watch Netflix or the other choices I have? I cant go through this on a daily basis, I'm stressed out bigtime. Help!


Duplicate post in another topic.... X1-OMG

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

Frequent Visitor

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14 Messages

6 y ago

Hi,

 

Since moving to our new apartment, at least half of our channels pop up with the XRE-00018 error code and says cannot tune. First I rebooted a dozen times. Then double checked all connections. Found the area in the Comcast Labs section that can test signal strength, it says "Good", full bars. 

 

So we had a technician come out and he said the wiring in our walls has the old RG59 cable and thats why so many channels arent working. It seems to make enough sense but our old building is at lease 15 years older and it definitely had the old wiring in it and we had no problem.

 

What is strange is that not a single apartment in our new building has the issue besides us. Also our internet was intermittent for a while but seems to have stabilized.

 

HELP!!

CCAndrew

Diamond Problem Solver

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25.9K Messages

6 y ago

Since moving to our new apartment, at least half of our channels pop up with the XRE-00018 error code and says cannot tune. First I rebooted a dozen times. Then double checked all connections. Found the area in the Comcast Labs section that can test signal strength, it says "Good", full bars.

So we had a technician come out and he said the wiring in our walls has the old RG59 cable and thats why so many channels arent working. It seems to make enough sense but our old building is at lease 15 years older and it definitely had the old wiring in it and we had no problem.

What is strange is that not a single apartment in our new building has the issue besides us. Also our internet was intermittent for a while but seems to have stabilized.
_____________________
It could be a combination of old wiring and too many splitters, or how your apartment buildings cable is configured.

The signal level of good that the box shows is for the modem inside, not the individual frequencies that channels are coming in on. Other than getting a tech out again, check your wall plates for paint ( new paint job before moving in) or old barrel on the wall plate.
geek46

Expert

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18K Messages

6 y ago


@kbermi wrote:

X1 companion box issue. Just exchanged old box for new but same error happens. Change channels, new channel logo appears with flashing dots below on black screen. And goes no further. No channel picture or sound. Can change channel with remote but only see new logo and same flashing dots. Power down and unplug box for reboot. TV shows "no signal" on screen as it should. HDMI connection. Plug box back in, power up. No signal to TV (Sony EDTV). Reset box with smartphone app. Lights on box flash. No signal to TV. Call to tech support for their refresh. No signal display on TV. After waiting 20-30 minutes, tried unplugging HDMI from back of box, then plugging back into box. Sound and picture pop on TV. Next night, same issue. unplug and refresh (including HDMI) but this is not what I am paying a couple of hudred dollars a month (triple play package) for. Big hassle. Ideas? Signal problem to companion box? Is box able to self-test and display for signal strength? And why does the HDMI have to be disconnected from the box and reconnected each time before the signal will register on the TV?

Thanks for any helpful feedback.


Press the EXIT button for 3-5 seconds

Press DOWN ARROW twice

Press the number 2

 

Go down to SYSTEM and right arrow tp Page 5

 

Post your Downstream Power Level, Your SNR and your UPSTREAM Power levels so we can look at them...

 

-=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 Visitor

 • 

1 Message

6 y ago

X1 companion box issue. Just exchanged old box for new but same error happens. Change channels, new channel logo appears with flashing dots below on black screen. And goes no further. No channel picture or sound. Can change channel with remote but only see new logo and same flashing dots. Power down and unplug box for reboot. TV shows "no signal" on screen as it should. HDMI connection. Plug box back in, power up. No signal to TV (Sony EDTV). Reset box with smartphone app. Lights on box flash. No signal to TV. Call to tech support for their refresh. No signal display on TV. After waiting 20-30 minutes, tried unplugging HDMI from back of box, then plugging back into box. Sound and picture pop on TV. Next night, same issue. unplug and refresh (including HDMI) but this is not what I am paying a couple of hudred dollars a month (triple play package) for. Big hassle. Ideas? Signal problem to companion box? Is box able to self-test and display for signal strength? And why does the HDMI have to be disconnected from the box and reconnected each time before the signal will register on the TV?

Thanks for any helpful feedback.

Rustyben

Expert

 • 

24K Messages

6 y ago


@kbermi wrote:

X1 companion box issue. Just exchanged old box for new but same error happens. Change channels, new channel logo appears with flashing dots below on black screen. And goes no further. No channel picture or sound. Can change channel with remote but only see new logo and same flashing dots. Power down and unplug box for reboot. TV shows "no signal" on screen as it should. HDMI connection. Plug box back in, power up. No signal to TV (Sony EDTV). Reset box with smartphone app. Lights on box flash. No signal to TV. Call to tech support for their refresh. No signal display on TV. After waiting 20-30 minutes, tried unplugging HDMI from back of box, then plugging back into box. Sound and picture pop on TV. Next night, same issue. unplug and refresh (including HDMI) but this is not what I am paying a couple of hudred dollars a month (triple play package) for. Big hassle. Ideas? Signal problem to companion box? Is box able to self-test and display for signal strength? And why does the HDMI have to be disconnected from the box and reconnected each time before the signal will register on the TV?

Thanks for any helpful feedback.


while 'in there' doing what geek says, also go to the bottom menu MoCA, let right side update and verify moca is linked and enabled. hit right and note the lines and copy the numbers back. example

. 225 225

225 . 225

 

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

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