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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

Frequent Visitor

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18 Messages

6 y ago

I've been hitting it 5+ times some reason it doesn't want to pair. I even tried a differnt remote
enroberts

Valued Contributor

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414 Messages

6 y ago

Ive sent your issue to the remote team and will follow up with them tomorrow once we review the logs. Thanks for your patience.

New Poster

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5 Messages

6 y ago

edited

New Poster

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3 Messages

6 y ago

One of the boxes keeps freezing.  We have followed the instructions to turn off; wait 10 sec, etc.  but there is a connetivity issue.  Says "cannot connect to the platform."    Box has been out most of today.

tdbnbr

Contributor

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34 Messages

6 y ago

Hey Neal...i have a technician coming out tomorrow morning (weather permitting) to look at my X1 DVR.

So I see on other threads more people complaining about losing their recording setttings and finding these phantom recordings on their machines for shows they never scheduled..

Any idea what could be causing this?

Thanks again for getting tech on my problem.

Rustyben

Expert

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24K Messages

6 y ago


@williamsv wrote:

One of the boxes keeps freezing.  We have followed the instructions to turn off; wait 10 sec, etc.  but there is a connetivity issue.  Says "cannot connect to the platform."    Box has been out most of today.


is your internet (and phone if have that service) working? if so do you have a house amp? did the power brick get accidently unplugged? by power off do you mean unplug 30 seconds and plug back in?

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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.
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tctc

Most Valued Poster

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520 Messages

6 y ago

jk

 

I haven't tried recording pay per view, but what I got from the transcript is, Comcast has no idea which PPVs will or won't record (based on network restrictions), so they leave the record option there on all of them.  And I assume you won't know until the program starts if it's actually recording or not.

Jdawg1

Regular Contributor

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125 Messages

6 y ago

I ended up doing an addendum on the next post? Again, sorry. I did some intro text before the chat transcript but it didn't take for some reason.
Jdawg1

Regular Contributor

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125 Messages

6 y ago

ChatStatus Chat in progress. Close
user joe quinn has entered room

analyst Ram Angelo has entered room

Ram Angelo: Hello joe quinn _, Thank you for contacting Comcast Live Chat Support. My name is Ram Angelo. Please give me one moment to review your information.

Ram Angelo: Hi! Hope you are doing great today!

Ram Angelo: How may I help you with your cable TV?

joe quinn _: I tried automatically scheduling a PPV show to record but it never recorded. Do I have to physically tune to the channel for it to record properly? Or do I have to schedule a "manual channel" recording for the duration of the show, instead of letting it automatically record?,

joe quinn _:

joe quinn _: and we have the x1 box as well

Ram Angelo: Joe, the reason why you cannot record PPV shows because DVR box is not able to record PPV shows.

joe quinn _: then why's the option there if you can't record them. and the x1 support site says you can record ppv events on the x1 box

joe quinn _: plup, I know someone who has x1 who's been able to record them

Ram Angelo: I do apologize Joe, X1 box are not able to record PPV shows, and sometimes, the network will allow you to record some PPV events.

Ram Angelo: But most of the time, the network will not allow you to record PPV shows,especially the popular shows.

joe quinn _: I presume that if an event isn't able to record, that that option just won't be available?

joe quinn _: i was trying to record the clean guys of commedy

Ram Angelo: I understand your point Joe, because sometimes, the network will allow you to record some PPV shows, reason why there's a record option.

joe quinn _: so then if it were able to record, would I have to tune to the channel physically, or would be able to record automatically?

Ram Angelo: It will be able to record automatically Joe.

joe quinn _: because the automatic. recording didn't will for the last 1 nights

joe quinn _: didn't work for the last 2 nights

joe quinn _: it scheduled fine but didn't record

Ram Angelo: I understand. It means, that the PPV shows are not available for recording.

Ram Angelo: Joe, Since we were able to determine the outage is causing the issue, may I please know if we were able to fully address your concern?

joe quinn _: so what then? I'm confused

Ram Angelo: Sorry for the typo Joe, I mean, since we determined that X1 box is not able to record PPV, may I please know if we were able to fully address your concern?

joe quinn _: yeah

Ram Angelo: Perfect!

Ram Angelo: I am glad that we have resolved your issue by providing the reason why you cannot record PPV shows.

Ram Angelo: Is there anything else I can be of help today? I would be glad to help you further.

Ram Angelo: You have opened a window for Comcast Support and I don't want to miss an opportunity to support you. Are we still connected?

Ram Angelo: Please let me know that we are still connected. Thank you.

joe quinn _: we are, but there's nothing else that I need help with

Ram Angelo: Alright Joe! It has been a priviledge chatting with you today, ! You enjoy the rest of the day! I am happy you contacted Comcast today!

Ram Angelo: If you need assistance in the future, please do not hesitate to contact us through Live Chat (available 24 hours a day, 7 days a week. Comcast also offers great FAQ and Help forums located at http://www.Comcast.net to help you solve many issues on your own. You can also reach us through our Hotline.

Ram Angelo: We appreciate your business and value you as a customer! Thank you for patronizing and contacting Comcast! Bye for now.

Send
CCAndrew

Diamond Problem Solver

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25.9K Messages

6 y ago

Jdawg, your post and ricks reply were both edited to remove personal info
tctc

Most Valued Poster

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520 Messages

6 y ago

Based on the fact that he just posted his name, address, and last 4 of soc to a forum, I'm guessing we finally have someone so mad at Comcast that they actually want to have their identity stolen.   (identity suicide?)

Jdawg1

Regular Contributor

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125 Messages

6 y ago

sorry for such a long post, but anyone have any idea why it wouldn't record? I think conf the option to record is there, the recording should have taken place. Fortunately I was not billed for either order so that's good.
Jdawg1

Regular Contributor

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125 Messages

6 y ago

that i didn't mean to do. great. wish I could delete the post
Jdawg1

Regular Contributor

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125 Messages

6 y ago

I've seen ppv events, such as ufc, that have no recording option available, so I just assumed this show would record, oh well... too bad though, but that's how they get all the money I guess.
Rustyben

Expert

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24K Messages

6 y ago


@Jdawg1 wrote:
sorry for such a long post, but anyone have any idea why it wouldn't record? I think conf the option to record is there, the recording should have taken place. Fortunately I was not billed for either order so that's good.

interesting convo in the log. Is it PPV (actually paid) like on-demand? 

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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