X1 keeps freezing

[YP520]

My X1 service keeps freezing, but only on the small X1 cable boxes and not with the DVR or the other stand alone bigger boxes.  This has been going on for 2 weeks.  I have made several calls to Comcast and they can't seem to fix and 2 service people have been to our house with no success.   How can this be resolved?

[Rustyben]

I have escalated your issue to the Comcast Team available to these forums. Check back often for a reply in this thread from a Comcast Official Employee.

[YP520]

Also, the service on all 5 cable boxes worked fine until I upgraded to X1.  We changed out the DVR once and it still works fine and no freezing on the TV connected to it.  Since the picture and sound on the 3 small X1 boxes freezes about every 15 minutes, we changed those out, but no change in results.  We then replaced 1 of the small X1 boxes with the bigger stand alone box and now the TV connected to it works fine with no freezing of the picture or sound.  However, the 2 other small X1 boxes still continuously freeze about every 15 minutes or even more often.  Any suggestions?

[CCAndrew]

Sounds like a moca issue. The old legacy boxes work differently than the X1 boxes. Can you give a breakdown on your home wiring, splitters, amps etc?

[ComcastAlly]

YP520 - 

Hello, welcome to the forums. I'd be happy to help with the issues you're running into with the cable boxes. Please send me a PM with your first/last name to get started. 

To send me a Private Message, please click my name “ComcastAlly” and click “send a message.”

[YP520]

At the Comcast customer interface box outside my house there is a splitter that then runs to the the cable modem in my house and the other coax line runs into my house for cable TV.  I have 5 boxes including the DVR and I have an amp in the house that connects to the 5 cable boxes.

[CCAndrew]

What kind of amp?

[YP520 · Accepted solution]

It was a MOCA issue.  An awesome Comcast service person spent 2 hours at my house fixing the issue which related to the coax wiring and splitters in my house.

[ComcastAlly]

YP520 - 

Glad to hear it's been resolved! Reach out again if you need more help.

[RobertWy]

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@CCAndrew wrote:
What kind of amp?

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I had an issue with my Xfinity phone and a tech spent two hours rewiring my setup.  He tried to run his final diagnostic and it failed.  He said it was because I had thre DVR's.  He wanted to replace one with a companion and I said no.  He talked to his super and they agreed to let me keep three DVR's.

Have you had anything like this?