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X1 Technical Issues

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Valued Contributor

Re: X1 Technical Issues

 


@StaceyX1Issues wrote:

And as far as getting a tech out here, my first attempt, the tech scheduling system was down on your end.  The second attempt was scheduled on an incorrect day and was supposed to be escalated and the support person never returned to the call.  All of this is detailed in my "long rant" as you put it.


Hi Stacey, are you still having issues with your service?  It seems to me you're experiencing some MoCA issues that would indeed require a tech visit.  Please let me know the status of your issues and I can help ensure we have a great tech visit you at your convenience.  Thanks, Neal


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Re: X1 Technical Issues

Comcast is the most frustrating company to deal with...

 

My X1 service has been out since last night at midnight and I have been trying to call service since 11:00 AM. I just keep getting hung up on or a message comes on telling me to leave a message. This has happened five times now. Total amount of hold time so far - 1:17. I even started a chat session at 3:15 and am presently 43 in queue.

 

You would think that paying over $200 a month would get at least some type of tech support. I have checked all the necessary pre-technical support items many times over.

 

The error code is RDK-03030 on my TV's. Internet seems fine.

 

Please help!!!!!

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Re: X1 Technical Issues


@michaelgraf wrote:

Comcast is the most frustrating company to deal with...

 

My X1 service has been out since last night at midnight and I have been trying to call service since 11:00 AM. I just keep getting hung up on or a message comes on telling me to leave a message. This has happened five times now. Total amount of hold time so far - 1:17. I even started a chat session at 3:15 and am presently 43 in queue.

 

You would think that paying over $200 a month would get at least some type of tech support. I have checked all the necessary pre-technical support items many times over.

 

The error code is RDK-03030 on my TV's. Internet seems fine.

 

Please help!!!!!


Hi michaelgraf.  I'm sorry to hear you're having issues.  Are you seeing the 3030 error on ALL TVs in your home?  I see you have multiple X1 boxes.  Thanks, Neal


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Re: X1 Technical Issues

No...just the one with the X1 DVR

 

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Re: X1 Technical Issues

After checking the connections on the line, the code changed to RDK-03004

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Valued Contributor

Re: X1 Technical Issues

I see that box going offline several times in the last 12 hours.  Have you been unplugging it and plugging it back in?  If not, the box may need to be swapped.  Please let me know if you'd like me to assist in having a technician visit your house.  Thanks, Neal


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Re: X1 Technical Issues

I have had service for a month with recurring unresolved issues. I have an X1 record anywhere box CC S/N pkkzngmtt Serial No. PAD2001129364. I also have a second box in another room. Problems are happening with both boxes. 

1. When watching tv i will randomly receive a msg that tells me to make sure my set top box is powered on 

2. My remote has a major delay when i push any button

3. Will receive a message saying "missing recordings?" After i unplug and plug in again the problem only temporarily resolves

4. My dvr recordings will only play the first few minutes of the program (again, this happens randomly but more often then not)

5. When i hit search on X1 box i am unable to access the manual type in with letters and numbers, my other box allows me to manually type in the search field

 

PLEASE HELP

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Re: X1 Technical Issues

For the past week I have had connection issues RDK-03004 I have called twice and they tell me there is an outage where I'm at, yet when I check for an outage online and through text it tells me there is no outage. My wife called this morning a tech told her the issue was resolved, I come home this evening, call, and they tell me there is an outage. Is there anyone on here who has had the same issue, or can help me.
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Re: X1 Technical Issues

I am in NJ, and have been having issues for months.  Its not like I am a new customer.  I've been with Comcast for over a decade.  I have two HD-DVR boxes and a wireless gateway for Internet and two home phone lines. 

 

I have lost cable TV numerous times, including tonight.  It usually starts with increasing XR-00018 codes and eventually gets to a KR-0307 message or a total freeze.  After that (and sometimes after rebooting the X1 box) I can see station identifiers (upper middle of screen), the current show that is on (bottom left) and a "susbscription required" notification popping out of the bottom right.  Technical support sees a perfectly normal network with fully functional components, but remote reboots and software refreshes never make it to the X1 HD-DVR unit.  I used to have more TV connections, but eliminated tham when Comcast thought they might be weakening the signal.  Removing additional TVs and boxes has not improved performance.

 

I have Internet service that will be great one minute (60 mbps download / 20 mbps upload) and times out on a simple ping test the next.  My local wireless LAN (PC, tablet, scanner, printer) works fine regardless of Internet functionality.

 

My phones recently went two weeks with outgoing calls working but incomng calls not working.  It took a field service visit to get them working.  The length of the delay was in part because Comcast robo-called the inoperative home phone to tell me of the appointment, which meant I never knew about the initial visit.   And the phones didn't work at all when Comcast incorrectly configured a replacement wireless gateway Comcast told me I needed.

 

In the past year every component within my house has been replaced.  Comcast has rewired both TV connections directly from my main feed.  My wireless modem has been replaced multiple times with Comcast equipment.  My X1 boxes have also been replaced, multiple times. 

 

It seems that as soon as one problem resolves one of the other problems recurs. And it seems that Comcast is huge on first line customer support people who are generally pleasant but can't actually do much.  My problem is that I can't ever get beyond the first-level support.

 

As an example, tonight I called Comcast to investigate a billing credit (based upon the recent chronic issues).  In a 3 hour phone call - 4 different Comcast emploees and 2+ hours of waiting on hold - I had a billing specialist expidite my call to a more senior specialist.  The senior billing specialist recommended a discussion with a technical supervsor, and offered an interim credit pending a technical review.   I was then transferred to an Internet technician instead of a technical supervisor.  He did nothing constructive before abandoning me to another hold and eventually a Cable TV technical support technician.  The TV technician tried to remotely reboot and reconfigure my X1 box without success, eventually giving me a ticket number and a recommendation that I talk to billing to resolve my technical issue.  it seems that technical support could find nothing wrong, so determined the X1 failure must have resulted from whatever billing did).  Unfortunately for me, the composite call took so long that billing was closed by the time the Cable TV specialist determined that I needed to again talk to billing.

 

The sad part is that Comcast is willing to continuously waste hours of my time (over 20 since November 1) and waste the time of both their telephne and field support specialists to rehash solutions that temporarily address the symptoms, but not the problem.  It is now high probability that the technical issue causing me TV and Internet problems are either insufficient bandwidth or leakage on the trunk line for my neighborhood, my street, or possibly just my house. 

 

As I write this my Internet is again failing.   Wireless signal is strong but transfers are spotty; decent speeds one minute and nothing the next.

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Re: X1 Technical Issues

Neal,

 

Yes, I am still having problems.  I have an appointment for next Tuesday afternoon.  Not sure what MoCA is but I will convey that information to the tech when he/she arrives next week.

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Re: X1 Technical Issues


@hwaldron2 wrote:

I am in NJ, and have been having issues for months.  Its not like I am a new customer.  I've been with Comcast for over a decade.  I have two HD-DVR boxes and a wireless gateway for Internet and two home phone lines. 

 

I have lost cable TV numerous times, including tonight.  It usually starts with increasing XR-00018 codes and eventually gets to a KR-0307 message or a total freeze.  After that (and sometimes after rebooting the X1 box) I can see station identifiers (upper middle of screen), the current show that is on (bottom left) and a "susbscription required" notification popping out of the bottom right.  Technical support sees a perfectly normal network with fully functional components, but remote reboots and software refreshes never make it to the X1 HD-DVR unit.  I used to have more TV connections, but eliminated tham when Comcast thought they might be weakening the signal.  Removing additional TVs and boxes has not improved performance.

 

I have Internet service that will be great one minute (60 mbps download / 20 mbps upload) and times out on a simple ping test the next.  My local wireless LAN (PC, tablet, scanner, printer) works fine regardless of Internet functionality.

 

My phones recently went two weeks with outgoing calls working but incomng calls not working.  It took a field service visit to get them working.  The length of the delay was in part because Comcast robo-called the inoperative home phone to tell me of the appointment, which meant I never knew about the initial visit.   And the phones didn't work at all when Comcast incorrectly configured a replacement wireless gateway Comcast told me I needed.

 

In the past year every component within my house has been replaced.  Comcast has rewired both TV connections directly from my main feed.  My wireless modem has been replaced multiple times with Comcast equipment.  My X1 boxes have also been replaced, multiple times. 

 

It seems that as soon as one problem resolves one of the other problems recurs. And it seems that Comcast is huge on first line customer support people who are generally pleasant but can't actually do much.  My problem is that I can't ever get beyond the first-level support.

 

As an example, tonight I called Comcast to investigate a billing credit (based upon the recent chronic issues).  In a 3 hour phone call - 4 different Comcast emploees and 2+ hours of waiting on hold - I had a billing specialist expidite my call to a more senior specialist.  The senior billing specialist recommended a discussion with a technical supervsor, and offered an interim credit pending a technical review.   I was then transferred to an Internet technician instead of a technical supervisor.  He did nothing constructive before abandoning me to another hold and eventually a Cable TV technical support technician.  The TV technician tried to remotely reboot and reconfigure my X1 box without success, eventually giving me a ticket number and a recommendation that I talk to billing to resolve my technical issue.  it seems that technical support could find nothing wrong, so determined the X1 failure must have resulted from whatever billing did).  Unfortunately for me, the composite call took so long that billing was closed by the time the Cable TV specialist determined that I needed to again talk to billing.

 

The sad part is that Comcast is willing to continuously waste hours of my time (over 20 since November 1) and waste the time of both their telephne and field support specialists to rehash solutions that temporarily address the symptoms, but not the problem.  It is now high probability that the technical issue causing me TV and Internet problems are either insufficient bandwidth or leakage on the trunk line for my neighborhood, my street, or possibly just my house. 

 

As I write this my Internet is again failing.   Wireless signal is strong but transfers are spotty; decent speeds one minute and nothing the next.


If you are having problems with Internet, you should try rebooting your gateway.


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Re: X1 Technical Issues

Rebooting my gateway?  How many times do you reboot (dozens) and how many times do you replace (three since last summer) before you figure the problem isn't the gateway?

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Re: X1 Technical Issues


@hwaldron2 wrote:

Rebooting my gateway?  How many times do you reboot (dozens) and how many times do you replace (three since last summer) before you figure the problem isn't the gateway?


Internet speed doesn't affect X1.  Rebooting the X1 doesn't affect your Internet connection.

 

You may also have connection problems in the neighborhood to Comcast Servers.


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Re: X1 Technical Issues


@StaceyX1Issues wrote:

Neal,

 

Yes, I am still having problems.  I have an appointment for next Tuesday afternoon.  Not sure what MoCA is but I will convey that information to the tech when he/she arrives next week.


MoCA is similar to a 100% managed ethernet switch that the x1 system uses to communicate and send files between themselves (content like recorded tv shows).



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Re: X1 Technical Issues

My X1 problems are cleaned up for the moment.  Comcast database had the hierarchy of my cable components messed up, and was attemting to push signal to obsolete cable boxes that were replaced more than one year ago (by Comcast!).

 

So now I have to wait for the next system slowdown and then contact Comcast technical support while the slowdown is occuring so they can try to characterize what is going bad.

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Re: X1 Technical Issues

The issue may not be within your house. Not all of the comcast infrastructure is perfect. Also if your speed keeps going up and down there could be a lack of bandwidth to support everyone's needs..
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Re: X1 Technical Issues

24 hours and no response? Thanks Comcast
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Re: X1 Technical Issues


@hertzb207 wrote:
24 hours and no response? Thanks Comcast

Don't hold your breath if you are waiting for a response from Comcast in these user-to-user forums.


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Re: X1 Technical Issues

Gotpizza - That is what I have been trying to tell Comcast.  I know I haven't been the only person in my neighborhood with similar problems.  And either the field technicians are clueless about neighborhood problems or have been advised not to talk about them, so that each customer is dealt with as if they are the only one with trouble.  Apparently it is cheaper for Comcast to deal with infrastructure issues with more level-1 customer support than to upgrade localized network infrastructure.

 

Its sad, but unless a problem is major I just don't have the time to call Comcast for every problem.  So I find an alternative for an hour or two and hope for the best.

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Re: X1 setup

I am having the same problems on the three boxes I am setting up.   The main one works fine but the message continues to show on the three other televisions that are hooked up with the new boxes.   Would love an answer as well.

I'm in the Portland metro area.

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New Poster

Re: X1 Technical Issues

New to X1, long time Comcast customer.  Same issue with DVR'd shows dropping after 5-25 minutes getting message stating " this show not currently available, try again later... Only happens on extra set top boxes, not the main one.  Is this widespread problem or related to the box itself?

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Re: X1 setup

I am having the same problems on the three boxes I am setting up. The main one works fine but the message continues to show on the three other televisions that are hooked up with the new boxes. Would love an answer as well.
I'm in the Portland metro area.
__________

Which message are you getting?

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Re: X1 setup

Waiting for software update...

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Re: X1 Technical Issues


@hwaldron2 wrote:

Gotpizza - That is what I have been trying to tell Comcast.  I know I haven't been the only person in my neighborhood with similar problems.  And either the field technicians are clueless about neighborhood problems or have been advised not to talk about them, so that each customer is dealt with as if they are the only one with trouble.  Apparently it is cheaper for Comcast to deal with infrastructure issues with more level-1 customer support than to upgrade localized network infrastructure.

 

Its sad, but unless a problem is major I just don't have the time to call Comcast for every problem.  So I find an alternative for an hour or two and hope for the best.

You have to understand that new infrastructure is not cheap to maintain, and improve. I suggest that the next time you get a visit, you ask for the field tech supervisors phone number. Maybe then you can get some clarity as what the long term plan is for improving the network you are on in your area. There could very well be an action plan by the construction dept to do some upgrading, if that is indeed the issue.
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Re: X1 Technical Issues


@hertzb207 wrote:

I have had service for a month with recurring unresolved issues. I have an X1 record anywhere box CC S/N pkkzngmtt Serial No. PAD2001129364. I also have a second box in another room. Problems are happening with both boxes. 

1. When watching tv i will randomly receive a msg that tells me to make sure my set top box is powered on 

2. My remote has a major delay when i push any button

3. Will receive a message saying "missing recordings?" After i unplug and plug in again the problem only temporarily resolves

4. My dvr recordings will only play the first few minutes of the program (again, this happens randomly but more often then not)

5. When i hit search on X1 box i am unable to access the manual type in with letters and numbers, my other box allows me to manually type in the search field

 

PLEASE HELP


Hello hertzb207.  I'm sorry to hear of your troubles!  I have pulled your set top and account information and sent them to the X1 team to triage.  As soon as we know more I'll let you know.  Thanks very much for your patience!


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Re: X1 Technical Issues


@hertzb207 wrote:

I have had service for a month with recurring unresolved issues. I have an X1 record anywhere box CC S/N pkkzngmtt Serial No. PAD2001129364. I also have a second box in another room. Problems are happening with both boxes. 

1. When watching tv i will randomly receive a msg that tells me to make sure my set top box is powered on 

2. My remote has a major delay when i push any button

3. Will receive a message saying "missing recordings?" After i unplug and plug in again the problem only temporarily resolves

4. My dvr recordings will only play the first few minutes of the program (again, this happens randomly but more often then not)

5. When i hit search on X1 box i am unable to access the manual type in with letters and numbers, my other box allows me to manually type in the search field

 

PLEASE HELP


hertzb207, I also just noticed that you have an XB3 gateway in your house for internet access.  I just disabled the MoCA interface in that unit as it could be causing some of your issues with DVR services and missing recordings.  As for your remote delays, are you seeing this on your DVR or smaller RNG150 box?  Thanks, Neal


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Re: X1 Technical Issues

We have had problems ever since we got X1.

A tech came out, said there was shielding loose inside one of the coaxial cable connectors. He removed it, checked signal level and all was fine.

Once since the box started giving the usual can't connect to X1 platform  the XRE-00051 and XDK03032 errors etc.

Today it happened again, but now on 2 of 3 TV's using the X1 platform.

We have a lot of TV's (7 in use out of 10 connections). The original installation tech added a powered Antronix amp and said that was enough for the entire house.

 

The second tech who fixed the issue (for the most part) with the great room X1 box (shielding found in coaxial connnector and removed) said the (internet) signal levels were fine. when I asked, He checked it from the problem TV (in the great room).

 

Since then the great room cable box X1 platform has been working well most of the time. We had one other issue prior to today.

 

Tech tidbits:

Upstream was 44 db or so. (note at cable modem it is 49 / 50 ish which is borderline, although our internet is working well, only our TV service is experiencing issues, no doubt the signals are too weak for the X1 platform - the original installation tech unbeknownst to us - found out hours after the install when we finally had a chance to sit down - that he had swapped the troublesome X1 box out for a standard HD box, which incidentally never had issues - no doubt since it is more forgiving when it comes to the signal strength and signal quality required).

 

 

The temperature right now is about 15 degrees Fahrenheit at the moment, if it matters.

.

 

 

 

 

ComcastNeal can you please remotely check the signals on our 3 X1 boxes please?

 

Also we have 3 X1 boxes, whereas the My Account screen shows a 4th X1 box at the moment and does not show the 4 HD digital adapters .that we have for the other 4 sets.

The Android app is not showing any of my boxes or adapters at the moment.

Is there an issue with the local or regional Comcast servers?

 

The master bedroom X1 box has always been perfect.

This to me signifies that we still have signal level issues in the house despite the most recent tech visit.

 

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Re: X1 Technical Issues

As soon as I get to the office I'll take a look. Any chance you can send the model number of the amp you're using now? It will be very helpful. Thanks, Neal

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Re: X1 Technical Issues

Hertzb207 was your experience better last night after I made changes?

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Re: X1 Technical Issues

error code rdk-03007 I just paid my bill internet and phone are working how do i get my set top box active again

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Re: X1 Technical Issues


@zenobiabutler28 wrote:

error code rdk-03007 I just paid my bill internet and phone are working how do i get my set top box active again


I called 1-800-comcast and asked for tecnical support.  Told them what my code was and got back up in a few minutes.


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Re: X1 Technical Issues

Have the same issues but have been told to just keep resetting box.  When I asked how often that should be done, I was told "as often as it needed"  Thanks a lot.,  And of course it always happens when wanting to start watching something,  Then the guide doesn't come up.  Can't change channels, possibly a portion of the guide comes up, but doesn't help.  Audio goes out.  Being told there are no problems in the area, oh there is an outage in your area after being on the phone for an hour.  Really tired of it.

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Re: X1 Technical Issues


@ComcastNeal wrote:
As soon as I get to the office I'll take a look. Any chance you can send the model number of the amp you're using now? It will be very helpful. Thanks, Neal

Thanks Neal.

I had originally posted in another thread (relatively new customer) before finding this 'technical issues' thread.

 

I was able to get it resolved with a Commscope 8 + 1 port amp.

http://forums.comcast.com/t5/X1/SOLVED-amp-X1-not-working-on-2-of-3-HD-boxes-Signal-level-check/td-p...

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Re: X1 Technical Issues

I signed up for X! about two months ago.  I have a DVR anywhere box that works great.  The problem is with the Second Jerrod 150 box that I have upstairs. 

 

Two weeks ago I turned it on and the box read "Welcome to Xfinity X1, Loading will take a few minutes." Twenty minutes later still no picture.  I called tech support and after running me through fifteen minutes of the stuff I already did, they had me do a cold reboot.  The screen now read "V 1.43 Pace PR150BNM syscoder loader.  The ATSB needs to download new software.  This could take a few minutes..." 

 

Even the on phone tech support couldn't get it to work until he wiped the whole box and reloaded the old code.  It worked great for two weeks...

 

Last night at 2245, I turned the TV on again to go through the same experience, same message.  After twenty minutes I called tech support.  After 45 more minutes, according to the on phone support, they couldn't get the box to acknowledge them and said I had to wait for level 2 support to call me.  They specified that I would be called between 0900 and 1200 today.  This morning, same "Blue Screen of Death,"  but no call from Level 2 Support.  After waiting until 1210, I call them, sat on hold for 40 minutes, and was told there was "no record of my call last night," but they could not get it tthe set top box to work either. 

 

So far, I have spent five hours either on the phone or waiting for tech support they scheduled, but their solution was to send a technician out in two days during the day (Gee, I work for a living but what the heck).    When I complained I was told "We have 20,000,000 customers, we can't do everything when you want it done.".  Not really what I wanted to hear since it seemed to indicate a belief of "Tough it out, there is nothing you can do about it and you have to pay us anyway."

 

Question 1, Is there an easier solution that can be applied?  I do not want to go through this every two weeks. 

Question 2, Is this an inherent fault in all Jerrold PR150 boxes or is it limited to mine? 

Question 3, Why can't I find the documents for the Jerrold box on the Xfinity website.   

 

 

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Re: X1 Technical Issues

Question 1, Is there an easier solution that can be applied? I do not want to go through this every two weeks.
Question 2, Is this an inherent fault in all Jerrold PR150 boxes or is it limited to mine?
Question 3, Why can't I find the documents for the Jerrold box on the Xfinity website.
_______________
1. Get it swapped out
2. No but it happens
3. I'm not sure where you get "Jerrold" from, it's a pace rng 150

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Re: X1 Technical Issues

Question 1.  Wish someone had figured that out two weeks ago or even last night. It would have saved a lot of aggravation

Question 2.  If it's happened, how come no one on the XFinity phone service was ever aware of any probelm with the unit.

Question 3.  I don't make it up.  The equipment list that comes on when I log in to my account specifically identifies the unit as "JERROLD/GI PR150BNM"

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Re: X1 Technical Issues


@KBond52 wrote:

I signed up for X! about two months ago.  I have a DVR anywhere box that works great.  The problem is with the Second Jerrod 150 box that I have upstairs. 

 

Two weeks ago I turned it on and the box read "Welcome to Xfinity X1, Loading will take a few minutes." Twenty minutes later still no picture.  I called tech support and after running me through fifteen minutes of the stuff I already did, they had me do a cold reboot.  The screen now read "V 1.43 Pace PR150BNM syscoder loader.  The ATSB needs to download new software.  This could take a few minutes..." 

 

Even the on phone tech support couldn't get it to work until he wiped the whole box and reloaded the old code.  It worked great for two weeks...

 

Last night at 2245, I turned the TV on again to go through the same experience, same message.  After twenty minutes I called tech support.  After 45 more minutes, according to the on phone support, they couldn't get the box to acknowledge them and said I had to wait for level 2 support to call me.  They specified that I would be called between 0900 and 1200 today.  This morning, same "Blue Screen of Death,"  but no call from Level 2 Support.  After waiting until 1210, I call them, sat on hold for 40 minutes, and was told there was "no record of my call last night," but they could not get it tthe set top box to work either. 

 

So far, I have spent five hours either on the phone or waiting for tech support they scheduled, but their solution was to send a technician out in two days during the day (Gee, I work for a living but what the heck).    When I complained I was told "We have 20,000,000 customers, we can't do everything when you want it done.".  Not really what I wanted to hear since it seemed to indicate a belief of "Tough it out, there is nothing you can do about it and you have to pay us anyway."

 

Question 1, Is there an easier solution that can be applied?  I do not want to go through this every two weeks. 

Question 2, Is this an inherent fault in all Jerrold PR150 boxes or is it limited to mine? 

Question 3, Why can't I find the documents for the Jerrold box on the Xfinity website.   

 

 


Hi KBond52.  I'm very sorry to hear that your box has entered what we call "ABL Mode."  I'm pushing the latest firmware build to it right now.  It should reboot within the hour and begin to work again as normal.  As for the "Jerrold" issue, sometime boxes are put into inventory and mislabled.  I'll work to get this fixed for you and have it labeled as a Pace box.  Sorry for the confusion!  Also, I'd be happy to help setup a time for a tech visit for you if you'd like to swap the RNG150 box out for a new one.  Please let me know your availablity this week and I'll get something setup for you!  Thanks very much for your patience!


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X1 Audio dropouts

Are there any issues with our boxes because occasionally we'll have sound dropouts and we're blind so aren't sure if video drops out at the same time or not. Have we been having signal issues or anything lately?
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Re: X1 Audio dropouts

 


@Jdawg1 wrote:
Are there any issues with our boxes because occasionally we'll have sound dropouts and we're blind so aren't sure if video drops out at the same time or not. Have we been having signal issues or anything lately?

Hi Jdawg1.  Your boxes all look healthy.  Which box are you having this issue with?  I see you have one DVR and one non-DVR box.  Thanks, Neal


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Re: X1 Audio dropouts

The Dvr mostly, also is the non dvr an any-room dvr? It was supposed to be
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Re: X1 Audio dropouts


@Jdawg1 wrote:
The Dvr mostly, also is the non dvr an any-room dvr? It was supposed to be

Yes it is.  It can access the saved assets stored on the DVR (called an XG1) in your house.  Are you using the voice guidance feature on your XG1 box to navigate the guide?


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Re: X1 Audio dropouts

I am. When i go to recordings on the non-dvr box, i get no recordings, it's like i never pressed the option cause when I right arrow i get scheduled.
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Re: X1 Audio dropouts


@Jdawg1 wrote:
I am. When i go to recordings on the non-dvr box, i get no recordings, it's like i never pressed the option cause when I right arrow i get scheduled.

Ok.  I suspect your audio issues might be related to the voice guidance.  I've submitted that portion to our accesibility team to review.  As for your DVR content issue, I see problems with your MoCA network in the home.  This needs to be resolved to access these recordings properly.  Can I help you setup a tech visit?  When might be the best time for you?


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Re: X1 Audio dropouts

It's not voice guidance relayed as it does it when the voice guidance is off. What is moCA,?
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Re: X1 Audio dropouts


@Jdawg1 wrote:
It's not voice guidance relayed as it does it when the voice guidance is off. What is moCA,?

MoCA is the technology used to create a network inside your home using the coax cable.  That coax allows us to "stream" the video from your DVR to the RNG150 box in your bedroom.  Without it functioning properly your boxes cannot connect to share this content.  A bad splitter or filter inline can cause issues.  A tech can quickly triage this for you.  Just let me know if I can help setup a time.  I've already let the local team near you know there is an issue we need to work through.


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Re: X1 Audio dropouts

If there are issues having to do with signals being weak, which could be the reason for the audio dropouts, would we have to pay to get new wiring or would that be comcasts job to fix it? Cause when I rewind the dvr at the point where I heard the audio drop, there's either no drop, or it is very minimum compared to what it was when i was watching live tv.
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Re: X1 Audio dropouts

You will not be charged for a visit.  I will ensure that.


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Re: X1 Audio dropouts

Also for what it's worth, this is not a signal issue.  Your levels all look great.


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Recorded shows on X1 DVR pixelated when playing back

For the past couple of weeks when I watch a show I've recorded I am getting a lot of pixelating. Two shows were so bad that I couldn't watch them. Many shows were hard to track due to so many choppy sections. What can I do to address this? I hate to keep recording shows that are often unwatchable. Sometimes it freezes and I cannot get it to move on or go back.
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Re: Recorded shows on X1 DVR pixelated when playing back

Only recordings Michelle? Not live TV or On Demand?

I am assuming you aren't talking about a Companion box.

Other than suggesting you unplug and reboot the box (which has been known to fix these things), your X1 box may have a failing hard drive or failing memory. Regardless I do not think this will fix itself and you are gonna end up calling the X1 help line.


@dogmadre wrote:
For the past couple of weeks when I watch a show I've recorded I am getting a lot of pixelating. Two shows were so bad that I couldn't watch them. Many shows were hard to track due to so many choppy sections. What can I do to address this? I hate to keep recording shows that are often unwatchable. Sometimes it freezes and I cannot get it to move on or go back.