X1 Technical Issues

We have one main X1 DVR, and two smaller boxes in other rooms. In one room, the smaller box works perfectly, in the other room, the box offten says "Cannot connect to DVR, please make sure it is turned on", even though I can see the recordings listed on screen...."I know its turned on, people are watching THAT tv, thats why I'm in this room..." is what I usually say out loud.

Sometimes, resetting the box (unplug, wait, plug back in) works....but often that does not work and I'm forced to not watch what I wanted and find something on live TV.

As of yesterday, now its saying that there is no DVR, it doesnt show any of the recordings, and the remote will only work if I hold it 2 inches from the box (I already replaced the batteries in the remote so that isnt the issue).

Is this a faulty box?

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@JenAndChuck wrote:

We have one main X1 DVR, and two smaller boxes in other rooms. In one room, the smaller box works perfectly, in the other room, the box offten says "Cannot connect to DVR, please make sure it is turned on", even though I can see the recordings listed on screen...."I know its turned on, people are watching THAT tv, thats why I'm in this room..." is what I usually say out loud.

 

Sometimes, resetting the box (unplug, wait, plug back in) works....but often that does not work and I'm forced to not watch what I wanted and find something on live TV.

 

As of yesterday, now its saying that there is no DVR, it doesnt show any of the recordings, and the remote will only work if I hold it 2 inches from the box (I already replaced the batteries in the remote so that isnt the issue).

 

Is this a faulty box?

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The first thing I would check is to make sure your Comcast gateway is setup right. The moca must be turned off on the gateway so it doesn't confict with that box. If it is a arris gateway this can be done on the console. If it is a technicolor 105+ than you must call modem support.

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@scjohnson312 wrote:
With the new 1.3.4p1s7 firmware on my Companion box, I can now adjust the device lights brightness. However, once I do so, the lights all become lit and do not turn off after I am finished adjusting the brightness unless I turn the box off. Is this normal?

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nothing is normal with a comcast companion box. I would try using the last button after you set it.

Jen and/or Chuck

I cleared the cache on all three boxes, then initiated a reboot.  Your terminal boxes (150s) accepted the signal and rebooted themselves.  However, your main DVR did not accept the reboot signal. 

Would you be able to reboot your main DVD? 

If you don't regain full DVR function I would suggest to call into Comcast and schedule a tech.  Based off what I see here, the tech might need to do something with the POE filter.

PM me if you need any help

Brandon

I find it really ironic that my post which compliments Comcast employees on finally getting more involved in this forum was ignored.... the bug I identified is real, replicable, and not a signal issue.

Can I get this logged and addressed please?

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@SFGold wrote:

I find it really ironic that my post which compliments Comcast employees on finally getting more involved in this forum was ignored.... the bug I identified is real, replicable, and not a signal issue.

 

Can I get this logged and addressed please?

 

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It is not signal what so ever! I can ensure you there are no signal issues here. Also the issue exist also on xod now as well!

Gold if you need help on this reach out to Comcast Thomas. He can get you on the right path with this.

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@ComcastIrma wrote:

I have all day open on Friday 10/17, what time works better for you?  I have 8-10 , 10-12, 1-3, 3-5, 5-7.

 

Comcast Irma

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you guys are not stating time zones. the call taking center is always 'giving' eastern time. the myAccount app showed my appointment time in ET without a notation it was eastern time.

Thanks Pizza... how do I find this person?

I'm amazed that a bug they eliminated a year ago is now back.....

Thanks Jcassell, I've been on X1 since the beginning and a long-time user of this forum, so I know what it's about....

I'm just trying to avoid having to actually work on a system-wide bug (again, I've done it before) with a Level 2.  I happily call tech support when it's something with my own system / box but this is clearly a software bug.   I cannot imagine the time it would take to get a Level 1 ("unplug the box...") CSR to even log the issue and escalate... no way am I spending that kind of time for something that Comcast should just fix with a future software push, since this is an issue that they fixed about a year ago.

Hello Rustyben,

Appointments are always schedule with customer's time zone.  As soon as we pulled their account to schedule the appointment, the time frame given are on their own time zone.

Thanks,

Comcast Irma