We've had the same problem for a week. Tech came on Thurs and replaced X1 box and power source, problems persist. Now we have to wait a few more days for someone to come check "the outside lines." But this whole time our set top box has worked perfectly, so I don't understand how it can be the lines? I've spent almost 2 hours on the phone and still no solution.
I have escalated your issue to the Comcast Team available to these forums. Check back often for a reply in this thread or via Private Message from a Comcast Official Employee.
Hello @ChuksEmmanuel. If you are still experiencing trouble with your X1 cable service, I can help troubleshoot this. I can also schedule a technician visit if need be, to get your service working properly. Please send me a private message and include your full name, service address, and account number so I can assist you.
Is there any solution? The freezing becomes more and more ridiculous everyday. Now we are getting the rainbow screen. Please help.
Hi, could you look at and follow the directions in the post just before your post (from the Comcast Official Employee).
Hi Lseg810, I can assist you with getting your X1 cable box to function properly. 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".
Is there a soulution to this issue without private messaging a specific tech? I’ve had a tech come to my home to ‘fix’ this issue and nothing at all has changed (except the $70 charge I received. Grateful I was able to get that credited back!). I have tried every available support option Comcast offers to no avail. My issue is different than the others posted here. I’m on my third XG1 4K box and they all lock up when the TV is turned off. Since January that only happened over night. Since the latest update, it happens every time I turn the TV off. To watch anything again the XG1 box must be unplugged and restarted. Waiting 10-15 minutes each time I want to watch something is simply ridiculous when my Comcast bill is more than a car payment each month! I’m very grateful to anyone here who can help me since Comcast is not able to do so...
My screen is just black. No error mesages, no frozen screen shot, just black. There is nothing I can do with the remote or with the box to make anything happen or show other than the black screen until I reboot the box. Once I do that I have no problems at all. It works beautifully until I turn the tv off again...
What was the solution to your problem? I'm having the same issue with the XG1 box.
scroll back a few posts to the one by @ComcastZach - would you respond with answers to his questions please?
HI,SALAMANDER1 HERE, I HOPE I CAN HELP.I BELIEVE THAT YOU ARE HAVING CONNECTIVITY PROBLEMS. YOUR EVIDENCE OF HAVING TO REBOOT CONSTANTLY USUALLY MEANS THAT YOU ARE LOSING SIGNAL & STRENGTH. I HAVE SIMILAR ISSUES. A TECH CAME 2 YEARS AGO & REPLACED AN OLD LINE, WE HAVE UNDERGROUND LINES. HE LEFT THE ABOVE GROUND JUNCTION BOX OPEN, EXPOSEING ALL CONNECTION TO RAIN, I LIVE IN MASS. CRANBERRY COUNTRY, VERY WET. I WAS HAVING SCREEN FREEZE. WENT OUTSIDE & CLEANED OUT & CLOSED BOX, & NOW EVERYTHING`S OK. THE TECH`S HAVE A METER/SCAN TOOL THAT CHECKS SIGNAL STRENGTH. REMBER THE OLD SAYING, ELECTRICITY TAKES THE SHORTEST PATH TO GROUND, SO IT CAN ALSO AFFECT SIGNAL & STRENGTH. IF IT`S AN OUTSIDE ISSUE, SHOULDN`T BE A CHARGE. MY EQUPT. IS XG1v4 SET TOP, NEW SAMSUNG 4K SMART UHD HDR TV RECIEVING @ 2160P, BEST AVAILABLE UNLESS USING TV APPS. SO MAYBE CHECK ALL CONNECTIONS IF YOU CAN. I HOPE THIS HELPS. SALAMANDER1
Did anyone get a fix? I have a 5000k OLED LG TV, X1 Service and Gigabit Internet with the 4K cable box...considering dumping the whole thing and trying FIOS.
Our 4K box freezes up everyday (sometime 3 or 4 times) same drill...picture freezes and box restarts. When you call Comcast tech line, it’s a waste of time...they just read a script...sorry your having a problem, did you resent your box...we can have a tech come out....
We have had (9) xfiniy techs come to house and check the signal strength, connections and spliters and say the same thing...”looks good to me”. Xfinity 4K box never freezes up when they are here.
Any help would be great.
next time you have the problem call in to 800-Comcast and select TV. ask the agent to use their tool "internal troubleshooting guide" (einstein. The results should allow them to determine if it is a problem a home tech visit would fix.
I have not yet found a solution. I can tell Comcast is working on it because it will not lockup a time or two after I turn off the TV - but then the next update puts it back to where it has always been. There was one period of two days that the box did not lockup. That has only happened that one time. It is annoying to unplug the box EVERY time you want to watch something - then wait for it to reboot...
Still having this stupid issue with this box. Tech came out back in the spring and changed connections, splitter, and the service line to the house and said there was water in it. Problem still continues after all of this and once again is happening more frequently. We never had this issue with previous boxes from Comcast. Is there any solution to this issue or would i just be better off switching providers?