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X1 boxes work upstairs but not downstairs

Frequent Visitor

X1 boxes work upstairs but not downstairs

I reently updated my equipment to all X1 boxes.  3 of my 4 TVs are upstairs, including my modem.  Those work perfectly, including the primary DVR box.  But the 1 TV I have downstairs the box doesn't seem to work.  The box took 4 days to finally work, then it worked fine for a couple of days but for the past week I'm lucky if I get it to work and when it does it's only for a couple of hours at best.  I was told to get a new box and was shipped a replacement box today but again it doesn't work downstairs.  I tried it upstairs and it worked fine so I know it's not the box this time.  Any time I try to use the boxes downstairs it can't get past the connecting to entertainment experience part before it goes to a reddish screen saying to check the cable connection and reset the box.  My old boxes never had a problem downstairs, it's just now with the X1 boxes.  Is there something I can do or look for with the cable connection downstairs that can fix this??

Diamond Problem Solver

Re: X1 boxes work upstairs but not downstairs

Can you describe your cable set up, how many splitters or amps

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Regular Contributor

Re: X1 boxes work upstairs but not downstairs

The X1 boxes are more picky about connections than other equipment.   When I first switched to them the tech had to put in a line amp and take out some unused splitters to make everything work.

Frequent Visitor

Re: X1 boxes work upstairs but not downstairs

There are 2 boxes on the wall outside my house.  One says not to open and the other has the cable from that box connected to it and thats connected to a splitter leading to the box downstairs and to my room upstairs which has a huge splitter that leads to the other 2 rooms upstairs with boxes.  Everything looks fine and none of the cables seem loose.  I would think upstairs would have a problem because there are a bunch of splitters and cables yet they all work fine.  Downstairs just has the 1 cable leading to the TV in my living room but that's the one that doesn't work with the X1 box.

 

I'm answering late night so I can't check it out right now.  If you need more info and more precise descriptions let me know what to look for and I'll check again when the sun is out.

Diamond Problem Solver

Re: X1 boxes work upstairs but not downstairs

Is the large splitter powered like an amplifier? The smaller boxes use moca to communicate with the main box, if there’s something blocking the moca (like an amp)the box won’t work. The X1 platform works differently than the old boxes. Any chance you can give more details or even upload pictures, we can help as much as possible without having to have a tech out

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Frequent Visitor

Re: X1 boxes work upstairs but not downstairs

 

20190928_131740.jpg20190928_131732.jpg20190928_130934.jpg

These are the 2 boxes on the outside of my house and the huge box of splitters upstairs.

Frequent Visitor

Re: X1 boxes work upstairs but not downstairs

Sorry, I posted the pics but don't think it came out right.  The big splitter upstairs is a PPC EVo1-9-U-U.  Has 6 cables coming out of it with slots for a few more.  The box outside with the splitter that has the 1 cable going downstairs and the 1 cable going upstairs is a small red splitter, SV-2G CommScope.

Regular Contributor

Re: X1 boxes work upstairs but not downstairs

The PPC unit is a powered amp for no loss.  The other one is just a splitter.


Diamond Problem Solver

Re: X1 boxes work upstairs but not downstairs

All the boxes have to be on the same side of the PPC amp, to work properly. The boxes use moca to communicate and can’t do so on opposite sides of the amp. The way you describe it, the splitter and the non working box is before the amp and the working boxes are after it. Pictures have to be approved by Admins before they’ll show up

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Frequent Visitor

Re: X1 boxes work upstairs but not downstairs

Well then I don't know what to do.  I can't set up my TV downstairs any other way.  I had refrained from updating my equipment to X1 because I had read alot of complaints about issues similar to what I'm having, I just had the old school HD boxes and never had any problems.  I needed to add an HD box to replace the 1 old digital cable box I had remaining but was told I couldn't do so unless I updated all my boxes to X1 which is why I did so plus I had gotten a letter talking about needing to update my equipment anyway.  I had my house re-wired a couple of years ago which is when they added the PPC amp because apparently the wiring done before was basically bootlegged and not up to standard even though it was done by a Comcast tech.

 

Is it possible to just use a normal HD box downstairs and have the X1 boxes upstairs?  I had been told that all my boxes have to be X1 or none at all, couldn't be a mix.

Regular Contributor

Re: X1 boxes work upstairs but not downstairs

Is there a way to get the downstairs splitter connected to a output branch from the PPC amp?

 

Other possibilities would be using a Roku with the xfinity app downstairs or one of the wireless X1 boxes.

Diamond Problem Solver

Re: X1 boxes work upstairs but not downstairs

You could possibly run a cable from that amp to the cable feeding the non working box since you have open ports, there’s the wireless Xi5/xi6 boxes or the Xfinity stream app on a Roku. The Xi5/Xi6 needs a Comcast gateway to work. In some markets, the Xi5/Xi6 is a tech install only. Are any of your boxes an XG2?if you’re not sure,
https://www.xfinity.com/support/articles/x1-hub-vs-companion-box

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Official Employee

Re: X1 boxes work upstairs but not downstairs


@CCAndrew wrote:
You could possibly run a cable from that amp to the cable feeding the non working box since you have open ports, there’s the wireless Xi5/xi6 boxes or the Xfinity stream app on a Roku. The Xi5/Xi6 needs a Comcast gateway to work. In some markets, the Xi5/Xi6 is a tech install only. Are any of your boxes an XG2?if you’re not sure,
https://www.xfinity.com/support/articles/x1-hub-vs-companion-box

Agreed. I can look into options to ship you an xi5 or xi6 if you're in a non tech market. We can look into some options. Send us a private message so we can check out the signal issues to the box and try to remedy the issue. Click Comcast_support and then click send a message.

 

Ken


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Frequent Visitor

Re: X1 boxes work upstairs but not downstairs

From looking at that X1 TV box comparison page my boxes are either the XG2 or XiD X1.  It has the blue light on the side of the box like those 2, from looking at the bottom of the box's labels I think its an XiD X1.  They all say XiD-C on them.

Diamond Problem Solver

Re: X1 boxes work upstairs but not downstairs

Yeah it’s going to be one of the 3 options I gave you. The other is taking out the amp and putting a normal splitter there. Whichever way you want to go is up to you. Send a message to @Comcast_Support above if you want to see about the wireless boxes

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Frequent Visitor

Re: X1 boxes work upstairs but not downstairs

Thanks Andrew, really appreciate your help.  I sent a message but if anything I could just get a Roku and stream Xfinity from it. I have a Sony Bravia Smart TV but doesn't look like the Xfinity App is available on it.  I do use a Comcast Gateway modem since you asked before about it but forgot to mention it.  Thanks again for your help.

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Diamond Problem Solver

Re: X1 boxes work upstairs but not downstairs

The Roku will save you $10/month and maybe a stopgap measure until you figure something else out.

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