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X1 keeps freezing

YP520
Regular Visitor

X1 keeps freezing

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
Expert

Re: X1 keeps freezing

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.



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YP520
Regular Visitor

Re: X1 keeps freezing

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
Diamond Problem Solver

Re: X1 keeps freezing

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?

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ComcastAlly
Official Employee

Re: X1 keeps freezing

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.”


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YP520
Regular Visitor

Re: X1 keeps freezing

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
Diamond Problem Solver

Re: X1 keeps freezing

What kind of amp?

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YP520
Regular Visitor

Re: X1 keeps freezing

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
Official Employee

Re: X1 keeps freezing

YP520 - 

 

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


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RobertWy
Silver Problem Solver

Re: X1 keeps freezing


@CCAndrew wrote:
What kind of amp?

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?


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