Visitor
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1 Message
XG1v4 Box keeps dropping connection
I have an XG1v4 box that continues to drop connection periodically. The only way to get the signal back is to unplug the box and then reboot it. I have performed a system refresh where it reboots the whole system...taking about 20 minutes but my issue continues. It will also periodically drop the signal for a few seconds and all I will see is the spinning wheel. The other boxes on the other two TV's continue to function. It is an issue with the XG1V4 DVR box only. Very frustrating. Are there any solutions?
Andyr1
Gold Problem Solver
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8K Messages
3 years ago
It most likely has a weak or noisy signal. You can check signal levels in the diagnostics by holding EXIT for at least 5 seconds, then the down arrow twice, then the number 2. Inside one of the menus are the DOCSIS levels, which is the internal modem that communicates with the servers. You can compare levels on the XG1v4 with your other boxes. You may need to rearrange the wiring to give the v4 a better signal if there are too many splitters.
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XfinityBillie
Official Employee
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3.3K Messages
3 years ago
Hello and thank you for taking the time to reach out to us here on our Xfinity Forums! I'm truly sorry to hear that you have been experiencing drops in the connection with your DVR box. This isn't the entertainment experience we want for you. I would love to look into this further with you and help to find a resolution. Please send us a direct message to "Xfinity Support" with your full name and address to get started.
To send a direct message you may need to:
Click "Sign In"
Click the "direct message" icon
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
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