Contributor
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235 Messages
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!
geek46
Expert
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18K Messages
9 years ago
Pizza,
Just an FYI_
I have an ARRIS TG862 and I have NEVER had to turn anything off in the MOCA for that device....
I believe that the LOCATION of the POE filter has more to do with this than anything else...
Just my 2 cents...
-=Ray=-
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gotpizza
Problem Solver
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2.8K Messages
9 years ago
Ray the let me give the IT lowdown on what happens..The gateway will broadcast the moca at the same time that the two boxes are trying to talk. Since Comcast has not set the firmware on the gateway to talk to the x1 boxes and vise versa they are trying run on the same sub channel without knowledge of each other doing it.
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Rustyben
Expert
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24.6K Messages
9 years ago
I know that is what they say but when they offer 8-10 then the my account says 9-11 and the tech says it is 9-11 on his system shows you there is a proble. my live time indicator is showing eastern time now on 146.05 clock is right
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raffenet
Frequent Visitor
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9 Messages
9 years ago
In the meantime, I discovered the "cable signal strength" menu in settings/comcast labs. Currently, it reports my signal strength as "good". I've enable the low signal indicator, so I suppose I'll get on-screen notification next time my signal starts to degrade. What is the metric used to measure signal strength? Is there a recommended minimum level for X1 to function correctly? I would like to verify when the service tech comes.
Here is a thought. Signal strength monitoring should have been an essential feature of X1 before public rollout. Not only should the user be notified of a low signal that could impact service, but Comcast should be monitoring all boxes for low signal notifications so they can flag a misbehaving receiver and notify customers that they may be having a bad experience. The burden should not be on the user to report bad service when it can be detected remotely. DirecTV used to notify me when it detected my receiver had disconnected my from home wireless network.
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Rustyben
Expert
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24.6K Messages
9 years ago
hold exit for 5 to 8 seconds, press down down 3. on summary hit OK. navigate to in-band network and see all tuner information (if that tuner has been used so far). Hit Exit to exit.
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raffenet
Frequent Visitor
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9 Messages
9 years ago
Here's the thing. The X1 remote apparently relies on non-local services and if signal strength is not ideal, the remote performance degrades. This forum is full of people complaining about their remotes not working well. It's 2014! How can we have regressed like this? And so customers report the problem and Comcast will suggest your signal might not be strong enough...
How did this product get out of QA? If the answer is remotes were only tested in ideal signal situations, well then QA is not doing it's job. If the problem was noticed, why wasn't it solved before release? Who okayed a flawed product? Can the box not fetch all information needed and cache it locally so remote operations don't have to go out to some server? Can certain functionality be disabled when it's determined that it's not performing?
Good tech companies do complex monitoring of their services to ensure a good user experience. They have teams of site reliability engineers thinking about these problems. If Amazon or Apple provided this kind of service, they would apologize and fix the service, not apply a band-aids on each customer's complaint.
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CCJesse
Bronze Problem Solver
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982 Messages
9 years ago
Hello Raffenent,
I am going to do my best to address all of the questions I am able to. starting with the RF levels.
Here is the list of what the RF levels need to be:
And here is a list of your current RF levels:
For the most part, your signal levels appear to be ok. However, this test is only done twice a day. It appears your signal levels are changing throughout the day, which appears to be affecting your service (from the chart above, your signal levels look pretty good. But now for example, from a live reading, I can see that your USSNR is too low. This low signal can cause issues with both the remote and the box).
As for the testing portion of things, I can't provide an answer on those. My main focus is repair. And i'm more than happy to do what i can to provide what answers and education I can.
As for your appointment, I also see it set for 8AM-10AM CDT.
If I can help with any other questions, please let me know. I'll do my best to assist in however I can.
Thanks!
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gotpizza
Problem Solver
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2.8K Messages
9 years ago
Raffenet. Looking over that stats post by Jessie I see where your Upstream snr is way low at the bottom and now it is higher. Sounds like heat or moister maybe a factor here. I would look into that.
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Leedoug61
Frequent Visitor
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14 Messages
9 years ago
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raffenet
Frequent Visitor
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9 Messages
9 years ago
Thanks. This is helpful for me to better understand the problem. FWIW, someone other yahoo parachuted into my rant to complain about timezones :).
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Leedoug61
Frequent Visitor
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14 Messages
9 years ago
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CCJesse
Bronze Problem Solver
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982 Messages
9 years ago
Haha! No worries. I just wanted to reassure you that the appointment was correct.
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Leedoug61
Frequent Visitor
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14 Messages
9 years ago
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Rustyben
Expert
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24.6K Messages
9 years ago
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jhiels
New Poster
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1 Message
9 years ago
this is our 4th box since signing up a few months ago.
I just got this new box a couple weeks ago, it will randomly shut off when I am channel surfing or just no reason at all but my tv is still on and everything. Then if you use the controller it randomly puts in channel 2 while you are no where near it. I tried other controllers and it does the exact same thing so it has to be an issue with the box. I just want ONE month where I don't have to have a technician or talk on the phone with these people. I am so frustrated.
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