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X1 Technical Issues

Diamond Problem Solver

Re: X1 Technical Issues


@jrobie1121 wrote:

I can't remove splitters, theres three apartments, so the one in the basement has to be there. In my apartment I have a 3 way splitter off the wall - 1 to cable box, 1 to cable modem, 1 to bedroom in TV. Those numbers are with the splitter installed. I haven't tried to do it straight from the wall to cable box.

 

How much does it cost for the X1 tech to come out and do that service?


The best solution would be to have a no loss amp installed in the basement ( gaining 7 db in the process) feeding all 3 units. If you have the Service Protection plan there is no charge for a service call. 


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Re: X1 Technical Issues

Is that something I can call to schedule? Should I tell them I was told to request a tech from the forums from you?

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Re: X1 Technical Issues


@jrobie1121 wrote:

Is that something I can call to schedule? Should I tell them I was told to request a tech from the forums from you?


Yes, you can call to schedule this and also reference the interaction between ComcastAndrew when you call.   X1 helpline is 877-896-8678 or 888-739-1379


The Support Forums are "public" forums and you should not post identifiable information - (full name, account number, address, phone numbers & email addresses).  Users of these forums are Comcast customers, the same as you & me and volunteer their time to assist with the issues and/or problems that you may be experiencing. Comcast Official Employees (OE) are identified with RED lettered User Names. Comcast Appointed Experts are identified with GREEN lettered User Names.



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Re: X1 Technical Issues

so I checked everything again this morning and I discovered some pretty big variances compared to last night:

 

when I indicate "from wall" it includes a 3 way splitter in the basement as there are 3 apartments in the house >> Antronix Splitter - -7.5, -7.5, & -3.5 (my source is plugged into a -7.5 output)

 

arrangement #1: (see note below regarding this arrangement last night)

 

from wall, across living room floor directly into cable box - 15' coax: 

Downstream Center Freq: 697750000 hZ

Downstream Rec'd Power: -3.6 dBmV

Downstream SNR: 40.3 TenthdB

Upstream Center Freq: 30100000 hZ

Upstream Power: 46.0 TenthdBmV

 

arrangement #2: 

 

from wall, coax cable routed inside door casings and behind wall/radiator - no sharp 90* bends, I made everything long and sweeping - 50' coax directly into cable box: 

Downstream Center Freq: 697750000 hZ

Downstream Rec'd Power: -5.8 dBmV

Downstream SNR: 39.3 TenthdB

Upstream Power: 46.0 TenthdBmV

Upstream Center Freq: 30100000 hZ

 

arrangement #3:  this is ideally what I need****

 

from wall, same coax cable from above - into 3 way Extreme Splitter, -5.5 on all ouputs - 1 output DVR cable box, 1 output to cable modem, 1 output to bedroom cable box (not DVR): 

Downstream Center Freq: 697750000 hZ

Downstream Rec'd Power: -10.8 dBmV

Downstream SNR: 38.1 TenthdB

Upstream Power: 51.0 TenthdBmV

Upstream Center Freq: 30100000 hZ

 

what's confusing me is last night, with the cable right from the wall, 15' long directly into cable box I was getting these numbers w/o splitters after the wall:

 

 

Downstream Rec'd Power: -12.9 dBmV

Downstream SNR: 36.7 TenthdB

Upstream Power: 51.5 TenthdBmV

Upstream Center Freq: 30100000 hZ

 

 

does time of day affect the signal strength or other people in the apartment are using it? the uppermost 3 sets of data were done at 6:30am this morning - I assume the usage would be less compared to 10pm last night.

Diamond Problem Solver

Re: X1 Technical Issues


@jrobie1121 wrote:

so I checked everything again this morning and I discovered some pretty big variances compared to last night:

 

when I indicate "from wall" it includes a 3 way splitter in the basement as there are 3 apartments in the house >> Antronix Splitter - -7.5, -7.5, & -3.5 (my source is plugged into a -7.5 output)

 

arrangement #1: (see note below regarding this arrangement last night)

 

from wall, across living room floor directly into cable box - 15' coax: 

Downstream Center Freq: 697750000 hZ

Downstream Rec'd Power: -3.6 dBmV

Downstream SNR: 40.3 TenthdB

Upstream Center Freq: 30100000 hZ

Upstream Power: 46.0 TenthdBmV

 

arrangement #2: 

 

from wall, coax cable routed inside door casings and behind wall/radiator - no sharp 90* bends, I made everything long and sweeping - 50' coax directly into cable box: 

Downstream Center Freq: 697750000 hZ

Downstream Rec'd Power: -5.8 dBmV

Downstream SNR: 39.3 TenthdB

Upstream Power: 46.0 TenthdBmV

Upstream Center Freq: 30100000 hZ

 

arrangement #3:  this is ideally what I need****

 

from wall, same coax cable from above - into 3 way Extreme Splitter, -5.5 on all ouputs - 1 output DVR cable box, 1 output to cable modem, 1 output to bedroom cable box (not DVR): 

Downstream Center Freq: 697750000 hZ

Downstream Rec'd Power: -10.8 dBmV

Downstream SNR: 38.1 TenthdB

Upstream Power: 51.0 TenthdBmV

Upstream Center Freq: 30100000 hZ

 

what's confusing me is last night, with the cable right from the wall, 15' long directly into cable box I was getting these numbers w/o splitters after the wall:

 

 

Downstream Rec'd Power: -12.9 dBmV

Downstream SNR: 36.7 TenthdB

Upstream Power: 51.5 TenthdBmV

Upstream Center Freq: 30100000 hZ

 

 

does time of day affect the signal strength or other people in the apartment are using it? the uppermost 3 sets of data were done at 6:30am this morning - I assume the usage would be less compared to 10pm last night.


Not only does weather affect cable signal but you also have to factor in loss of signal levels over distance of cable.

 

The account that's associated with the username that you logged in with has 5 pieces of equipment ( 4 boxes and 1 modem), is that correct?


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Re: X1 Technical Issues


@CCAndrew wrote:


Not only does weather affect cable signal but you also have to factor in loss of signal levels over distance of cable.

 

The account that's associated with the username that you logged in with has 5 pieces of equipment ( 4 boxes and 1 modem), is that correct?


 

 

no, that is my username on my parents account, I've had for the past 10 years or so, when I was living with them, it's my primary email address so that's what I'm typically logged into Comcast with. the account in question is under my apartment username - jrobie1121.

 

on the jrobie1121 account I have:

 

two cable boxes (1-dvr), and a cable modem - 1 box (non-dvr) isn't hooked up yet as the TV is still broken. 

Diamond Problem Solver

Re: X1 Technical Issues


@jrobie1121 wrote:

@CCAndrew wrote:


Not only does weather affect cable signal but you also have to factor in loss of signal levels over distance of cable.

 

The account that's associated with the username that you logged in with has 5 pieces of equipment ( 4 boxes and 1 modem), is that correct?


 

 

no, that is my username on my parents account, I've had for the past 10 years or so, when I was living with them, it's my primary email address so that's what I'm typically logged into Comcast with. the account in question is under my apartment username - jrobie1121.

 

on the jrobie1121 account I have:

 

two cable boxes (1-dvr), and a cable modem - 1 box (non-dvr) isn't hooked up yet as the TV is still broken. 


I see the same signal levels that you originally posted ( your modem's levels are just as bad). Once you get that amp installed, you should see an a improvement. Also, make sure the tech has Moca filters installed on each port of the amp, right now your DVR is communicating with one of your neighbor's DVRs ( they shouldn't be).


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Re: X1 Technical Issues


@CCAndrew wrote:


I see the same signal levels that you originally posted ( your modem's levels are just as bad). Once you get that amp installed, you should see an a improvement. Also, make sure the tech has Moca filters installed on each port of the amp, right now your DVR is communicating with one of your neighbor's DVRs ( they shouldn't be).


Andrew, I sent you a private message. Thanks

Most Valued Poster

Re: Upcoming X1 Updates


@Rustyben wrote:

@2themax wrote:
I received 1.63.03 over the weekend. Nothing obviously new to report though.

the message you get after you delete an asset changed. the ghost listing still happens 'unless' you exit recordings list and hit xfinity button to show recordings again (then the list refreshes and the ghost goes away).

 

I did not see anything else so far that is different.


Yeah, I noticed that message change.  Wow, that was worth spending time on, while the rest of the DVR platform still doesn't work as it's supposed to.

 

Another new thing that's happening me, when switching back and forth between 2 recordings, maybe a third of the time the recording will start playing at a different spot than where I last left off (seems to be about where I left off the time before, or a couple times has been back at the beginning).  So then I have to ff up to where I really should be...

 

I'm wondering if the programmers are getting some royalty based on number of button presses?

 

Sadly, I actually had to switch hands due to a sore hand/thumb/rsi.

Expert

Re: Upcoming X1 Updates


@tctc wrote:

@Rustyben wrote:

@2themax wrote:
I received 1.63.03 over the weekend. Nothing obviously new to report though.

the message you get after you delete an asset changed. the ghost listing still happens 'unless' you exit recordings list and hit xfinity button to show recordings again (then the list refreshes and the ghost goes away).

 

I did not see anything else so far that is different.


Yeah, I noticed that message change.  Wow, that was worth spending time on, while the rest of the DVR platform still doesn't work as it's supposed to.

 

Another new thing that's happening me, when switching back and forth between 2 recordings, maybe a third of the time the recording will start playing at a different spot than where I last left off (seems to be about where I left off the time before, or a couple times has been back at the beginning).  So then I have to ff up to where I really should be...

 

I'm wondering if the programmers are getting some royalty based on number of button presses?

 

Sadly, I actually had to switch hands due to a sore hand/thumb/rsi.


 i found a bug or new feature that is weird, might be last related or something 'new'. 

 

start a recording so it is playing, while playing select a different recording to play. when it has started playing hit exit. instead of returning to live TV the previous recording starts again. Took me a while to figure out what was happening. can you try that and verify it does same for you?



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Expert

Re: Upcoming X1 Updates


@Rustyben wrote:


 i found a bug or new feature that is weird, might be last related or something 'new'. 

 

start a recording so it is playing, while playing select a different recording to play. when it has started playing hit exit. instead of returning to live TV the previous recording starts again. Took me a while to figure out what was happening. can you try that and verify it does same for you?


Rusty,

 

I just got 163.03 snd tried to replicate what you reported and was unable to do this.  when I hit exit on the 2nd playing reocrding it goes to live tv.....


The Support Forums are "public" forums and you should not post identifiable information - (full name, account number, address, phone numbers & email addresses).  Users of these forums are Comcast customers, the same as you & me and volunteer their time to assist with the issues and/or problems that you may be experiencing. Comcast Official Employees (OE) are identified with RED lettered User Names. Comcast Appointed Experts are identified with GREEN lettered User Names.



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Most Valued Poster

Re: Upcoming X1 Updates


@geek46 wrote:

@Rustyben wrote:


 i found a bug or new feature that is weird, might be last related or something 'new'. 

 

start a recording so it is playing, while playing select a different recording to play. when it has started playing hit exit. instead of returning to live TV the previous recording starts again. Took me a while to figure out what was happening. can you try that and verify it does same for you?


Rusty,

 

I just got 163.03 snd tried to replicate what you reported and was unable to do this.  when I hit exit on the 2nd playing reocrding it goes to live tv.....


The Support Forums are "public" forums and you should not post identifiable information - (full name, account number, address, phone numbers & email addresses).  Users of these forums are Comcast customers, the same as you & me and volunteer their time to assist with the issues and/or problems that you may be experiencing. Comcast Official Employees (OE) are identified with RED lettered User Names. Comcast Appointed Experts are identified with GREEN lettered User Names.


I was going back and forth between 2 recordings using "Last", exit would take me to live (most of the time, not always).  Doesn't matter though, the same thing happened to me several times last night when I was just going between live and a single recording, the recording would start back up at a different spot than when I left off and I'd have to ff to get back to where I actually last exited.

(Possibly related to auto-extend, which I recently started trying again.)

 

Another bug... for some reason when you exit a recording that has been extended (auto or other) you get the "looks like you finished watching, do you want to delete" message, even if you are nowhere near the end of the recording.

 

Also, is there a way to get the notification about the sports app to stop popping up?  It seems to pop up in the corner almost every time I tune to a channel with a sport, and then I have to exit to dismiss it, or other button presses are ignored. It would have been good UI to show that message exactly 1 time, the very first time, I now know about the app and don't need that message on my screen ever again.

Most Valued Poster

Re: Upcoming X1 Updates

I was going back and forth between 2 recordings using "Last", exit would take me to live (most of the time, not always).  Doesn't matter though, the same thing happened to me several times last night when I was just going between live and a single recording, the recording would start back up at a different spot than when I left off and I'd have to ff to get back to where I actually last exited.

(Possibly related to auto-extend, which I recently started trying again.)

 

 

=====

Yep this is happening to us as well and its very frustrating. We were not using auto extend.

Regular Contributor

Re: Upcoming X1 Updates


@tctc wrote:

I was going back and forth between 2 recordings using "Last", exit would take me to live (most of the time, not always).  Doesn't matter though, the same thing happened to me several times last night when I was just going between live and a single recording, the recording would start back up at a different spot than when I left off and I'd have to ff to get back to where I actually last exited.

 


You mention having to FF when it happens. I'm sure you know this, but just in case, you can Page Up to skip a full 5 (or maybe it's 10) minutes at a time, to at least get you back to where you left off faster (depending on how far into the recording you were). Not a fix for the bug, but maybe can help in the meantime.

Expert

Re: Upcoming X1 Updates


@geek46 wrote:

@Rustyben wrote:


 i found a bug or new feature that is weird, might be last related or something 'new'. 

 

start a recording so it is playing, while playing select a different recording to play. when it has started playing hit exit. instead of returning to live TV the previous recording starts again. Took me a while to figure out what was happening. can you try that and verify it does same for you?


Rusty,

 

I just got 163.03 snd tried to replicate what you reported and was unable to do this.  when I hit exit on the 2nd playing reocrding it goes to live tv.....


The Support Forums are "public" forums and you should not post identifiable information - (full name, account number, address, phone numbers & email addresses).  Users of these forums are Comcast customers, the same as you & me and volunteer their time to assist with the issues and/or problems that you may be experiencing. Comcast Official Employees (OE) are identified with RED lettered User Names. Comcast Appointed Experts are identified with GREEN lettered User Names.


I tried same procedure this morning (no changes in xre/fw) and issue did not happen either. myabe it was a server issue now resolved.



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Re: X1 Technical Issues

I feel your pain. Your not alone. Keep on them. As shall the rest of us. If no resolution. Ask for refund. It's in your contract, and their commitment to you. 

Expert
Moved:

Re: X1 Technical Issues

Duplicate Post Removed. Only 1 Post is needed in a Forum for an issue, regardless of the Topic.

Expert

Re: X1 Technical Issues

with 1.64.01 (5/3) and 2.3p6s5 still have the same issue at random after deleting a recording after watching it where a 'ghost' entry appears but hitting "OK" on the line gives you an error screen.



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Has my X1 box gone bad?

Have had what appeared to be signal issues lately.  Had a tech out who checked everything, and while he had said that my signal wass 'perfect,' he was still unable to get channels to tune in properly.

 

Let me backtrack a tad.  

 

I had noticed that when I wake up, or when I came home from work, the TV was tuned to a different channel (I ALWAYS leave my box on, and it is almost always tuned to ABCHD), or was on the screen saver screen that pops up when paused for a time. I did not really pay this too much attention until it started happening more frequently, and then finally I was unable to tune in channels, or when I was able to tune them in, they were unwatchable.

 

Hence my service visit.  He was going to replace my box, but then decided to run a new line from an outside connector into my Apt. Once he did that, all seemed to work perfectly.  Or so I thought.

 

Next morning I wake to a garbled screen, so I did a system refresh.  All seemed fine after that until I cam home from work the next afternoon. Screen saver was on, but I was able to retune to a channel, and all seemed fine again until this morning.  Screen saver on, did a system refresh, still not able to tune any channel.  

 

I do get a couple of error messages when it fails to tune the channels:  XRE-03056, and then XRE-00021.  While this consistantly LOOKS like a signal problem, I am under the impression that there is more of an issue here.  

 

I know how to get to the system diagnostic screen, but don't know what to look for.  If someone here has any advice as to what I can do short of trading in my box.  My DVR is up near 90 percent, so I would prefer to pare that down before I have to give it up.

Diamond Problem Solver

Re: Has my X1 box gone bad?

You're having issues with the actual frequency that ABCHD is coming in on. It could be the box itself having trouble tuning to it or an outside issue. I would have another tech out to verify either way

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Re: Has my X1 box gone bad?

Thanks for the quick reply, however, if it were only ABC that was giving me trouble I would agree, however, once 'the issue' arises, I am unable to tune anything in.  I try ABC SD, Weatherscan, CBS SD, etc..  Nothing will tune in (at least this morning before I left for work...I am hopeful things will have improved by the time I get home).  I actually believe that I woke up to ABC SD, but it was unwatchable (heavily pixelated beyond recognition), and then attempted my troubleshooting.  

 

I would have called and worked with someone, but seeing as It was before work, I do have a very limited time frame available.

 

I also find it interesting that when I go to sleep, all is fine, but when I wake up, that is not usually the case lately.  I do blame the nightly refresh, however, I am aware it may not be the case...

Contributor

Re: Has my X1 box gone bad?

Well, got home and nothing was any better.  Called support and after reinitializing, updating, and rebooting a few times, all came back fine.  Unfortunately, I fear that this is only temporary, but we will see...I have been 'fixed' before.

Regular Contributor

Re: Has my X1 box gone bad?

Was it a contractor or an employee? I heard contractors get paid by the job. I had one out recently who also claimed everything was perfect meanwhile someone in corporate is emailing me begging me to get a tech out due to the signal issues they can see on their end.

Contributor

Re: Has my X1 box gone bad?

I do believe that it was an employee who came by on Saturday.  

 

So far so good...woke up to a working TV.  Let's hope it is fine when I get home...

Contributor

Re: Has my X1 box gone bad?

Well, can't say I am surprised.  Woke up to the X1 box tuned to ABC SD, so tried to tune in an HD channel....unwatchable.  Will forego troubleshooting for now since I again need to go to work, but will once again try support when I get home this evening....

 

I did find a couple new error messages when trying to tune things in.  I got an XRE 03062 when trying to tune an HD channel in (CBS HD and CW HD).  I tried to watch an on-demand HD show, and got XRE-22 SRM-8101.

 

i still ill have not had anyone answer my question,,,maybe my box has gone bad?  Will I lose my shows I have saved if I get a new one?  I already know that I will have to redo my series recordings, but what else can I do?

Problem Solver

Re: Has my X1 box gone bad?

I can't answer if your box is bad, but if you swap your box (assuming it is a DVR) you will lose all your recordings.  If you had Cloud DVR turned on for your account, anything recorded to the Cloud DVR will still be available to you after the swap, but only on a smart device and PC.  You will NOT have to redo any scheduled recordings, they will transfer to your new DVR.

Contributor

Re: Has my X1 box gone bad?

Well that is interesting.  The tech who got me running the other night told me that I would need to redo all my series recordings.  I guess I will see.  as for my recordings, I am able to access recordings remotely, and I do feel good about some of them being in the cloud.  I just am not sure how many of my recordings will be retained in the cloud.  I was always under the impression that it wasn't everything.

Diamond Problem Solver

Re: Has my X1 box gone bad?


i still ill have not had anyone answer my question,,,maybe my box has gone bad? Will I lose my shows I have saved if I get a new one? I already know that I will have to redo my series recordings, but what else can I do?
__________

Actually answered that in message #2. There's a possibility it could be a bad box and it could be a possibility of frequency issues. Only an onsite tech will be able to truly diagnose one way or another.

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Re: Has my X1 box gone bad?

Sorry Andrew, I had focused on your frequency theory, and did not give proper notice to that part.  Seeing as I did have a tech out who was originally going to swap out my box before it magically started to work after he ran a new piece of cable, I will defer to his original diagnosis, and swap my box out this week.  I was just hoping for some other solution from here, or someone who knows the diagnostic screen to give me something to look for there that could confirm or refine the diagnosis.

 

i will also be calling support tonight to see if we can get me up and running....again.

 

 

Gold Problem Solver

Re: Has my X1 box gone bad?

I think what Andrew is trying to tell you is it is highly unlikely you will get this fixed remotely or over the phone.

A vast majority of X1 problems require an on-site tech to resolve.
Problem Solver

Re: Has my X1 box gone bad?

I swapped out my DVR about a month ago.  All my series and one time scheduled recordings transferred to my new DVR within a few minutes after I connected the new one.  Sometimes you have to go into the menu and select "Sync DVR", but they will transfer over.  All my recordings that were on the physical DVR and on the Cloud DVR stayed on the Cloud DVR after the swap. Recordings will only stay on the Cloud DVR for 1 year only if you select that as a save option per recording.  My only issue with my swap was they gave me a broken box to begin with, and I had to go right back and get another one.  Not good quality control at the store.

 

If the last tech told you the box might be going bad, why don't you save yourself a tech visit and exchange your DVR at an Xfinity store.  If it turns out that wasn't the issue, then I would agree you would need a tech visit again, but the cost will be lost recordings on the physical DVR.  If it turns out the new box works, then you save yourself the time of waiting for Comcast to come.

 


@B_J_L wrote:

Well that is interesting.  The tech who got me running the other night told me that I would need to redo all my series recordings.  I guess I will see.  as for my recordings, I am able to access recordings remotely, and I do feel good about some of them being in the cloud.  I just am not sure how many of my recordings will be retained in the cloud.  I was always under the impression that it wasn't everything.

Contributor

Re: Has my X1 box gone bad?


If the last tech told you the box might be going bad, why don't you save yourself a tech visit and exchange your DVR at an Xfinity store.  If it turns out that wasn't the issue, then I would agree you would need a tech visit again, but the cost will be lost recordings on the physical DVR.  If it turns out the new box works, then you save yourself the time of waiting for Comcast to come..


 

 

This is exactly where I am at the moment.  Already had a tech out who was going to swap out my box, and have the same problem recurring, so next step is to do a box swap. 

 

It seems that my box's functionality deteriorates over time.  First my HD picture degrades, then I am unable to tune in my HD channels, but SD still comes in.  Then over time my SD picture goes the same route until I am unable to tune anything in.

 

As I mentioned above, I will contact Support again tonight to see if they can resurrect my box for the time being, and then I will exchange my box at Comcast as soon as I am able to get there (probably not until Wednesday).

 

 

Expert

Re: Has my X1 box gone bad?


@B_J_L wrote:

Well, can't say I am surprised.  Woke up to the X1 box tuned to ABC SD, so tried to tune in an HD channel....unwatchable.  Will forego troubleshooting for now since I again need to go to work, but will once again try support when I get home this evening....

 

I did find a couple new error messages when trying to tune things in.  I got an XRE 03062 when trying to tune an HD channel in (CBS HD and CW HD).  I tried to watch an on-demand HD show, and got XRE-22 SRM-8101.

 

i still ill have not had anyone answer my question,,,maybe my box has gone bad?  Will I lose my shows I have saved if I get a new one?  I already know that I will have to redo my series recordings, but what else can I do?


i thougth the 03062 is a MoCA fail to communicate problem. did you ask the phone tech about that so the levels of MoCA could be checked? 877-896-8678



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Contributor

Re: Has my X1 box gone bad?


@Rustyben wrote:

@B_J_L wrote:

Well, can't say I am surprised.  Woke up to the X1 box tuned to ABC SD, so tried to tune in an HD channel....unwatchable.  Will forego troubleshooting for now since I again need to go to work, but will once again try support when I get home this evening....

 

I did find a couple new error messages when trying to tune things in.  I got an XRE 03062 when trying to tune an HD channel in (CBS HD and CW HD).  I tried to watch an on-demand HD show, and got XRE-22 SRM-8101.

 

i still ill have not had anyone answer my question,,,maybe my box has gone bad?  Will I lose my shows I have saved if I get a new one?  I already know that I will have to redo my series recordings, but what else can I do?


i thougth the 03062 is a MoCA fail to communicate problem. did you ask the phone tech about that so the levels of MoCA could be checked? 877-896-8678


03062 was new as of today, and I have not yet spoken to support tonight.  I came home to garbled HD (it WAS able to tune in the HD channel, it was just unwatchable).  The SD channels seem to work, so I will watch SD for now.  i just had a rough day and would rather not deal with troubleshooting unless I have to for now.

Contributor

Re: Has my X1 box gone bad?

Woke up to garbage on my screen and error messages again.  Got new new error code though:XRE-03059.  Called support but this time she was no help.  she tried sending a couple of signals, but it did not help.  She did not spend much time before suggesting a tech visit, so I don't think she did everything the previous woman from Denver did (this tech said that she could damage the box by sending more signals).

 

interestingly, per my last update I was able to watch SD last night, but later I was even able to watch HD channels.  When I went to sleep, all seemed like it was fine, and to my knowledge, noting was done to work the problem all day...it just magically improved to the point all was well. Then woke up to the same old story.

 

i see 2 possibilities here: my box has indeed gone bad (but is it bad in such a way that it will work fine on its own after not working); or there is some sort of other device upstream that is intermittently sending me degraded signals ( this all seemed to start may 11 after some sort of outage...everything including Internet was out, but then was restored within a couple hours).

 

i still plan on exchanging my box on Wednesday.

Gold Problem Solver

Re: Has my X1 box gone bad?

You have signal issues to that particular X1 box.

Nuff said.


Contributor

Re: X1 Technical Issues

I have a new tv being installed today and will be switching my Pace XG1 box from component to hdmi input. I notice that there are two hdmi ports on the back of the box (lined up next to each other as hdmi 1 and hdmi 2). I have been unable to find a manual or diagram indicating whether both or only one are active and if there is a preference for which one to use. I will have an installer here who will not want to fool around with this, so any info is much appreciated. Also is there any manual for this model of cable box?

 

Make & Model: PC px001anm

Serial Number: PAPV00969919

Gold Problem Solver

Re: X1 Technical Issues

Manuals are hard to come by.

Both HDMI inputs are disabled. Comcast has said they have no plans to enable them.
Contributor

Re: X1 Technical Issues

Wow! Thank you. That is bizarre to say the least. What are they thinking???

Gold Problem Solver

Re: X1 Technical Issues

Do some more reading in this forum. You will learn very quickly that Comcast is very secretive about X1.
Regular Contributor

Re: X1 Technical Issues

You just want the port labeled HDMI HD to TV.
Highlighted
Contributor

Re: X1 Technical Issues

Ok, that's two conflicting answers. One says both hdmi ports on this model are disabled ... and the other says just connect?? Is there a definifitve answer somewhere or a Comcast technical expert who can jump in?

Regular Contributor

Re: X1 Technical Issues

You can absolutely use HDMI. You mentioned HDMI1 and HDMI2, which Rick says are disabled (dunno never tried), but you should also have an HDMI HD to TV port which is what you should use on your new TV (it's what I'm using right now).

P.S. I have an ARRIS box. Assuming Pace has the same ports, but if not then one of your HDMI outputs will definitely work. Found this too:

http://forums.xfinity.com/t5/XfinityTV-and-Equipment/Manual-for-the-XGP-1-PX001ANM-HD-DVR/td-p/15260...
Contributor

Re: X1 Technical Issues

Aha! You're right! There is a third hdmi port labeled hdmi to tv, which I am now assuming will work just fine. Thanks so much for the help. Since the other two ports are grouped together I didn't look for a third port in a completely different position; sorry for the oversight and thanks again to both responders for their assistance.

Contributor

Re: Has my X1 box gone bad?


@RickGr4 wrote:
You have signal issues to that particular X1 box.

Nuff said.



 

 

If that is true, then why would my box work perfectly at times?  Wouldn't a signal issue be an issue that would need something fixed in order to work perfectly?  Wouldn't the first tech have said something to the effect "your signal has issues," rather than "your signal looks perfect?"  Wouldn't someone at Comcast looking at my connection be able to tell me that there is a signal issue?

 

While I do feel that there IS some sort of signal issue, it is rather clear that "nuff" has not been said since I am still without service after having a new cable run.  If this were a simple signal issue, then I do believe this would have been resolved by now.  There is more going on here than a simple signal issue.  It appears more and more likely that it is a BOX issue, but this won't be clarified until I swap in another box on Wednesday.

 

I will probably call support again this evening to see if I am lucky enough to get a tech who is able (and willing) to get my service up and running for the time being.  I will also exchange my box on Wednesday as I have previously stated.

 

The ONE piece of advice I have been hoping for has not been provided.  I was hoping for a resident expert to tell me what to look for on the diagnostice screen.  If indeed I do have signal issues, then wouldn't it be reflected on the diagnostic screen of the box?  

 

I assume that this forum is a place where one can report issues they are having, and expect replies from a number of different sources.  I like having input from those who are more experienced with such issues...a lot can be learned.  While I clearly am the primary contributor to this thread, I welcome any new ideas from anyone who thinks that they can help.  I don't feel that I am abusing this forum by documenting every change in circumstance.  If for some reason someone feels that I am beating a dead horse here, then please move on, but until this is resolved satisfactorily, I intend to continue to solicit advice from this forum.

 

 

Thank you for reading, and I will update as the situation warrants.

Expert

Re: Has my X1 box gone bad?


@B_J_L wrote:

Have had what appeared to be signal issues lately.  Had a tech out who checked everything, and while he had said that my signal wass 'perfect,' he was still unable to get channels to tune in properly.

 

Let me backtrack a tad.  

 

I had noticed that when I wake up, or when I came home from work, the TV was tuned to a different channel (I ALWAYS leave my box on, and it is almost always tuned to ABCHD), or was on the screen saver screen that pops up when paused for a time. I did not really pay this too much attention until it started happening more frequently, and then finally I was unable to tune in channels, or when I was able to tune them in, they were unwatchable.

 

Hence my service visit.  He was going to replace my box, but then decided to run a new line from an outside connector into my Apt. Once he did that, all seemed to work perfectly.  Or so I thought.

 

Next morning I wake to a garbled screen, so I did a system refresh.  All seemed fine after that until I cam home from work the next afternoon. Screen saver was on, but I was able to retune to a channel, and all seemed fine again until this morning.  Screen saver on, did a system refresh, still not able to tune any channel.  

 

I do get a couple of error messages when it fails to tune the channels:  XRE-03056, and then XRE-00021.  While this consistantly LOOKS like a signal problem, I am under the impression that there is more of an issue here.  

 

I know how to get to the system diagnostic screen, but don't know what to look for.  If someone here has any advice as to what I can do short of trading in my box.  My DVR is up near 90 percent, so I would prefer to pare that down before I have to give it up.


Signal Issues can be intermittent depending on weather, climate, wind etc....  they can also be introduced within the segment that is delivering your feed.

 

The Support Forums are peer-to-peer support areas made up of users of the services.  There are a few Comcast Official Employees who reply in this forum, but being this is Memorial Day I wouldn't count on an immediate reply.  Comcast always recommends calling into Customer Support for issues instead of waiting in the forums.

 

When you do have issues, you can look at your DOCSIS numbers ( if it is the box ) and your MOCA numbers ( if you are playing recorded content on a set top box )...  these are basic numbers that may highlight the area of trouble, but there are other signals that only a Tech onsite can see and only if it happens while they are there.  

 

You are interested in downstream power, downstream snr and upstream power.  I can direct you to this link in th forums for signal levels here:  http://forums.xfinity.com/t5/X1/Constant-error-code-XRE03061-Program-Freezes/m-p/2610213/highlight/t...



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Diamond Problem Solver

Re: Has my X1 box gone bad?

There isn't anything in the diagnostic screen that will help. The specs are fine. It sounds more and more like your DVR's having channel mapping issues. You'll know for sure after its swapped.

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Expert

Re: Has my X1 box gone bad?


@CCAndrew wrote:
There isn't anything in the diagnostic screen that will help. The specs are fine. It sounds more and more like your DVR's having channel mapping issues. You'll know for sure after its swapped.

Thank you Andrew!  Smiley Happy



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I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Contributor

Re: Has my X1 box gone bad?

Thank you Mr geek46 and Andrew!!

 

First, I don't necessarily expect any responses, but am happy when I get helpful ones.

 

Second, I am aware that there can be mitigating circumstances with regards to signal integrity.  Quick story:  I have spent many years as a PC support tech and we had a tough one once that was an intermittant signal issue.  Turned out that one of the cables feeding the workstation was laid on top of a coiled electrical cable.  When power was moving through the cable, a magnetic field was produced that affected the workstation.  Took us forever to find it, but we did!!  I only mention this because it illustrates how elusive signal issues can be.

 

Lastly, Thanks again Andrew for the info RE: the diag screen.  While I find it hard to believe there isn't anything that will help there, I will take your word for it since you are clearly more adept with all of this than myself.  I will however admit that I am still going to take a look later when I get home to see if any of my readings are out of range.  

 

I do want to Thank everyone, and I do apologize if I come off rude or unappreciative.  I strive for neither, and do appreciate whatever help is thrown my way.

Gold Problem Solver

Re: Has my X1 box gone bad?


I think the one thing you are missing is your X1 guide is cloud based. EVERYTHING you do including every button press on your remote is going back and forth on the cloud. Signal levels must be perfect or problems will result.

Just because legacy boxes worked for you is no guaranty X1 boxes will. Just because two of your X1 boxes work is no guaranty the 3rd one will.

Normal troubleshooting DOES NOT apply with X1 because the cloud based guide brings in an entirely new set of variables.

With X1, even people who are experienced with electronics need to step outside of their normal "troubleshooting boxes".

FYI, I am guessing the reason nobody mentioned the diagnostic screens is because they are discussed daily in this forum and while the information they provide can be important, they DO NOT provide a complete picture of your X1 signal levels. The only person that has the tools to see ALL of your X1 signal levels is a Comcast tech who is actually onsite and at your house.




@B_J_L wrote:

Thank you Mr geek46 and Andrew!!

 

First, I don't necessarily expect any responses, but am happy when I get helpful ones.

 

Second, I am aware that there can be mitigating circumstances with regards to signal integrity.  Quick story:  I have spent many years as a PC support tech and we had a tough one once that was an intermittant signal issue.  Turned out that one of the cables feeding the workstation was laid on top of a coiled electrical cable.  When power was moving through the cable, a magnetic field was produced that affected the workstation.  Took us forever to find it, but we did!!  I only mention this because it illustrates how elusive signal issues can be.

 

Lastly, Thanks again Andrew for the info RE: the diag screen.  While I find it hard to believe there isn't anything that will help there, I will take your word for it since you are clearly more adept with all of this than myself.  I will however admit that I am still going to take a look later when I get home to see if any of my readings are out of range.  

 

I do want to Thank everyone, and I do apologize if I come off rude or unappreciative.  I strive for neither, and do appreciate whatever help is thrown my way.