Regular Visitor
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9 Messages
XG1v4 connectivity issues
For the past 4 years, Xfinity has replaced my cable box approximately 6+ times. My signal appears to diminish in the evening with the tv screen going black and the picture either freezing up and the box unable to receive a signal. When Xfinity sends a reset sometimes it works and other times with no avail. Techs have come onsite and checked all wires and state that all is good, so they continually replace the cable box. This past week my service crapped out again and a tech came over and suggested that I replace the box (replaced less than 2 months ago) but at same time I suggested that he check the signal at the underground box and noticed that there was fluctuation in the signal and said that he would recommend a technician comes out to look at street wiring. My service has now been out for the past 4 nights, usually starting around 5:30pm, When I awake at 6am in the morning a few times it is operational. This morning, day 4, I reset my router and cable box and still have black screen. Sometimes it will say welcome in 3 languages but that is as far as it gets. When I call Xfinity, I continue to get the canned message, we will send a refresh signal and after following up, will send a tech to your house.
XfinityArmand
Official Employee
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2.1K Messages
2 years ago
Hello there @emcarp75! Thank you so much for taking the time to reach out to Xfinity Support here on our Community Forum. We are so happy to hear from you and want to make sure that we get this taken care of for you. Four years is a long time to have service that doesn't function properly. That is not at all experience that we want for you to have. Please allow us the opportunity to make sure this is resolved properly. So that we can get started, please feel free to shoot us a private message so that we can get started.
To send a "direct message" / "private message" message to Xfinity Support:
• Click "Sign In" if necessary
• Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
• Click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
• - As you are typing a drop-down list appears. Select "Xfinity Support" from that list
• - An "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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Andyr1
Gold Problem Solver
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8K Messages
2 years ago
You can go to the diagnostics screen and check signal levels:
Hold EXIT down for at least 5 seconds
Press down arrow twice
Press the number 2
You need to do the arrow and number thing relatively close to each other and closely after the EXIT thing.
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user_792c0b
Visitor
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3 Messages
2 years ago
Any resolution? I'm having a similar situation.
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user_58b782
Visitor
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1 Message
2 years ago
Same here went through 2 4k boxes now using a regular one
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user_792c0b
Visitor
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3 Messages
2 years ago
Just had another XG1v4 box replaced. I think it is those boxes, the tech that came today suggested that they are buggy next to the non 4k version. I’m going to try one more XG1v4 then call it quits on 4k until Comcast gets new boxes. Part of me wonders if this is an attempt to steer people to streaming to sell more data?
Anyway, avoid XG1v4 boxes, you might get one that works for a while but it’ll die eventually and result in frustration.
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BIslander
Problem Solver
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499 Messages
2 years ago
There's very little 4K content on Xfinity anyway. Nearly all of it is from 3rd party apps like Netflix and it's better to use platforms like Roku, ATV, and Shield for those, especially if you have a TV that does Dolby Vision which the XG1v4 dies not support.
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