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Xi6 Picture and Audio Issues

Tommylap
New Poster

Xi6 Picture and Audio Issues

I wanted to be able to watch 4K programming so I went to the xfinity store and asked to upgrade my cable box to the XG1v4. Because I do not have a DVR subscription, they gave me the Xi6 ( I was a little hesitant because the Xi6 does not have a direct coax cable line but as long it would give me 4K I thought it would work.) It's been about a month and I've had nothing but issues. The live TV is constantly freezing/lagging/dropping audio/blurring. This is with live tv and on-demand. I've reset and restarted countless times and the issues persist. I've never had these issues with the older cable box (xg2).  The xFi Wireless Gateway I am using is the TG1682G. The Xi6 is directly connected to the TG1682G.

 

Also, would switching the Xi6 for the XG1v4 remedy these issues (since the XG1v4 has the coax cable line?)

 

Please let me know what I can do because this has made watching live tv (specifically sports) impossible to watch. Thank you for your assistance.  

ComcastVianney
Official Employee

Re: Xi6 Picture and Audio Issues

Hello, @Tommylap! Thank you for posting your issues here in the forum. I understand you've had problems with the Xi6 since getting the box. I'm definitely sorry to hear you've had these on-going issues, but I'm glad to investigate further. Your symptoms lead me to believe there is a communication issue with your Xi6 and network. With that said, I see you stated it's hardwired to the network. It should definitely be getting the best connection possible. 

 

The XG1v4 is a great DVR, and I'm positive it will give you optimum performance. However, your current device should be performing as promised. We have many customers using this box that successfully watch content seamlessly on their network even over a wireless connection. Have you seen any other devices having similar issues on the network? Do you have any issues streaming the same content over your Xfinity Stream portal? 


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