X1 Technical Issues

[ComcastAndrew]

After they figure out what is happening in the wiring I would ask if they would put a unbalanced splitter on it. I think they steer clear of them with x1, but with the two equipments you have I think it will work better. Put the higher loss on the modem.....
_______________
Pizzaman, can you explain? All the OP should have is a 2 way splitter.

[ComcastAndrew]

we are using the XB3, it all went bad when we added the XB3 and replaced the personal router.. before the replacment to comcast equipment, all was fine, zero issues
________________

Consider taking your personal router out of the mix, you can also go into the XB3 and change the channels it is broadcasting on and see if anything changes

[ComcastAndrew]

You're welcome, any other questions, feel free

[gotpizza]

---

@ComcastAndrew wrote:
After they figure out what is happening in the wiring I would ask if they would put a unbalanced splitter on it. I think they steer clear of them with x1, but with the two equipments you have I think it will work better. Put the higher loss on the modem.....
_______________
Pizzaman, can you explain? All the OP should have is a 2 way splitter.

---

unbalanced two way splitter, not a three way as many use..My thought on this would be to boost the signal with the x1.If I am wrong on this than let me know...before I had my amp installed this was done with my setup...

[jcassell12]

My thought on this would be to boost the signal with the x1

---

If you do not currently have an amp installed and are having a poor RF issue, it is my understanding that technicians are trying to stay away from gain amps for customer's that have X1. 4-8port unity gain, or zero gain, amps are the preferred type of "splitter" for X1 systems. They also have a port dedicated for VoIP equipement. In an ideal situation, you'd want a separate line running from each port on the amp to each individual X1 box and RF levels should be nearly identical on each box with this type of setup.

Unfortunately, it is not always feasible for techs to be completely rewiring someone's home and they have to work with what is already in the house.

[ComcastAndrew]

unbalanced two way splitter, not a three way as many use..My thought on this would be to boost the signal with the x1.If I am wrong on this than let me know...before I had my amp installed this was done with my setup...
___________________

You may be referring to a DC ( direct coupler) which I guess is an unbalanced 2 way

[gotpizza]

---

@jcassell12 wrote:

My thought on this would be to boost the signal with the x1

---

If you do not currently have an amp installed and are having a poor RF issue, it is my understanding that technicians are trying to stay away from gain amps for customer's that have X1. 4-8port unity gain, or zero gain, amps are the preferred type of "splitter" for X1 systems. They also have a port dedicated for VoIP equipement. In an ideal situation, you'd want a separate line running from each port on the amp to each individual X1 box and RF levels should be nearly identical on each box with this type of setup.

Unfortunately, it is not always feasible for techs to be completely rewiring someone's home and they have to work with what is already in the house.

---

The amps that you are talking about are great. The thing is that they are not needed for only two devices(**), given the signal coming in is within spec.

The issue is taking signal that infested with line noise and adding any amp, passive or not makes matters worse. I have nearly no noise at my location. the reason for my amp is that my drop is almost two hundred feet long. unfortunately there is no economianl way for them to run underground rg-11 in place of it.

Like I said I am a fan of the passive amp, but the node should be balanced and free of excessive noise before they are added..

Comcast had been doing a much better job of this in past few months here where I reside.....

***apartment buildings would be an exception to the rule as they are hard to get a strong signal to the equipment....

[CCBrandon]

Lagoonies

You will need a tech to come out to the house.  I think the equipment needs to be swapped out.

[HurpDurp]

I guess this is the right thread.

So, one of my companion boxes (on an old SD tv) just got the new update and it broke the guide. The picture itself for the channel is visible, but all menu related things (like the guide, saved recordings or on demand) are pushed off the screen or enlarged beyond proportion so I can't even see what I'm highlighting. It didn't do this prior to rebooting for the update, so clearly the update caused this.

 I tried switching from 480 to other formats (it wasn't easy not being able to see what I was doing) and rebooting again, but it didn't help.

Edit: Looks like other peple on the forums are complaining about this as well. One even posted images that look exactly like my TV. Hopefully Comcast fixes this soon. 

[gotpizza]

http://forums.comcast.com/t5/X1/Image-display-incorrect-for-27-quot-SDTV/td-p/2346835

As you see in this thread we have not got anywhere yet with this...

[Anon1420267]

Day 3 now of companion box not displaying anything on component 1 input of my TV in bedroom. I went to turn on my TV 3 nights ago (after using it before I fell asleep that night) by hitting the *TV* remote to set the timer for it to go to sleep after 90 minutes. All was well then....

I came home from work and did my usual stuff for the evening and when I went into the bedroom to set timer on TV and fall asleep to it I had NO video on screen. Only Component 1 displaying on the screen. Last night after power cycling the box (leaving it off for 30+ secs) I saw a Data light, Record light (show was being recorded in the living room/X1 DVR HD box) as expected. Then the lights went out and shortly after I saw the Record light flashing on/off. Not long  after that it went out (show probably finished) but STILL absolutely no video. I switched to Component 2 and get same results. So this seems like this box crapped out after only having it for a few weeks or so....nice hardware comcast...I know it isn't theTV and all connections are in solid. This was working fine up until 3 days ago.

Mike

[Anon1420267]

OK let me update this (with same results).

I unplugged the box and let it sit again for well over 2 minutes. On plugging back in the power light ring came on green, the Network/Wireless light lit up (as it did previously) as well as the Data light on solid. Then the Record flashed 12+ times, all those went out then back on again and repeated the same thing (Net/Wireless on, Data on, Record flashing) for about 12+ times then went out completely with only the green power light lit on the box. Nothing showed on screen about downloading data/comcast informational message.

Pressing Setup also did nothing. So this box appears to be hosed....any ideas other than call comcast to get a tech out to replace it? This better not be a continual issue or I will move to another provider as I don't need these headaches, esp. when this system has been out long enough to resolve some of the kinks of a new platform....

[RobertWy]

I am now on 1.46.05 10/07/2014.

Still had to toggle surround to turn it on.

So, surround isn't fixed yet, as far as I can tell.

[gotpizza]

---

@Anon1420267 wrote:

OK let me update this (with same results).

I unplugged the box and let it sit again for well over 2 minutes. On plugging back in the power light ring came on green, the Network/Wireless light lit up (as it did previously) as well as the Data light on solid. Then the Record flashed 12+ times, all those went out then back on again and repeated the same thing (Net/Wireless on, Data on, Record flashing) for about 12+ times then went out completely with only the green power light lit on the box. Nothing showed on screen about downloading data/comcast informational message.

Pressing Setup also did nothing. So this box appears to be hosed....any ideas other than call comcast to get a tech out to replace it? This better not be a continual issue or I will move to another provider as I don't need these headaches, esp. when this system has been out long enough to resolve some of the kinks of a new platform....

---

they are doing a major firmware update on those boxes..swap places with main dvr for the day,,,The modems on those boxes are not fast as the dvr and are sensitive

Once you have done this call x1 dept to re send the firmware request...this will not happen fast, but if they provision at the same time it should bring the box back for the day....

[Anon1420267]

Hi,

I put the box into the living room, hooked it up, powered it up and saw the X1 Infinity message about take awhile to do its thing. I left it alone for about an hour (within about 10 mins, if that, I had picture in living room...).  No lights were indicating it was doing anything so I powered it off, disconnected and moved to bedroom. Getting same thing, powers on, cyclest its lights and then nothing....

Mike

[gotpizza]

Mike, if I read this right you are saying it worked fine while on the other outlet in the lvrm..If that is the case you are having signal issues on the original outlet.I would call for a tech out...

[Anon1420267]

Hi,

It was all working just fine till 3 nights ago. I go to turn on the TV and I got no picture in the bedroom with the small box/receiver. Living room was working fine (DVR/HD/etc). I power cycled the small box, saw the X1 Infinity blah blah on screen then it went out and no picture. The WiFi/Network, Data, Record lights all were on solid or cycling (record did) then it appears to do its thing but no picture. I put the small box in the living room and got the X1 screen about it make take several minutes then had picture in living room. Now I moved it to bedroom and got nothing. And on top of that I got nothing from the DVR/main box now, I am power cycling it now and waiting to see if it will get its act together. The signal was low at the main box before changing to a comcast branded splitter then had a .1db loss (very good), and same for bedroom once he redid the cable connector. So all in all signal loss was fine and this shouldn't have happened in the first place....I may have to make a call to them to get this atuff working because I am paying enough for the services that this shouldn't happen  with a brand new box (meaning latest model in living room).

Mike

[SamuelAAdams]

Getting the "trouble connecting to the X1 platform" error message almost every day, usually requiring a reboot to fix. Do I need to arrange a service call?

[gotpizza]

---

@Anon1420267 wrote:

Hi,

It was all working just fine till 3 nights ago. I go to turn on the TV and I got no picture in the bedroom with the small box/receiver. Living room was working fine (DVR/HD/etc). I power cycled the small box, saw the X1 Infinity blah blah on screen then it went out and no picture. The WiFi/Network, Data, Record lights all were on solid or cycling (record did) then it appears to do its thing but no picture. I put the small box in the living room and got the X1 screen about it make take several minutes then had picture in living room. Now I moved it to bedroom and got nothing. And on top of that I got nothing from the DVR/main box now, I am power cycling it now and waiting to see if it will get its act together. The signal was low at the main box before changing to a comcast branded splitter then had a .1db loss (very good), and same for bedroom once he redid the cable connector. So all in all signal loss was fine and this shouldn't have happened in the first place....I may have to make a call to them to get this atuff working because I am paying enough for the services that this shouldn't happen  with a brand new box (meaning latest model in living room).

Mike

---

mike if you have a Comcast powered amp than make sure that is getting  good power. Sometimes they power from one of your outlets via coax. As Mr Edison found out when he went up against Tesla, DC only transmits a short distance. Anything over 50 ft can cause issues with the amp in some cases..Not all amps are made equal..

[gotpizza]

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@SamuelAAdams wrote:

Getting the "trouble connecting to the X1 platform" error message almost every day, usually requiring a reboot to fix. Do I need to arrange a service call?

---

This 99% related to signal issues. If you feel that your inside wiring is out dated and has splitters all over the place than, I would get the inside service plan, and make an appointment..It is not video quality that is the issue it is the modem(on the x1 box) having issues connecting to the server.

[Anon1420267]

I ended up swapping my HDMI cable from my PS3 to the box and TV and it decided to start working. I've never had a cable die/go intermittent as it hasn't been touched! Anyways, now still working on the bedroom issue. Not coming through via component but does via coax so troubleshooting with comcast now on that.

The power to living room cable box (Arris) is coming from a monster surge suppressor. the bedrom one is coming from a power strip (w/breaker) and as I said, in middle of figuring out why component isn't working when it did 4 nights ago. All I do is turn on the tv with the comcast remote, use the tv's remote to set the timer and fall asleep, no movement of the stand/tv whatsoever.

Mike

[jsheehan77]

I am having a problem with X1 boxes on SD TVs. It reset last night and was set to 780P, I reset to 480i and the picture is OK, but all of the menus appear off screen and I can't use them. This looks like an issue with the software update.

[mcunningham94]

Okay, I have an Pace X1 DVR and 4 Pace X1 Anyroom STB's. Everything works great except for my STB in my bedroom. Often times when I turn the TV on, I notice whatever channel I left it on (usually sportscenter) is letter boxed on the top and bottom, and the picture quality is poor. While this happens the STB does not respond to the remote (XR2) but the box lights up like it is receiving the signal from the remote. The only way to fix this issue is to fully restart the box. Happens 3 or 4 times a week. Had a tech come out and he really couldn't find anything except to say he put a filter on our main cable line that the X1 needed that wasn't installed before. Also the splitter we have is the top of the line white powered one with around 8 outputs, can't remember the name off the top of my head. Any ideas what this problem could be?

[ComcastAndrew]

Okay, I have an Pace X1 DVR and 4 Pace X1 Anyroom STB's. Everything works great except for my STB in my bedroom. Often times when I turn the TV on, I notice whatever channel I left it on (usually sportscenter) is letter boxed on the top and bottom, and the picture quality is poor. While this happens the STB does not respond to the remote (XR2) but the box lights up like it is receiving the signal from the remote. The only way to fix this issue is to fully restart the box. Happens 3 or 4 times a week. Had a tech come out and he really couldn't find anything except to say he put a filter on our main cable line that the X1 needed that wasn't installed before. Also the splitter we have is the top of the line white powered one with around 8 outputs, can't remember the name off the top of my head. Any ideas what this problem could be?
_____________________

How is the box connected to the tv? And can you swap locations between 2 boxes to see if the other box does it too.

[mcunningham94]

Box is connected through HDMI, have used a couple different HDMI cords to rule out that issue. I will switch boxes and report back.

[cag]

Had my X1 equipment installed on the 5th.  Since then I spent 1 hour on the phone with tech support becasue the picture/main box froze up on the 7th.  This also happened on the following days:

Froze up - Recycled Power - 8th
Froze up - Recycled Power - 11th
Froze up - Recycled Power - 11th  1420  15:18
Froze up - Recycled Power - 12th  1628
Froze up - Recycled Power - 13th  1535

Every time I have to uplug the power from the back of the box and basically recycle it.   Works fine for a while after recycling the power by pulling the power cord.  This is only happening on my main box not on any of the 3 other sub boxes.

Is this a problem with X1's main box??

Thanks

[HurpDurp]

Another issue I'm having (unrelated to my earlier one with the SD TV) is my main box (the DVR) likes rebooting when it's recording programs in the middle of the night. I end up losing 10 or so minutes of the show when this happens.

It really shouldn't be updating when it's in use.

[gotpizza]

---

@cag wrote:

Had my X1 equipment installed on the 5th.  Since then I spent 1 hour on the phone with tech support becasue the picture/main box froze up on the 7th.  This also happened on the following days:

Froze up - Recycled Power - 8th
Froze up - Recycled Power - 11th
Froze up - Recycled Power - 11th  1420  15:18
Froze up - Recycled Power - 12th  1628
Froze up - Recycled Power - 13th  1535

Every time I have to uplug the power from the back of the box and basically recycle it.   Works fine for a while after recycling the power by pulling the power cord.  This is only happening on my main box not on any of the 3 other sub boxes.

Is this a problem with X1's main box??

Thanks

---

No...it is the signal.

[gotpizza]

---

@HurpDurp wrote:

Another issue I'm having (unrelated to my earlier one with the SD TV) is my main box (the DVR) likes rebooting when it's recording programs in the middle of the night. I end up losing 10 or so minutes of the show when this happens.

It really shouldn't be updating when it's in use.

---

It is not supposed to do this any longer if you are recording something. They could be having issues with that feature. I suggust calling into x1 dept and report it.

FWIW: It will shut down if you are playing something on the companion...

[cag]

So I take it, I need to get XFinity out to the house to fix it??

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@gotpizza wrote:

---

@cag wrote:

Had my X1 equipment installed on the 5th.  Since then I spent 1 hour on the phone with tech support becasue the picture/main box froze up on the 7th.  This also happened on the following days:

Froze up - Recycled Power - 8th
Froze up - Recycled Power - 11th
Froze up - Recycled Power - 11th  1420  15:18
Froze up - Recycled Power - 12th  1628
Froze up - Recycled Power - 13th  1535

Every time I have to uplug the power from the back of the box and basically recycle it.   Works fine for a while after recycling the power by pulling the power cord.  This is only happening on my main box not on any of the 3 other sub boxes.

Is this a problem with X1's main box??

Thanks

---

No...it is the signal.

---

So I take it I need to get XFinity out to the house and take off more time from work or my weekend??

[gotpizza]

This is something that can be fixed remotly without a visit. Get a teir two ticket opened from calling x1 dept.

[raffenet]

I recently moved back to a Comcast building after having Directv for 2 years. I have an X1 cable box and after a couple weeks with it, I'm disappointed.
 
1. The first thing I noticed is that the "all power" button does not, in fact, turn your X1 cable box off. If you have a receiver connected to you X1 box, sound will continue to come out of your speakers after you have "powered down" the system unless you physically press the off button on the box, or shut off your receiver. This is comically bad user experience and a needless regression from past hardware.
 
2. The X1 interface is *SLOW*. It feels like I'm beta testing pre-release software. Keypresses on the remote are frequently missed. The most reliable way to navigate the interface seems to be: press button...wait a couple seconds to see if it worked...repeat. Images in the Xfinity menu probably won't load unless you sit and wait for while. And it seems like the longer the box is left on, the slower the interface gets.
 
3. I've had the box for 3 weeks and had to unplug and reboot it twice to fix a problem.
  3a. The first time, I could not get any sound from either the RCA, digital coax, or digital optical outputs. Adjusting the display or receiver did nothing. Powering down and powering up the box did nothing. Only unplugging and replugging the box, followed by multi-minute boot cycle, brought the sound back.
  3b. Same goes for the time I tried to watch a show on demand and was treated to a silent black screen. Just reboot and a couple minutes later you can watch again. On "demand".
 
It is a fine idea to improve cable box interface, but X1 is not ready yet. It's unresponsive, buggy, and the hardware is somehow less featureful than past boxes. I'm planning to call and get a non-X1 box as soon as I can. Problem is I dread going through the phone support system considering the several hours it took us to get our service setup in the first place, in addition to the horrible stories in the press.

[LF66063]

cag,

I was able to create a ticket for your DVR freezing and resetting issue. They should be contacting you soon with more information.

ComcastLinda

[cag]

Comcast Linda;

Thanks for opening the ticket, I dont know who the "Carlos" character is in the X1 Department, but he needs to be retrained.  I still have not received a call. And I suspect that I will be at work when they do call.  I work fro 0500 till 1730 M-F.

[cag]

ComcastLinda;

Here is the latest Freeze Problem times:

Installed on the 5th
Froze up - Called Xfinity - 7th
Froze up - Recycled Power - 8th
Froze up - Recycled Power - 11th
Froze up - Recycled Power - 11th  1420  15:18
Froze up - Recycled Power - 12th  1628
Froze up - Recycled Power - 13th  1535  20:56  2332  2339 2352 
Froze up - Recycled Power - 14th  0001 

BTW, they can call me now if they want.

[SFGold]

An old issue from June 2013 (approximately) has re-surfaced after being fixed for almost a year now... the dreaded SKIP AHEAD bug on the slave boxes (not the DVR box).  If you click "page up" for 30 second skip, sometimes it works, but often towards the end of the recording it stops working, then all of a sudden the program starts from the beginning again.  This is when you are watching shows on the small slave box that have been recorded on the DVR.

They fixed this once - hope they can squash it again!

Thank you Comcast employees... it seems like you're all really getting involved in this forum after a long period where it seemed like there were only a few doing it after all their primary responsibilities.

[jsheehan77]

Just wanted to post an update.  I spoke with support and after a whole bunch of things the box is working (mostly).  I had to put the display back into 720p (it is hooked up to a SD TV) to get the menus & guide to display correctly.  Luckily this time the picture did not shrink to just be the upper left 1/4 of the screen and the menu & guide display correctly.  The tech put in a ticket because I said the problem with the menus & guide displaying off screen is still there in 480 mode.  Hopefully they can get this fixed as not everyone had an HD TV.

[ComcastIrma]

Hello raffenet

My apologies for all the trouble with your new X1 boxes, looks like your experience is related to the signal levels.  I can schedule a tech for you to check the levels, please let me know which date/time works for you.  

Thanks,

Comcast Irma 

[geek46]

I thoght I would add something I noticed...

On Friday afternoon, @ 5:03pm, the DVR unexpectedly SHUT DOWN & REBOOTED without any prompting from me....  WHIole findint his very strange, I waited until alll had settles and was performing and went into the DIagnostics....

Lo & Behold....  I find the IP addresses of both the DVR and one of the STBs has now changed....

It looks to me that Comcast was upgrading the X1 network infrastrucure in South FLorida ( be it switch upgrades, new equipment, new routing, etc ).....  and had to "FLIP" the switch at some point and decided that 5:03pm on Friday was the time to do that....

Have not seen any problems with DVR  at this time  ( however, I WILL be postying an interesting experience from SUnday night ) in a new thread.

-=Ray=-

[raffenet]

Can the levels be checked remotely, or does the tech have to have access to my apartment?

The installation was less than a month ago, and the tech we had showed up an hour after the stated window. Having to sit through another window is pretty much the last thing I want to do. I'd prefer if I can drop off and exchange my X1 box for a regular HD box at an office. Is that possible?

[RickGr4]

It's not a bad box. Exchanging for another x1 box won't solve anything. Getting an old legacy box might fix it but it is very possible something recently changed with your signals.

A tech needs to measure and test your signal where the box is located so yes, you will need to provide access...

X1 boxes have different requires for signal level and signal quality, both incoming and outgoing. What worked with old legacy boxes doesn't always work with X1. When I read your first post, I knew right away you had signal issues that needed to be addressed by an on sight tech visit.

---

@raffenet wrote:

Can the levels be checked remotely, or does the tech have to have access to my apartment?

The installation was less than a month ago, and the tech we had showed up an hour after the stated window. Having to sit through another window is pretty much the last thing I want to do. I'd prefer if I can drop off and exchange my X1 box for a regular HD box at an office. Is that possible?

---

[JustinJLanc]

I've had the same issues. Especially with an ultra slow interface. You press a button on the remote once and it reacts as if you hit the button 3 times. 

Another problem we have is that dreaded XRE-00018 error code, forcing me to turn my X1 box off for at least 5-10 minutes before it will start receiving channels again.

[raffenet]

---

@RickGr4 wrote:

It's not a bad box. Exchanging for another x1 box won't solve anything. Getting an old legacy box might fix it but it is very possible something recently changed with your signals.

A tech needs to measure and test your signal where the box is located so yes, you will need to provide access...

X1 boxes have different requires for signal level and signal quality, both incoming and outgoing. What worked with old legacy boxes doesn't always work with X1. When I read your first post, I knew right away you had signal issues that needed to be addressed by an on sight tech visit.

---

I don't want an X1 box any more. If I can get an old HD cable box that does not have the signal requirements, that is what I prefer. X1 not worth the hassle of having to sit around waiting for a tech. If something really did happen to my signal in the 3 weeks that I've had the service, I feel I deserve a refund.

[RickGr4]

Any refunds are between you and Comcast. Nobody here can help you with this. If there is a signal related issue, it depends upon if it is inside or outside of your house. You need to call in and state your case.

Yes you should be able to go into a Comcast store and exchange for a legacy box. Just be aware, if you have a new signal related issue that could effect a legacy box as well...

---

@raffenet wrote:

---

@RickGr4 wrote:

It's not a bad box. Exchanging for another x1 box won't solve anything. Getting an old legacy box might fix it but it is very possible something recently changed with your signals.

A tech needs to measure and test your signal where the box is located so yes, you will need to provide access...

X1 boxes have different requires for signal level and signal quality, both incoming and outgoing. What worked with old legacy boxes doesn't always work with X1. When I read your first post, I knew right away you had signal issues that needed to be addressed by an on sight tech visit.

---

I don't want an X1 box any more. If I can get an old HD cable box that does not have the signal requirements, that is what I prefer. X1 not worth the hassle of having to sit around waiting for a tech. If something really did happen to my signal in the 3 weeks that I've had the service, I feel I deserve a refund.

---

[raffenet]

---

@RickGr4 wrote:

Any refunds are between you and Comcast. Nobody here can help you with this. If there is a signal related issue, it depends upon if it is inside or outside of your house. You need to call in and state your case.

Yes you should be able to go into a Comcast store and exchange for a legacy box. Just be aware, if you have a new signal related issue that could effect a legacy box as well...

---

I appreciate you're trying to be helpful. My primary goal here was hear from official Comcast support (who replied to my original post) and let them know how bad the customer service has been so far with my subscription. My installation tech missed our appointment window, and did such a poor job that I apparently need another visit just to have functioning service. And that is in addition to all the hours spent on the phone trying to find someone knowledgeable enough to know how to schedule an installation at my building. It's not like high-rise apartment buildings are uncommon in my city.

[ComcastIrma]

Hello raffenet

I understand your frustration but as soon as we correct the levels, you will be able to enjoy your X1.  I have an appointment for tomorrow between 1-3 PM   I will send an email to dispatch to make sure tech shows within the window time frame or I can send you an email tomorrow advising you what time tech will be there.   I pulled out your block and looks like the entire building has signal issues.  If you still want to exchange it for an HD Legacy box, you can do that at any service center or I can mail you one; however, I still think that we should send a tech to check the levels.  

Please let me know if you want to keep the appointment.

Thanks,

Comcast Irma 

[raffenet]

Is something available Friday? Tomorrow does not fit with my schedule. Nor Thursday.

What is the solution if the signal problem is affecting the whole building? How long has the problem been known?

[ComcastIrma]

I have all day open on Friday 10/17, what time works better for you?  I have 8-10 , 10-12, 1-3, 3-5, 5-7.

Comcast Irma

[raffenet]

I prefer 8-10am. Thanks.

[scjohnson312]

With the new 1.3.4p1s7 firmware on my Companion box, I can now adjust the device lights brightness. However, once I do so, the lights all become lit and do not turn off after I am finished adjusting the brightness unless I turn the box off. Is this normal?