Community Forum
Your upstream signal levels are too high and out of spec, on both your DVR and your modem. If you need assistance getting another tech out let us know
I am a Retired Official Comcast Employee
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a post as the Best Answer!
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a post as the Best Answer!
I can access the levels of your equipment and look at a map. It’s possible it may be an outside issue, as a neighbor has the same levels as you do.
I’ve escalated it up to a colleague to get a tech, so you don’t have to call in.
I’ve escalated it up to a colleague to get a tech, so you don’t have to call in.
I am a Retired Official Comcast Employee
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a post as the Best Answer!
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a post as the Best Answer!
Hello artseattle, I can assist you with getting a tech out to take care of this issue for you. Can you please send me a private message with your full name, street address, and account number by clicking on my name (ComcastAmir) and then "private message me"?
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
@artseattle wrote:
I continue to have the problem with my picture freezing. I can change channels and hear the audio of the selected channel or even Netflix. I've needed to "restart" the system about once per day.
Since my last post, I tried connecting the X1 to my TV directly using the RCA jacks. I can watch an SD version of the box using this input. However, if the X1 freezes, the RCA connection goes black and the audio continues to be changeable. I already swapped out all of my HDMI cables. Unplugging the HDMI cables and then re-plugging does nothing. Only "refresh" or "restart" work. Also, my DTA box, phone, internet are not affected. Entire community and house are only ten years old so I suspect good cabling.
Are there any other things I can try? So far: Had two techs come. Signal is fine, swapped X1 box, changed Coax cables.
The last time the tech came, he told me there would be no charge. However, I was charged $70. When I called Comcast, they told me they would waive the fee as a courtesy but that I would be charged if they sent another person for this same issue.
locate either end of your HDMI cable (one easiest to get to). next time it freezes, pull that end from the HDMI port (remember which one it was). after 20-30 seconds plug back in. did picture unfreeze?
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
@artseattle wrote:
Thanks. I've tried that several times. When I unplug the HDMI from either end, and wait 30+ seconds, the picture stays frozen. If I unplug from AC the X1 box, it reboots and then everything is fine.
ok next test, leave everything connected but unplug the TV for 30 seconds or so then plug back in and turn on. results?
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Artseattle, the dvr and your modem’s upstream and downstream levels need to be in a certain range to work properly. Presently your upstream levels of both your dvr and your modem are too high and out of spec. Downstream levels are barely in the
range. Your last tech out was 3 months ago, but there’s no telling what’s happened between then and now. If you want assistance getting another out let us know.
range. Your last tech out was 3 months ago, but there’s no telling what’s happened between then and now. If you want assistance getting another out let us know.
I am a Retired Official Comcast Employee
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a post as the Best Answer!
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a post as the Best Answer!
I can only go by what I see. If the problem is outside or equipment related, there’s no charge. If it’s related to in house wiring, there will be a service charge. The levels may have been fine at the time (whenever that was). Ultimately, it’s your choice on how you want to proceed.
I am a Retired Official Comcast Employee
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a post as the Best Answer!
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a post as the Best Answer!
@artseattle wrote:
Are you able to access the Restart button by pressing "A" on your X1 remote? That's how I access it. Hopefully, someone will find a fix for this soon!
on the next two events try unplugging only the HDMI cable (be sure to note which jack it is plugged in to) and after 10 seconds or so plug back in. fixed? 2nd even turn off power button on the physical set top box (puts in standby) for 10-30 seconds then press again. fixed?
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
@Matt2131 wrote:
I have the same issue. Wondering if there has been any resolution. The only thing that fixes it is a restart. All other functions of the DVR box work.
did you read and follow the post just above your post?
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
@Matt2131 wrote:
Yes I've tried them all.
not enough enformation.... from post above
on the next two events try unplugging only the HDMI cable (be sure to note which jack it is plugged in to) and after 10 seconds or so plug back in. fixed? 2nd even turn off power button on the physical set top box (puts in standby) for 10-30 seconds then press again. fixed?
what happened as you tried the two procedures?
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
@artseattle wrote:
I've also tried "Rustyben's" ideas to no avail. (Still, thanks for ideas) The freeze doesn't seem to happen as often but I haven't been watching as much. I also find it interesting that sometimes the "restart" only takes a minute or two and sometimes it takes 5 minutes.
Still waiting for a solution.
Art
when 'stuck' does channel up unfreeze the picture after a minute or so?
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
@artseattle wrote:
No, nothing seems to "unstuck" the picture except restart or refresh. Art
did you respond to @ComcastAmir on his april post to you?
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
@artseattle wrote:
Rustyben, yes I did correspond privately with Amir from Comcast. If I remember correctly, he was going to have another service person come out. I declined since a Comcast phone tech told me that they would charge me if another tech came out (two so far). I decided to live with the problem and hope that someone would figure out what was going on.
I have re-escalated your issue to the Comcast Team available to these forums. Check back often for a reply in this thread from a Comcast Official Employee.
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Hello, everyone -
I would be happy to assist regarding the X1 freezing issues. I don't see any known issues, so it may be an issue with the box. To look into this further together, please send me a PM with your first and last name. Thanks!
To send me a Private Message, please click my name “ComcastAlly” and click “send a message.”
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
MSDOGS1976 -
Thank you for reaching out here. I would love the have the opportunity to turn this around, and I don't want to see you leave. To look into this further together, please send me a PM with your first and last name. Thanks!
To send me a Private Message, please click my name “ComcastAlly” and click “send a message.”
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
image frozen (not updating) is classic HDCP handshake failure closing the stream from source to the TV. The 'break' will need to be determined. is the Set top box connected directly to the TV? to a receiver or sound bar?
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
@Matt2131 wrote:
Directly to the TV via HDMI
makes it easy to diagnose. swap HDMI cables with a DVD player etc from TV to set top box.
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
@Matt2131 wrote:
Tried that even different ports on the TV and the issue persists. As I said before the box works completely. I can open apps such as Netflix, and or search on the guide. But the image remains on the TV. Also can hear whatever program is on. I've had a technician to the house replace the wire from the pole to the house. My signal is very strong. It's on the first splitter that is powered from the point of D mark in the house. Also have the box replaced. And the issue persists.
do you have another x1 set top box to swap in for your current box to see if the problem moves or is fixed by a different set top box?
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
MSDOGS1976 -
Glad the new box was able to resolve the freezing issues. Please reach back out to us here if you need anything else!
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
