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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 found The box model is XG1-A. Not sure if im looking at the right model number though.

 

i have a tech coming out tommorrow the only problem is we are expecting a huge storm so i am unsure if the tech will be able to make it!

 

 

one thing i did notice when turning the dvr box to reset it. if i wait more than 5 minutes it usually connects and shows the tv, anything short of that and it times out establishing connection

bigdg

Frequent Visitor

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13 Messages

6 y ago

It has been said in this forum the 99% of issue are due to signal strength.  I did find that there is a way to test your signal strength.  I've tried to do this test numerous times at different times of the day and the response is always the the test can not be done at this time.  Is there any other way to test the signal strength, other than calling for a service call?

 

Thus far, I'm not impressed with X1.

manamok

Bronze Problem Solver

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2.6K Messages

6 y ago


@bigdg wrote:

It has been said in this forum the 99% of issue are due to signal strength.  I did find that there is a way to test your signal strength.  I've tried to do this test numerous times at different times of the day and the response is always the the test can not be done at this time.  Is there any other way to test the signal strength, other than calling for a service call?

 

Thus far, I'm not impressed with X1.


A quick search in the forum turned up this - http://forums.comcast.com/t5/X1/How-to-check-signal-strength/m-p/2015627/highlight/true#M8759

Rustyben

Expert

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24K Messages

6 y ago


@bigdg wrote:

It has been said in this forum the 99% of issue are due to signal strength.  I did find that there is a way to test your signal strength.  I've tried to do this test numerous times at different times of the day and the response is always the the test can not be done at this time.  Is there any other way to test the signal strength, other than calling for a service call?

 

Thus far, I'm not impressed with X1.


that 'test' is just an 'extra' and nothing to do with television (cable) reception of channels that you watch. The signal strength is only showing the internal DOCSIS modem's signal strength (the modem is used primarily for getting the menu and for the APPs.

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.
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CCAndrew

Diamond Problem Solver

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25.9K Messages

6 y ago

Moved to proper location
CCAndrew

Diamond Problem Solver

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25.9K Messages

6 y ago

Why could he not look at it while he was sechudle to be here anyway today, knowing I had a problem , I called early am to notify them.
To tell a customer that is bs.

____________

It depends on how the service rep set up the job, some jobs ( like adding a filter) has no customer contact, just outside work.

Frequent Visitor

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9 Messages

6 y ago

Why could he not look at it while he was sechudle to be here anyway today, knowing I had a problem , I called early am to notify them.
To tell a customer that is bs.


Frequent Visitor

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9 Messages

6 y ago

I picked up my xp1 box on the 4th they mentioned a servive guy would come out on sat and install a filter on the line in. , got home & hooked it up it up and got the rdk0300 error.
Chatted with tech support and he was able to get it going. Last night turned on TV same issue. I chatted with tech support this morning to get the service guy that was coming to make sure the everything was ok. Guess what I was told that was not possible. If the filter install did not resolve the issue call back and sechudle another service tech to come out. Well I get home and of course it's not working.
I am over Comcast
CCAndrew

Diamond Problem Solver

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25.9K Messages

6 y ago

I picked up my xp1 box on the 4th they mentioned a servive guy would come out on sat and install a filter on the line in. , got home & hooked it up it up and got the rdk0300 error.
Chatted with tech support and he was able to get it going. Last night turned on TV same issue. I chatted with tech support this morning to get the service guy that was coming to make sure the everything was ok. Guess what I was told that was not possible. If the filter install did not resolve the issue call back and sechudle another service tech to come out. Well I get home and of course it's not working.
I am over Comcast
_____________

What's the rdk error? You left off a number 0300... Did it ever work at that outlet? Is it a live outlet?Does it work if you put it where one of your DTAs are?

Frequent Visitor

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6 Messages

6 y ago

I'm having an issue where my clients (not the main DVR box) are putting out a buzzing sound like the speakers are blown and they aren't.  I have a service ticket for this and was told it was a software issue.   Sure enough it was fixed.   That lasted a week or so, now the noise is back.   It seems to be the worse on my local ABC channel, but is slightly noticable on the other channels as well.    I'm assuming the software fix was reversed???   When should I expect this to be corrected?   At times, my additional televisions are almost useless as this noise can drive you crazy.

Regular Visitor

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3 Messages

6 y ago

i have a question: ever since we had an X1 box installed, the HDMI signal from the X1 box resets randomly. it may take a few seconds for it to resest, sometimes it takes more.

 

Rarely, it does not happen in a day, other days it occurs many times. i have done a lot of checking and testing, it only happens when the X1 box is connected. for example, my PS3 signal (into a different port into the sony amp) will be affected by this issue if the X1 box is connected. As soon as i disconnect the X1 hdmi cable to the back of the amp, the problem goes aways instantly. i feel it is something to do with the X1 signal coming from the HDMI cable. 

This is our 2nd X1 box since we started 8 months ago. The last box got worse and then eventually the signal stopped from the HDMI output of the X1 box. So they replaced it. and yes i have swapped and replaced HDMI cables, ports, bypassed amp, etc.

 

any thoughts?? this is driving us crazy.

 

Robert

enroberts

Valued Contributor

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414 Messages

6 y ago


@RickGr4 wrote:

Buzzing is rarely if ever a software issue. It is almost always a cable/connection issue. If the problem it happening on more than one client that virtually confirms it is a wiring/connection issue not a software/box issue.

Sorry but unless you can troubleshoot this yourself you are going to need to get another tech out...


@flafox67 wrote:
I'm having an issue where my clients (not the main DVR box) are putting out a buzzing sound like the speakers are blown and they aren't.  I have a service ticket for this and was told it was a software issue.   Sure enough it was fixed.   That lasted a week or so, now the noise is back.   It seems to be the worse on my local ABC channel, but is slightly noticable on the other channels as well.    I'm assuming the software fix was reversed???   When should I expect this to be corrected?   At times, my additional televisions are almost useless as this noise can drive you crazy.





This is almost always a ground issue or a difference in ground from your AV gear's power and the Comcast feed entering the home.  The ground block is the first place to start.  Let me know if you'd like help scheduling another visit to have the ground checked.

Frequent Visitor

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6 Messages

6 y ago

I would tend to agree but my son who lives near me has the same issue with his X1.

Frequent Visitor

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6 Messages

6 y ago

Thanks! I'll turn in a support call tomorrow.

New Poster

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2 Messages

6 y ago

I think the key is to not use any existing wiring in home. Have comcast run all new wires through walls from outside and test connection so you know they're good.

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