Tried to fix new X1 platform just installed with no resolution. Called customer service to schedule service call. Told him X1 platform is not working and service tech earlier told me to schedule failed self install. CS rep kept asking me what is wrong and I kept telling the platform is not working. He hung up. Great customer service on your new and highly self promoted X1 platform.
The cable feeds are live as they have been working for the past 20+ years. Service tech came out and stated the boxes are not communicating with one another and there is nothing he could do because it was beyond the scope of his service call to the house. He showed me a live feed of my X1 platform and it was not performing to standard. He told me to request a service call for a “failed self install “. I tried telling customer service and he hung up on me without scheduling an appointment for me. It doesn’t get any simpler that that. Maybe the guy in India does not have an understanding of the English language. I will try again later today to schedule a service call.
That’s the right one. I’m a field tech bear with me a couple more questions. There’s no chance the dvr is split before the amp is there? On your modem is the moca light on or off? It’s on the back by the coax input
The moca on the modem, not the dvr. It shows on on the modem in the first picture that you posted. If you can get into the modem, try turning it off. That cable to the modem and dvr is coming out of the amp and not split before the amp?
The cable from outside goes directly into the amp. The line from the amp goes into the den where it is split between the dvr and modem. I was told years ago the cable for the modem should not be connected to the amp but the last tech connected it to the amp. The light on the modem is white by the cable coming in. I powered off the modem and the tv is now working