Intermittent Video Issues Affecting Some Customers

I have an old HDTV that does not have an HDMI port. It does have a DVI port. I have been connecting to the Xfinity X1 cable box by using the HDMI out port  and going through the adapter to connect to the DVI port on my HDTV. to get the audio I connected to the componet audio on the X1 box. this has worked for more than 3 years with a great picture and no problems.

then about 2 weeks ago, the something happened. The picture was still great, but about every 10 seconf the screen flashes white for a second and the picture returns. The remote has sporadic communication.

Of course, spent a lot of time with tech help to no avail. they suggested I exchange cable box. I did

but no change. I now have my TV connnected using componet cables ( the only option if you don't have HDMI). Everything works except you cannot select display resolution through the help, Device settings, just get a blank screen.

so my quesion is does Comcast no longer support the use of an HDMI to DVI adapter?

There is a new-ish picture resolution Comcast offers and a lot of TVs have a issue with it and older adapters don’t seem to support it.(1080p60) The Xfinity rep is probably correct but if you press "EXIT EXIT EXIT 1080" it will change the picture resolution from 1080p60 to 1080i. Some Xfinity stores also offer HDMI to Component converters (Still does not support 1080p60)

Thank you so much for your help. I did as you instructed and that solved the problem. I am wondering if an update somehow changed the output of the HDMI port to 1080p from 720p that the technician set the box on when he installed the x1 box. Apparently, a new box comes with the HDMI port set at 1080p (which makes sense), but that was incompatible with my old TV and did not allow the DVI connector to work, as well as some functions under the device settings.

Everything is working now. Thanks again.

Still having roblems with this

If it's a secondary box, that means the adapter is in `panic`or trouble mode. Which means it lost connection and is searching for a signal. 

I am having white light flashing issue and cannot get a service rep. to work on a solution.  Where is Comcast support!?

Thanks for the post. Can you post a followup comment when the update that fixes this issue is deployed?

This has been affecting my 4k X1 DVR in south SFbay since Friday June 26, when I first contacted Xfinity about this,  and continues as I write this,  even after a later DVR swap. 

I was originally  told this would be resolved by July 3, on Sunday 7/5 called again, provided a replacement X1 , after the CSR insisted this would resolve the issue.

Speaking to Xfinity reps at Customer Service is a waste of time, even referencing this thread directly, with this ID #3347927 to them does not help. Just met with indifference and they are not being provided information/updates on this issue.

Changing resolution every time the equipment has been off or in standby overnight,  or for a long period during the day, (which causes the flashing  issue to return) and having to go back and do this picture resolution work-around,  is a bother, and not a solution.

This thread hasn't been updated in nearly 2 weeks by Xfinity, when is a fix to this buggy firmware going to be rolled out? My wiring has been checked out my Tivo in another room is at least unaffected....Can the powers-that-be provide at least the courtesy of an update? 

Please provide customers a reply, in what timeframe will this now be resolved, since the orignal post states this should have been resolved by July 3

UGH - Still not working!

And it is eating up my data usage because the DATA light is always blinking 

I have a plain tv box in one room and a dvr box in another.

Do I need new boxes?

How do I check on the status of my reference ticket CR913601016 from when I contacted them last week?

Thanks

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@franceshd wrote:

UGH - Still not working!

And it is eating up my data usage because the DATA light is always blinking 

I have a plain tv box in one room and a dvr box in another.

Do I need new boxes?

How do I check on the status of my reference ticket CR913601016 from when I contacted them last week?

Thanks

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The data the set top box uses for maintaining its software (refreshes) does not count toward your data usage.