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Ongoing X1 Guide/Menus Service Nightmare

Regular Contributor

Ongoing X1 Guide/Menus Service Nightmare

I've been having on and off problems for a few months now related specifically to the X1 platform and I think I'm hitting a brick wall as there is still no solution.  I know how to check the diagnostic signal levels on my modem, DTA, and X1 box as well as do other troubleshooting with my internet connection.  Based on the levels I can read I see that the signals (upstream, downstream, SNR, various linear channel power levels etc ...) are all fine thoughout my house.  I've already had techs come to my house and verify my inside and outisde wiring is fine.  One of the tech even replaced the drop to my house.  He said it was fine, but he replaced it just so Comcast woudn't continue to point fingers at my wiring.

 

Over a week ago I even replaced/upgraded my XG1V3 to a XG1V4 to rule out any equipment issues.  So I've had my inside/outside wiring cleared of issues, and replaced my X1 box yet the X1 service issues continue to occur.  Techs have referred to it as a 'backend' issue, but at this point there seems to be something wrong with the Comcast X1 database or server my X1 box is connecting to.

 

Over the past few months I've seen recordings dissapear, and old recording come back.  I've had trouble with scheduled recordings not showing up and recordings sitting on my DVR become cloud recordings the next morning even though I've only used ~ 5% of my storage space.  My TV channels are coming in fine, OnDemand works normally and I can stream NetFlix and Amazon via the X1 box without any issues.  No current packet loss or issues with my internet, and as mentioned all my signal levels are fine.  This seems to soley relate to whatever database/server my X1 is communicating with.

 

The latest straw was swapping for a new XG1V4.  The new box is much faster, and for a week everything seemed to be fine.  Then yesterday I got home and noticed much of my guide info was wrong.  For example 1006 which is ABC in my area was showing ABC programming but the 'graphics' on the guide were showing Fox News?  And the FX channels was showing the graphic for 'Newsy' in the guide.  Many of the menu's and guide's graphics were showing blank grey boxes instread of the pictures, but all the text descriptions were correct.  TV, OnDemand, and the streaming apps were fine, but it seemed like the database data was missing or messed up. 

 

When I called Comcast, there was a pre-recorded message mentioning that if the X1 Guide was currently frozen to uplug/plug the box back in to reslove the issue ... if there was a pre-recorded message before I could get through to support wouldn't that point to some sort of known issue in the area?

 

Yestderday I rebooted the X1 box and even performed a system refresh which hasn't fixed the menu and guide issues.  In fact this morning I am now seeing certain channels like Cartoon Network (ch 1734) that actually have overlapping data in the channel guide.  On certain days like 11/8 - 11/11 I'm seeing diffrent programs layed on top on each other like the guide was updated and instead of replacing, it's just overlapping diffrent programming into a jumbeled mess on the screen.  It's almost like my system is pulling from a corrupted or diffrent databases at the same time.  I'm still getting grey boxes on a lot of the menus that will come and go as I jump back and forth.  It's random which programs will show a grey box ... again looks like some sort of server communication issue.  While this is happening all my signals and other services are working fine.

 

I've now had the lines and singals checked, and I swapped my X1 box and yet to have a solution.  Could the local server be sending out bad software / firmware updates?  I noticed that I've just recently been updated to SW 104.1.1 and my firmware appears to be AX014AN_311p3s2_PROD-sey.

 

I do find it odd that when this recent guide/menu issue popped up there was the X1 pre-recorded message when I called in.  At this point there has to be some sort of advanced X1 support Comcast can provide?  I'm extremly frustrated as I've exhausted all troubleshooting options and spent hours of my time and it seems the X1 issue has only gotten worse

Regular Contributor

Re: Ongoing X1 Guide/Menus Service Nightmare

Have you tried a system refresh?

https://www.xfinity.com/support/articles/x1-system-refresh

Sometimes that will clear up quirks.

 

Regular Contributor

Re: Ongoing X1 Guide/Menus Service Nightmare

Yup ... System refresh was the 2nd thing I tried after the unplug/plug.  It didn't fix anything and you can only do 1 system refresh in a 24 hr period

Regular Contributor

Re: Ongoing X1 Guide/Menus Service Nightmare

Don't know if this helps, but checking the outage map on the xfinity website it's showing:

 

An XFINITY Services outage has been reported in your area. We're working hard to get your service up and running. The issue will be resolved on as soon as possible. Thank you for your patience

There are also outages reported in surrounding areas.  If I refresh the screen my outage goes to green.  Refresh a a minute later and the outage is back.  Strange that the outage keeps popping up and going away.  Last week the site kept reporting a 'Channels Outage' in my area.  I wonder if other are finally reporting similar issues.  All my services appeared to be running fine except for the X1 guide and menus

 

EDIT:  Now I'm getting maintenance notifications for overnight tonight ... then I'm back to a service outage ... then back to green again.  The outage map seems to change each time I check ??

Expert

Re: Ongoing X1 Guide/Menus Service Nightmare

the issues described point to the MoCA (multimedia over coax) signal having interference within the home. this can be caused by too many splitters, wrong type splitters, amplifier that is not designed for Comcast cable + MoCA, etc. the home may be missing the entry point filter/reflector (POE). does the 'suddenly' cloud DVR copy playing happen on the DVR itself? or on companion boxes trying to play the recording on the DVR?



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Regular Contributor

Re: Ongoing X1 Guide/Menus Service Nightmare


@Rustyben wrote:

the issues described point to the MoCA (multimedia over coax) signal having interference within the home. this can be caused by too many splitters, wrong type splitters, amplifier that is not designed for Comcast cable + MoCA, etc. the home may be missing the entry point filter/reflector (POE). does the 'suddenly' cloud DVR copy playing happen on the DVR itself? or on companion boxes trying to play the recording on the DVR?


I don't have any companion boxes, just the one XG1V4 and an HD-DTA.  I have an POE filter and a Comcast tech (not a contractor) recently checked all my wiring and even ran a new drop.  Singal levels are fine on the levels that I can see on my equipment.  The downstream on the X1 box runs ~ 0 to +3 with SNR 40+ depending on the channel locked, and the upstream power is 42-45.  Modem levels look great as well.  I don't have any amps, just a 3 way splitter coming off the pole that is all new.  That is what's driving me nuts ... I've done all the troubleshooting I can do and everything from my house to the pole looks great from what the techs and myself can tell.  The Xfinity outage map is constantly showing outages in surrounding areas and many times in my area as well.  yesterday my whole area was lit up red for a while.

 

I got home yesterday and everything was back to running fine.  I then woke up this morning to find my X1 guide and menus slow as heck to respond to button presses.  My Amazon app via the X1 box was running great, but any of the X1 menus were horrible.  My internet was running fine with good levels and no packet loss so it seemed isolated to the X1 menus again. Rebooting the box fixed it.  I checked with a neighbor who was leaving for work at the same time as me this morning.  He said his X1 menu on his XG1V3 was taking 5+ seconds to register a button press.  I told him to try a reboot.

 

I have an open ticket for an advanced tech to call me back.  That was supposed to happen 24 hrs ago, but I've still heard nothing back or gotten any info.  Can anyone from Comcast look into this ticket and issue?

Contributor

Re: Ongoing X1 Guide/Menus Service Nightmare

From reading the OP problem(s) " then woke up this morning to find my X1 guide and menus slow as heck to respond to button presses" and "Over the past few months I've seen recordings dissapear, and old recording come back"

Could this be the same as this link in the forums earlier, July to October ? I too have had the same problem for weeks. I have done the shutdown & refresh and it does help for a while, within a day or two it's back.

 

Forum Link:
https://forums.xfinity.com/t5/X1/slow-remote-response/td-p/3243590

 

Not so Awesome ...........

 

Regular Contributor

Re: Ongoing X1 Guide/Menus Service Nightmare

Got home today and the problems with the guide were back again.  After politely dealing with support on the phone for ~ an hour I was able to get through to a tier 2 supervisor.  He didn't have a ton of information but was able to confirm that it's not an issue with my singals or my equipment.  He was seeing a 'backend' issue that described configuration issues since 10/25 that is still open affecting the X1 platform in my area.  There was no more info available and no resolution time given.

 

Hopefully they get some more clarity on what the heck is going on ... It seems like I'm just back to the 'backend' issues that have been given for the past few months.  This is the worst I've seen these issues so far and I don't even know if anyone is working on a resolution?

 

EDIT: The outage map is now saying ... An XFINITY Channels outage has been reported in your area. We're working hard to get your service up and running. The issue will be resolved on as soon as possible. Thank you for your patience

 

Same thing for days ... This X1 platform is a mess when it's not working correctly

Official Employee

Re: Ongoing X1 Guide/Menus Service Nightmare


@Brocktoon wrote:

I've been having on and off problems for a few months now related specifically to the X1 platform and I think I'm hitting a brick wall as there is still no solution.  I know how to check the diagnostic signal levels on my modem, DTA, and X1 box as well as do other troubleshooting with my internet connection.  Based on the levels I can read I see that the signals (upstream, downstream, SNR, various linear channel power levels etc ...) are all fine thoughout my house.  I've already had techs come to my house and verify my inside and outisde wiring is fine.  One of the tech even replaced the drop to my house.  He said it was fine, but he replaced it just so Comcast woudn't continue to point fingers at my wiring.

 

Over a week ago I even replaced/upgraded my XG1V3 to a XG1V4 to rule out any equipment issues.  So I've had my inside/outside wiring cleared of issues, and replaced my X1 box yet the X1 service issues continue to occur.  Techs have referred to it as a 'backend' issue, but at this point there seems to be something wrong with the Comcast X1 database or server my X1 box is connecting to.

 

Over the past few months I've seen recordings dissapear, and old recording come back.  I've had trouble with scheduled recordings not showing up and recordings sitting on my DVR become cloud recordings the next morning even though I've only used ~ 5% of my storage space.  My TV channels are coming in fine, OnDemand works normally and I can stream NetFlix and Amazon via the X1 box without any issues.  No current packet loss or issues with my internet, and as mentioned all my signal levels are fine.  This seems to soley relate to whatever database/server my X1 is communicating with.

 

The latest straw was swapping for a new XG1V4.  The new box is much faster, and for a week everything seemed to be fine.  Then yesterday I got home and noticed much of my guide info was wrong.  For example 1006 which is ABC in my area was showing ABC programming but the 'graphics' on the guide were showing Fox News?  And the FX channels was showing the graphic for 'Newsy' in the guide.  Many of the menu's and guide's graphics were showing blank grey boxes instread of the pictures, but all the text descriptions were correct.  TV, OnDemand, and the streaming apps were fine, but it seemed like the database data was missing or messed up. 

 

When I called Comcast, there was a pre-recorded message mentioning that if the X1 Guide was currently frozen to uplug/plug the box back in to reslove the issue ... if there was a pre-recorded message before I could get through to support wouldn't that point to some sort of known issue in the area?

 

Yestderday I rebooted the X1 box and even performed a system refresh which hasn't fixed the menu and guide issues.  In fact this morning I am now seeing certain channels like Cartoon Network (ch 1734) that actually have overlapping data in the channel guide.  On certain days like 11/8 - 11/11 I'm seeing diffrent programs layed on top on each other like the guide was updated and instead of replacing, it's just overlapping diffrent programming into a jumbeled mess on the screen.  It's almost like my system is pulling from a corrupted or diffrent databases at the same time.  I'm still getting grey boxes on a lot of the menus that will come and go as I jump back and forth.  It's random which programs will show a grey box ... again looks like some sort of server communication issue.  While this is happening all my signals and other services are working fine.

 

I've now had the lines and singals checked, and I swapped my X1 box and yet to have a solution.  Could the local server be sending out bad software / firmware updates?  I noticed that I've just recently been updated to SW 104.1.1 and my firmware appears to be AX014AN_311p3s2_PROD-sey.

 

I do find it odd that when this recent guide/menu issue popped up there was the X1 pre-recorded message when I called in.  At this point there has to be some sort of advanced X1 support Comcast can provide?  I'm extremly frustrated as I've exhausted all troubleshooting options and spent hours of my time and it seems the X1 issue has only gotten worse


Apologies for the issue and the experience that you described above. I have looped in our Pennsylvania team so that we can get this identified and resolved for you (and your neighbor).


In reviewing your account, I can see that the last two technicians that were out in August referred an issue to our plant maintenance team.

I do see that there is an open maintenance ticket for identified signal leakage not too far (point to point) from your home.

I've asked our local team to see if that correlates to the issues you described and to contact you directly for the next steps.

 

Apologies again for the issue and thanks for your patience.


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Regular Contributor

Re: Ongoing X1 Guide/Menus Service Nightmare


@ComcastTeds wrote:


Apologies for the issue and the experience that you described above. I have looped in our Pennsylvania team so that we can get this identified and resolved for you (and your neighbor).


In reviewing your account, I can see that the last two technicians that were out in August referred an issue to our plant maintenance team.

I do see that there is an open maintenance ticket for identified signal leakage not too far (point to point) from your home.

I've asked our local team to see if that correlates to the issues you described and to contact you directly for the next steps.

 

Apologies again for the issue and thanks for your patience.


Thank you for the getting back to me.  I really do apprecaite the response.   I believe the issues I had in August were related to upstream node/plant issues as I was having a ton of packet loss that was affecting my internet as well as X1 service.  The odd thing with this current issue is that only the X1 guide and menu's are affected as all of my other services are fine.

 

I was tiold the open ticket started on 10/25, which is when I started seeing the X1 issues and my guide was frozen.  When I left for work that morning (on 10/25) around 5 AM there were serveral PECO power trucks up the street near the node along with what I'm pretty sure was a Comcast bucket truck.  It also looked like they were clearing out piles of tree branches that early in the morning ... maybe a tree came down and caused some major damage to the aerial lines.

 

For the past 2 days including now I continue to get alerts of multiple outages on my Xfinity account page.  The outages clear, and then they pop up again over and over.  I've also been getting multiple reports of maintenace being performed.  With so many alerts and outages reported, I'm not sure if they're legit or not?  Or is there a problem with the outage reproting system? 

 

Currently I'm seeing:

Right now, a technician is performing maintenance in your area and you may be experiencing a service interruption. We began work on 10/31/2019 03:03 PM (Eastern), and this is expected to end on 10/31/2019 04:33 PM (Eastern). Thank you for your patience.

But I've been getting messages like the above and serivce outage messages for days and not seeing any improvements.

 

Thank you again for your help, and hopefully the local team can shed some light as to whaty's going on

 

EDIT: looks like as I was typing this, around 4:30 PM the guide and menus starting work properly again!  Maybe the recent maintenance actually fixed the issue?  Fingers crossed that things stay this way