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Service is skipping

New Poster

Service is skipping

Ever since upgrading to X1, every 10 word I lose audio and the screen skips. Also, my Dvr will randomly reboot itself 2-3 times a week. It is getting to the point where this is unwatchable. I have contacted support several times. They have sent the refresh signal, had me reboot and make sure connections are tightened. All nothing. It has been this way since upgrading a month ago. Anyone have any ideas or experience this?
Expert

Re: Service is skipping


@joeyd51 wrote:
Ever since upgrading to X1, every 10 word I lose audio and the screen skips. Also, my Dvr will randomly reboot itself 2-3 times a week. It is getting to the point where this is unwatchable. I have contacted support several times. They have sent the refresh signal, had me reboot and make sure connections are tightened. All nothing. It has been this way since upgrading a month ago. Anyone have any ideas or experience this?

was this a self-install? you need a tech visit to find out what the signal problem issues are and to get them fixed. else remove as many splitters as you can and verify any splitter/amp is rated to at least 1002 mghz. if previously set up for satellite tv the splitters may not pass the signals above 600 mhz



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New Poster

Re: Service is skipping

Hey, thank you for the quick reply. No, Comcast tech installed the box, and the DVR is direct connected to a wire with no splitter. When the tech installed, he said that the “whole block” has issues from the box on the street but that it “shouldn’t cause me any issue”. A month later, I have had this issue from the minute he walked out the door.
Expert

Re: Service is skipping


@joeyd51 wrote:
Hey, thank you for the quick reply. No, Comcast tech installed the box, and the DVR is direct connected to a wire with no splitter. When the tech installed, he said that the “whole block” has issues from the box on the street but that it “shouldn’t cause me any issue”. A month later, I have had this issue from the minute he walked out the door.

call in 800-Comcast and report just that after selecting technical support for TV. request an in-house (comcast employee) technician to be dispatched.



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New Poster

Re: Service is skipping

Rustyben, I did call. 3 times now actually. The first two times they did the signal reset. No dice. When I called Monday, they told me to bring the box to the service center. You thinking it’s an issue with the line or the box? I don’t want to waste time going to the service center if it is an issue with the line.
Expert

Re: Service is skipping


@joeyd51 wrote:
Rustyben, I did call. 3 times now actually. The first two times they did the signal reset. No dice. When I called Monday, they told me to bring the box to the service center. You thinking it’s an issue with the line or the box? I don’t want to waste time going to the service center if it is an issue with the line.

you've done all you can do. I have 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. they will hopefully set up the proper in-house service tach visit shortly.



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Official Employee

Re: Service is skipping


@joeyd51 wrote:
Ever since upgrading to X1, every 10 word I lose audio and the screen skips. Also, my Dvr will randomly reboot itself 2-3 times a week. It is getting to the point where this is unwatchable. I have contacted support several times. They have sent the refresh signal, had me reboot and make sure connections are tightened. All nothing. It has been this way since upgrading a month ago. Anyone have any ideas or experience this?

Hey there Joeyd51! Sorry to hear about these service issues with that X1 box. Sounds like there might be some ingress or egress on the line outside the premise or perhaps a large issue at the node. We'll take a look at it all so we can get you back up and running.

 

Please send me a private message with your full name for help. Just click my name (Comcast_Support) and then on the next page, you'll see an option to send a private message on the right.

 

Ken

 

 


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