X1 Technical Issues

Not sure how my post ended up over here, I sure didnt copy and paste or move anything. If you did I would like to know.

What is the best way to get this fixed? will a technician come out and chargge me?

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@thexawakening wrote:
I know that there is a main box outside and all the cables are split from there. It then goes all the way to our apartment and splits to the two rooms. I removed the plate of the one we are using and found a second cable with a splitter on it but going to nowhere. It looks like our apartment splitter was bypassed. Could it be a bad splitter at the main drop box?

I couldn't find a blank wall plate anywhere.

Another thing that may be of help is that the cable is bringing in some nasty audible hum into my speaker system. If I clamp a wire to the cable ground and properly ground it, the hum is gone.

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Could be a bad splitter but it could also be that its split too many times at the main box outside.

So far the actual picture quality has been ok besides not being able to tune to most channels. Have been experiencing issues with trying to access the on demand menu where the system will freeze. 

Is comcast going to say this cable ground issue is on me? 

Not sure what you mean by the power outlet having a bad neutral. If I disconnect the cable from the wall plate, the hum is gone. and from what I discovered, it seems like the only splitter is the one at the main drop box. It seems like possibly the bad ground is causing alot of the signal to be weak or blocked thus causing the XRE-00018 error. I know that my audio equipment is connected properly and that none of it is causing this ground loop. Grounding the cable was more of an experiment to determine where the source of hum was. 

My main issue is that channels are not coming in and the technician that came before said it was due to the RG59 cable. He kind of wrote off the hum to that as well but I knew it couldnt be the cause. I would love for it to be updated to RG6, but that isn't going to happen. I also had zero problems in our last apartment that had old RG59 wiring.

How can I get a technician to come check out the splitter at the main box? Im going to go crazy if i have to speak to another clueless person on the phone that tells me to restart my box and that "our system says everything looks good on our end".

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@gotpizza wrote:
First of all you should never ground a coax within the dwelling at any spitter or connection. There should only a single ground at the junction box outside the building. The hum sounds like the power outlet itself has a bad neutral. When you are adding the ground to the coax you are closing the ground loop that is occurring. It also possible that another unit is backfeeding a ground to the junction box, which all units are sharing the same ground. A good tech can detect which unit is sending noise back to box..

Ithe only thing I would advise to do is to call your building mateneince dept. Have check all the outlets for proper grounds and neutrals. I would do this before the tech hits the scene. ..

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I recently recieved the new X1 DVR and it was working well for the first few days.

However after about 1 week of use, I started getting issues.

As soon as the Samsung TV is turned on, after about 5 seconds on any channel, the signal gets lost, there is a loud pop, and static on the screen. Then the signal comes back, and after about 5 seconds this happens again. The X1 is connected by an HDMI cable to the tv just like the old box was.

To troubleshoot, first I tried watching a DVD from a different HDMI input. There was no problems with that.

Next, I plugged the X1 into a different TV in the same way, and there were again no problems.

I have tried restarting and power cycling the X1 a few times, but the frequency of the signal loss seems to be getting more frequent.

Is this some compatibility issue with the specific TV? Anyone else having this problem?

Thanks for the help!

We are having the same problems. Mainly with the DVR box. The companion boxes seem to work okay.  We are seeing the freezes and slow responsee to remote. If we fast forward sometimes it gets stuck and won't stop usually followed by a freeze. 

Did you ever get a solution from support. I dread calling them..

Thanks..

Hello,

I have two X1 boxes (DVR and 2nd box Non DVR (RNG150N)).  I have had no issues with the main box (DVR) but the 2nd box has been problematic mostly with "On Demand".  It would lock up and become unresponsive to remote.  If I power cycle and or call comcast to send a new signal, all is good for a week or so.  I presume it may be signal issue from poor installation.

Luckily Xfinity store is nearby and I was curious if I should just take the box back to the office for replacement or is that another crapshoot?

Thanks

Our Dr Who Christmas episode is stopping after every 3 mins.   Better than that we call tech support and its hanging up on us after a min or 2 the same EXACT problem when comcast has the last X1 issue!!!!!!

Well gee I tried to call support saying a techical issue with my inet since the cloud IS internet too, that as well hung up on me guess Comcast gave the support call center the day off too as I was hung up on yet again!    And I have Vonage for my inet NOT comcast.   Going to go back to Tivo as it was great and RELIABLE !!!!