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Hi everyone. Netflix content on X1 does utilize the internet service. There can be problems with the Netflix application stemming from various signals levels at your premise. That would be something we would need to review on this end, by having you send me the private message with your name. It would also be helpful to know if this is occurring on one Netflix asset for you all, if it occurs on multiple Netflix assets, or if it occurs on all Netflix assets through the cable box app. Also, for those of you that mentioned having a technician out and still continue to experience this problem, was your technician scheduled out because of the Netflix issue specifically or because of something else?
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Thanks, jaybfl. The X1 Netflix app video quality issues are completely separate from our regular video on demand platform and any quality issues that may be taking place there. Since you're experiencing both of those issues, it's an indication we're going to need to do some troubleshooting on your specific account and then likely send out a technician to your premise, depending on the result of that. You're welcome to send me a private message so we can get started.
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Hello all ~ Please send the requested private message (with your name) so I can check the equipment signal strength at your premise and then potentially open a request to have this looked into further on our end. Thank you.
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Hi, pandora69. Please send me a private message with the requested information so I can assist you further.
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Tooky61 ~ If your premise passes signal level tests, the process is to have this looked into and researched further on our end by opening up a request. We are not necessarily saying it's an issue on your end. We're seeing a trend and opening up service requests at this time to follow the trouble you're experiencing.
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Thank you for posting an update, Orampc. Much appreciated!
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@Tooky61 wrote:
So is the answer that we all have to make time for a tech to come out to give us a 4k box? Seems like another solution is in order.
There is another solution. They could send you a "self install" kit so you could install the 4K DVR yourself. If you should fail to get it to work with with only the usual cable-box install, you would be required to pay the charge to get the box installed properly.
I guess you need to decide if your current cable installation is good enough to meet the better signal required for 4K, or at least 1080p.
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@Tooky61 wrote:
Right answer!!
Nope!
They are working on the problem with the older boxes.
Anyone can exchange their current DVR for the 4K DVR at no charge, and eliminate the problem now. Or they can do as I do and get the apps for 1080p (Blu-Ray quality), or 4K, or even 8K, for IPV (Broadband) using the apps found on my television. I don't currently need any X1 series of cable-boxes.
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Hello all. Opening a ticket/request is the way we investigate things like this on the back-end when we've determined it's not yet a known issue declared by our engineers, etc. We can see here what a current workaround is, but we do not have a specific time frame on a fix for any previous firmware update to the equipment. If that changes, we will post an update here. Thank you.
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We are very pleased to hear that, Orampc. We're glad to hear about your positive experiences with us and we'll be happy to continue assisting you with your needs/concerns here going forward as well. 🙂
Pfrwatlans ~ Right now, we are still opening requests for further investigation. There is no firmware fix I have been made aware of coming down the pipeline just yet.
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In the requests, we're able to notate what steps you've already completed. As far as duplicating the issue goes, I (and many other colleagues in various areas of the US) have tested the Netflix app through the X1 DVR box and we are not able to duplicate the issue. This is why we're emphasizing the importance of opening the request so we can see where exactly the trend is stemming from, why that is, and formulate a plan to fix it.
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