X1 Mess - Line Tech Needed?

[flaboy]

My next-door neighbor and I liave in a duplex in different apartments.  We have separate Comcast wiring and are individually connected to the same pole.

On any given day and at random times (lately mostly at night), we both get a complete video and audio breakup or our X1 TV service, lasting anywhere from a few minutes to several hours.  At no time is the internet affected.

We are confident the problem lies somewhere outside.  When it occurs, it starts and stops at exactly the same time for both of us.  Inside wiring and equipment's already been swapped out.  We don't have a DVR but do have cellphone videos clearly showing the issue simultaneously in both apartments.

1.  Is there a way to directly get a line tech or do we first have to have an inside tech to refer the issue?

2.  Since we're in the same dwelling (but different apartments), with the exact same issue (totally separate hook-ups), can we do a combined trouble call and how is that set up?

This intermittent problem is extremely aggravating because of the random nature.  We are looking for the simplest, most direct way of getting it resolved.

Advice appreciated.

[CCAndrew]

1. You need an inside tech out first and they will get it to the maintenance team if deemed necessary
2. Set one trouble call up but for a time when you’re both home

[flaboy]

@CCAndrew  -- Many thanks for responding.  I'll make the call and will follow-up here if needed.

[flaboy]

@CCAndrew  -- Comcast tech coming Monday between 8AM and 10AM.  Will post back here as necessary.  Thanks again for responding.

[flaboy]

@CCAndrew -- sorry to bother you.  Just had a phone call which I couldn't answer.  Number is

855-761-8885.  No message left.  Researching the number, some people say it's Comcast calling about an appointment, others say it's spam.  I did get email confirmation of Monday's appointment.  Is this legit and do I need to do anything about it as no message was left.?  Thanks.

[flaboy · Accepted solution]

@CCAndrew  and anyone else reading.  See first post for problem.

Tech came and saw the videos of the extreme tiling.  Checked everything inside both apartments.  Went to pole and found what he called "hic-cups".  Tech replaced everything he could at the pole and inside the gray boxes at the back of the apartments.  Hic-cups still there.  Tech called maintenance and found numerous X1 service errors.  We were told maintenance will send a line tech in a couple of days.

45 minutes after the tech left, the line tech showed up.  He found the main input connector was loose and there was water intrusion.  Line tech did his thing and is confident problem is solved.

I must give Comcast credit for moving so quickly on this issue and the professionalism of the techs.

If needed, we will follow-up.  As for now, I'm marking this as being solved.  Many thanks again to

CCAndrew for his initial response.

[CCAndrew]

Glad to help you and your neighbor get it resolved. If you need anything else in the future, feel free