X1 Technical Issues

No...just the one with the X1 DVR

I see that box going offline several times in the last 12 hours.  Have you been unplugging it and plugging it back in?  If not, the box may need to be swapped.  Please let me know if you'd like me to assist in having a technician visit your house.  Thanks, Neal

Comcast is the most frustrating company to deal with...

My X1 service has been out since last night at midnight and I have been trying to call service since 11:00 AM. I just keep getting hung up on or a message comes on telling me to leave a message. This has happened five times now. Total amount of hold time so far - 1:17. I even started a chat session at 3:15 and am presently 43 in queue.

You would think that paying over $200 a month would get at least some type of tech support. I have checked all the necessary pre-technical support items many times over.

The error code is RDK-03030 on my TV's. Internet seems fine.

Please help!!!!!

I have had service for a month with recurring unresolved issues. I have an X1 record anywhere box CC S/N pkkzngmtt Serial No. PAD2001129364. I also have a second box in another room. Problems are happening with both boxes. 

1. When watching tv i will randomly receive a msg that tells me to make sure my set top box is powered on 

2. My remote has a major delay when i push any button

3. Will receive a message saying "missing recordings?" After i unplug and plug in again the problem only temporarily resolves

4. My dvr recordings will only play the first few minutes of the program (again, this happens randomly but more often then not)

5. When i hit search on X1 box i am unable to access the manual type in with letters and numbers, my other box allows me to manually type in the search field

PLEASE HELP

I am in NJ, and have been having issues for months.  Its not like I am a new customer.  I've been with Comcast for over a decade.  I have two HD-DVR boxes and a wireless gateway for Internet and two home phone lines. 

I have lost cable TV numerous times, including tonight.  It usually starts with increasing XR-00018 codes and eventually gets to a KR-0307 message or a total freeze.  After that (and sometimes after rebooting the X1 box) I can see station identifiers (upper middle of screen), the current show that is on (bottom left) and a "susbscription required" notification popping out of the bottom right.  Technical support sees a perfectly normal network with fully functional components, but remote reboots and software refreshes never make it to the X1 HD-DVR unit.  I used to have more TV connections, but eliminated tham when Comcast thought they might be weakening the signal.  Removing additional TVs and boxes has not improved performance.

I have Internet service that will be great one minute (60 mbps download / 20 mbps upload) and times out on a simple ping test the next.  My local wireless LAN (PC, tablet, scanner, printer) works fine regardless of Internet functionality.

My phones recently went two weeks with outgoing calls working but incomng calls not working.  It took a field service visit to get them working.  The length of the delay was in part because Comcast robo-called the inoperative home phone to tell me of the appointment, which meant I never knew about the initial visit.   And the phones didn't work at all when Comcast incorrectly configured a replacement wireless gateway Comcast told me I needed.

In the past year every component within my house has been replaced.  Comcast has rewired both TV connections directly from my main feed.  My wireless modem has been replaced multiple times with Comcast equipment.  My X1 boxes have also been replaced, multiple times. 

It seems that as soon as one problem resolves one of the other problems recurs. And it seems that Comcast is huge on first line customer support people who are generally pleasant but can't actually do much.  My problem is that I can't ever get beyond the first-level support.

As an example, tonight I called Comcast to investigate a billing credit (based upon the recent chronic issues).  In a 3 hour phone call - 4 different Comcast emploees and 2+ hours of waiting on hold - I had a billing specialist expidite my call to a more senior specialist.  The senior billing specialist recommended a discussion with a technical supervsor, and offered an interim credit pending a technical review.   I was then transferred to an Internet technician instead of a technical supervisor.  He did nothing constructive before abandoning me to another hold and eventually a Cable TV technical support technician.  The TV technician tried to remotely reboot and reconfigure my X1 box without success, eventually giving me a ticket number and a recommendation that I talk to billing to resolve my technical issue.  it seems that technical support could find nothing wrong, so determined the X1 failure must have resulted from whatever billing did).  Unfortunately for me, the composite call took so long that billing was closed by the time the Cable TV specialist determined that I needed to again talk to billing.

The sad part is that Comcast is willing to continuously waste hours of my time (over 20 since November 1) and waste the time of both their telephne and field support specialists to rehash solutions that temporarily address the symptoms, but not the problem.  It is now high probability that the technical issue causing me TV and Internet problems are either insufficient bandwidth or leakage on the trunk line for my neighborhood, my street, or possibly just my house. 

As I write this my Internet is again failing.   Wireless signal is strong but transfers are spotty; decent speeds one minute and nothing the next.

Neal,

Yes, I am still having problems.  I have an appointment for next Tuesday afternoon.  Not sure what MoCA is but I will convey that information to the tech when he/she arrives next week.

Rebooting my gateway?  How many times do you reboot (dozens) and how many times do you replace (three since last summer) before you figure the problem isn't the gateway?

My X1 problems are cleaned up for the moment.  Comcast database had the hierarchy of my cable components messed up, and was attemting to push signal to obsolete cable boxes that were replaced more than one year ago (by Comcast!).

So now I have to wait for the next system slowdown and then contact Comcast technical support while the slowdown is occuring so they can try to characterize what is going bad.

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@StaceyX1Issues wrote:

Neal,

 

Yes, I am still having problems.  I have an appointment for next Tuesday afternoon.  Not sure what MoCA is but I will convey that information to the tech when he/she arrives next week.

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MoCA is similar to a 100% managed ethernet switch that the x1 system uses to communicate and send files between themselves (content like recorded tv shows).

Waiting for software update...

New to X1, long time Comcast customer.  Same issue with DVR'd shows dropping after 5-25 minutes getting message stating " this show not currently available, try again later... Only happens on extra set top boxes, not the main one.  Is this widespread problem or related to the box itself?