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X1 DVR/Service - So many issues

winger1960
Frequent Visitor

X1 DVR/Service - So many issues

I have the "latest" DVR box according to the last technician who came to my home (one of soooo many visits).  So this is what is happening now:

  • Recording shows I do not set recordings for (4 to date) 
  • Deleting recordings I have not watched yet (3 to date which I now have to try to find on demand and for my trouble get the "privilege" of sitting through commercials)
  • Under the "recently watched" menu shows programs I did not record or watch
  • Some shows that I have not yet watched are marked as "watched" even though they just finished recording
  • Several shows go to a black screen for 1 to 2 minutes so part of the episode is missed
  • One show the first 5 minutes I could hear the canned laughter but no dialogue so it was necessary to turn on closed captioning and read it (yea that's not annoying at all)

After doing the usual unplug/reboot routine (yes I'm sure it is plugged in), I tried to chat but the internet indicated no agents were available and a phone call could be scheduled.  So that is what I did.  The lady on the phone said I needed to talk to "technical" services, placed me on a 5 minute hold, and then hung up on me before I could speak to a technician!!!!!!  So there was an hour of my life with again no resolution to the problems.   So now I will have to start over again, go through everything with someone else, and then probably be disconnected again.  I am seeing a pattern to Xfinity's service here - there is none.  But I do give them credit - they definitely know how to get the billing done in a consistent manner.  When it comes to their money they have that all figured out.

Rustyben
Expert

Re: X1 DVR/Service - So many issues


@winger1960 wrote:

I have the "latest" DVR box according to the last technician who came to my home (one of soooo many visits).  So this is what is happening now:

  1. Recording shows I do not set recordings for (4 to date) 
  2. Deleting recordings I have not watched yet (3 to date which I now have to try to find on demand and for my trouble get the "privilege" of sitting through commercials)
  3. Under the "recently watched" menu shows programs I did not record or watch
  4. Some shows that I have not yet watched are marked as "watched" even though they just finished recording
  5. Several shows go to a black screen for 1 to 2 minutes so part of the episode is missed
  6. One show the first 5 minutes I could hear the canned laughter but no dialogue so it was necessary to turn on closed captioning and read it (yea that's not annoying at all)

After doing the usual unplug/reboot routine (yes I'm sure it is plugged in), I tried to chat but the internet indicated no agents were available and a phone call could be scheduled.  So that is what I did.  The lady on the phone said I needed to talk to "technical" services, placed me on a 5 minute hold, and then hung up on me before I could speak to a technician!!!!!!  So there was an hour of my life with again no resolution to the problems.   So now I will have to start over again, go through everything with someone else, and then probably be disconnected again.  I am seeing a pattern to Xfinity's service here - there is none.  But I do give them credit - they definitely know how to get the billing done in a consistent manner.  When it comes to their money they have that all figured out.


6 is caused by the producer of the show. audio is delivered unchanged to you from where it was produced and recorded. not comcast issue.

5 sounds signal related or if your local broadcast channels bad engineering of 'popover' messages or weather bulletins posted over the video and done incorrectly. not comcast issue.

4. any show already watched based on the 'series number (hidden) season/episode by anyone on your account will show watched. you can use the 'information button' on the remote and change it to unwatched. shows can be shown in syndication on a number of channels yet be watched on a previous channel or in a different time of day on the schedule.

1,2,3 are all related. Have you given your username/password to others or signed them into your account? have you or the ones you let use your account created new users that can use your account? go to xfinity.com and sign in. go to account menu, then to users. any users there? change your password while you are in account.



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winger1960
Frequent Visitor

Re: X1 DVR/Service - So many issues

There is only 1 user on the account - me - and I have never given my password or log on to anyone.  And just to ensure no one else had access I changed my information a few months ago.  So nope I am not the problem here.

 

And yes I know that shows which have actually been "watched" will indicate as such (I delete as soon as I am done with them - thus this really shouldn't even be an issue), however, when they have not been watched or even clicked on they most assuredly should not be labeled as "watched." 

 

The phantom recording issue - I do not watch the shows the DVR is randomly selecting to record.  Some are shows I have never even heard of until they appear on my DVR or are in a language I do not speak. 

 

Repeated episodes that are appearing on the DVR are on the same stations as they previously aired (e.g.  CW, CBS, NBC, ABC, etc.).  And new episodes that are set to record (only new no repeats) are not being recorded (so far 3 episodes of one show and 1 of another).   So I have to try to find them "on demand" or online which is irritating given the prices I am charged for this service each month and if I don't realize they are missing sometimes they become unavailable, not to mention the need to sit through relentless commerical breaks.  And yes the DVR is set for all new episodes only.  And the box is at 40 percent so there is more than enough space for new recordings.

 

The DVR has also determined that the Olympic Channel is one of my "favorites."  Since I do not watch sports I know for a fact that this would never be a "favorite" channel of mine.

 

So yeah it is a Xfinity/Comcast  problem - a family friend has recorded the same episodes of the same series as I do with another provider and does not have these types of issues.  

Rustyben
Expert

Re: X1 DVR/Service - So many issues


@winger1960 wrote:

There is only 1 user on the account - me - and I have never given my password or log on to anyone.  And just to ensure no one else had access I changed my information a few months ago.  So nope I am not the problem here.

 

And yes I know that shows which have actually been "watched" will indicate as such (I delete as soon as I am done with them - thus this really shouldn't even be an issue), however, when they have not been watched or even clicked on they most assuredly should not be labeled as "watched." 

 

The phantom recording issue - I do not watch the shows the DVR is randomly selecting to record.  Some are shows I have never even heard of until they appear on my DVR or are in a language I do not speak. 

 

Repeated episodes that are appearing on the DVR are on the same stations as they previously aired (e.g.  CW, CBS, NBC, ABC, etc.).  And new episodes that are set to record (only new no repeats) are not being recorded (so far 3 episodes of one show and 1 of another).   So I have to try to find them "on demand" or online which is irritating given the prices I am charged for this service each month and if I don't realize they are missing sometimes they become unavailable, not to mention the need to sit through relentless commerical breaks.  And yes the DVR is set for all new episodes only.  And the box is at 40 percent so there is more than enough space for new recordings.

 

The DVR has also determined that the Olympic Channel is one of my "favorites."  Since I do not watch sports I know for a fact that this would never be a "favorite" channel of mine.

 

So yeah it is a Xfinity/Comcast  problem - a family friend has recorded the same episodes of the same series as I do with another provider and does not have these types of issues.  


are you in an apartment or condo?  do you have a recording right now kthat shows but you didn't record? if so use xfinity tv remote app, DVR manager and recordings and see if you can find the show there (it is a list of shows recorded by your account and on a physical DVR on your account). go to the my account app and check the equipment there under the TV tab. do you show the proper number of home set top boxes?



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andyross
Silver Problem Solver

Re: X1 DVR/Service - So many issues

If it is an apartment/condo complex, I wonder if there is no MoCA filter and two X1 boxes in different apartments are talking to each other.

Rustyben
Expert

Re: X1 DVR/Service - So many issues


@andyross wrote:

If it is an apartment/condo complex, I wonder if there is no MoCA filter and two X1 boxes in different apartments are talking to each other.


my thoughts exactly and the reason for the questions to guest 🙂



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winger1960
Frequent Visitor

Re: X1 DVR/Service - So many issues

Not an apartment or condo - single home in suburb.

winger1960
Frequent Visitor

Re: X1 DVR/Service - So many issues

Yes on correct number of boxes (1 DVR 2 "auxiliary" boxes for a total of 3).  I do not live in an  apartment or condo.

Rustyben
Expert

Re: X1 DVR/Service - So many issues


@winger1960 wrote:

Yes on correct number of boxes (1 DVR 2 "auxiliary" boxes for a total of 3).  I do not live in an  apartment or condo.


go to xfinity.com and sign in. go to account, then users. any users listed there? have you changed your own password very recently?



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winger1960
Frequent Visitor

Re: X1 DVR/Service - So many issues

I am the only user and yes I just changed my password.  Have more phantom recordings now.  And last night I was watching a recorded show and the volume just disappeared.  I thought it was the recording but it was not.  No station had any audio.  Lasted for about 10 minutes then everything came back.

andyross
Silver Problem Solver

Re: X1 DVR/Service - So many issues

Even if it's a single home, it's possible for MoCA to reach far enough if a neighbor also has X1 and is connected to the same pole or post. Ideally, every household should have a MoCA filter where the cable comes in. If you only have one cable box, you can put it right at the box.

https://www.amazon.com/Filter-MoCA-Cable-coaxial-networks/dp/B00KO5KHSQ/

 

Otherwise, another possible issue could be if the cable box's serial number is tied to two accounts somehow. Somebody makes changes through the web or app, and it reflects on yours.

winger1960
Frequent Visitor

Re: X1 DVR/Service - So many issues

I don't feel I should have to pay for any additional equipment - if this is a requirement Xfinity should put it on the cable box.  Goodness knows they charge enough every month for this equipment.  I asked them once before if there was anyway someone else could be on my account and was told by the Xfinity representative that it would be "impossible" for that to happen.  There are even more phantom recordings now.  I will try getting through to someone at Xfinity to see if there is any type of resolution.