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About Brocktoon
since
09-22-2008
06-29-2020
Brocktoon
Regular Contributor
114
Posts
23
Kudos
3
Solutions
03-05-2020
07:46 AM
It's almost definately a back-end or back office issue that will need to get fixed by the advanced level support. Swapping equipment will not help, but you may need to do that as part of the troubleshooting.
I was seeing all sorts of strange X1 issues for months ... old recording reappearing, new recording disappearing or deletion issues, old equipment still showing on the X1 guide. Equipment swaps didn't help.
Eventually it got escallated to a high enough level that an engineer was assigned to my ticket. My fix is ongoing but it looks like it's related to back-end account issues somewhere and I've seen a lot of improvement.
If you're able to get a ticket # for your issue, you may need to be persistent and try to get the ticket escalated, and possibly swap equipement just to prove that's not the issue. BUT, there should be no need for a tech visit.
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03-04-2020
04:02 PM
I checked with numerous people in the Philly region and they're all seeing the same thing. I've even contacted Comcast a few times about it. Each time they've acted like it's the 1st time they've heard about it. I'm not holding my breath that it'll get fixed anytime soon ... but you never know
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03-02-2020
10:28 PM
I'm seeing the same exact thing as of today. I'm in an area with no data caps, and all of the sudden going as far back as September, I'm seeing overage listed for everything over 1 GB used.
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03-02-2020
07:23 AM
I've been having various X1 DVR issues for months ... currently working with the Comcast team to resolve them.
You may need to try several times to delete the program ... sometime 20 or 30 tries, but it should eventually delete. Do not restart the box. Instead hit the exit button and try to delete again. As mentioned, you may need repeat this a ton of times, but so far I've always been succesful in deleting. You can also try syncing the DVR under the device options menu while trying to delete. I've found that may help as well.
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If it is due to the 4.0 firmware update, there's nothning you can do as that's controlled by the Comcast folks. As you noticed, the X1 boxes reboot overnight to check for and pickup any software or firmware updates. You could be picking up a new X1 box that is on firmware 3.9 or earlier, and then once it reboots within 24 hours it'll be updated to a newer version.
I'm not seeing any major issues, but I did notice that my Sony tv blinks 'white' on the screen for a second when I 1st turn it on in the morning after a reboot. This looks to have something to do with the HDMI handshake after the box is unplugged or rebooted and only started with the 4.0 update. I also noticed that the 'about' info screen on the settings menu only takes up the upper left corner of my screen instead of full-screen like it used to ... that's recent as well and possibly related to the update.
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My XG1v4 recently got a new firmware update (diffrent from the constant X1 software updates). I believe the firmware update was to version 4.0 for the equipment.
Check on the settings menu and 'about' to see if you're running v4 ... if so it may be a bug in the new firmware
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01-29-2020
12:52 PM
Yep, that's a good catch with the splitter. If your able to, try jumping out the spitter temporarily and run straight to the modem to see if you can lock all 4 upstream channels. If that doesn't fix the issue, it seems like something else is blocking/filtering the lower frequencies.
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01-29-2020
09:17 AM
1 Kudo
From your modem stats, your upstream power is a bit low, but that could be normal if you're close to an amp or node. Based on all the T3 errors in the logs, I'd take a guess that you may be having some sort up upstream singal issue, possibly upstream noise that is 'screaming' over the low upstream power you have.
Upstream SNR 'noise' levels can only be read by the Comcast folks. If/when you're still seeing those T3 errors in the log, try to call into Comcast and ask for your Upstream signal-to-noise levels. I believe it should be >31.
EDIT: Just noticed that you're only locked on 1 of your 4 upstream channels. This also points to some sort of upstream issue. I would also mention this to the Comcast tech support when checking on your upstream singal levels. The new modem probably didn't fix any issues, but the upstream bonding may have helped mask the issue a bit.
I also wonder if there's some sort of upstream filter on your cable drop due to noise or other issues? I've seen Comcast filter upstream channels with my nieghbors in the past ... not saying this what's happening though. Just another possibility
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I've heard they may just have started getting things back up and running. Things are starting to come back on my end
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I already posted in another thread, but welcome to the nightmare I've been dealing with for weeks! I was told it was some sort of backend server issue, but I now wonder if it's realted to some sort of wider upgreade/rollout that hasn't been going quite as planned
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10-31-2019
04:31 PM
@ComcastTeds wrote:
Apologies for the issue and the experience that you described above. I have looped in our Pennsylvania team so that we can get this identified and resolved for you (and your neighbor).
In reviewing your account, I can see that the last two technicians that were out in August referred an issue to our plant maintenance team.
I do see that there is an open maintenance ticket for identified signal leakage not too far (point to point) from your home.
I've asked our local team to see if that correlates to the issues you described and to contact you directly for the next steps.
Apologies again for the issue and thanks for your patience.
Thank you for the getting back to me. I really do apprecaite the response. I believe the issues I had in August were related to upstream node/plant issues as I was having a ton of packet loss that was affecting my internet as well as X1 service. The odd thing with this current issue is that only the X1 guide and menu's are affected as all of my other services are fine.
I was tiold the open ticket started on 10/25, which is when I started seeing the X1 issues and my guide was frozen. When I left for work that morning (on 10/25) around 5 AM there were serveral PECO power trucks up the street near the node along with what I'm pretty sure was a Comcast bucket truck. It also looked like they were clearing out piles of tree branches that early in the morning ... maybe a tree came down and caused some major damage to the aerial lines.
For the past 2 days including now I continue to get alerts of multiple outages on my Xfinity account page. The outages clear, and then they pop up again over and over. I've also been getting multiple reports of maintenace being performed. With so many alerts and outages reported, I'm not sure if they're legit or not? Or is there a problem with the outage reproting system?
Currently I'm seeing:
Right now, a technician is performing maintenance in your area and you may be experiencing a service interruption. We began work on 10/31/2019 03:03 PM (Eastern), and this is expected to end on 10/31/2019 04:33 PM (Eastern). Thank you for your patience.
But I've been getting messages like the above and serivce outage messages for days and not seeing any improvements.
Thank you again for your help, and hopefully the local team can shed some light as to whaty's going on
EDIT: looks like as I was typing this, around 4:30 PM the guide and menus starting work properly again! Maybe the recent maintenance actually fixed the issue? Fingers crossed that things stay this way
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10-30-2019
06:56 PM
Got home today and the problems with the guide were back again. After politely dealing with support on the phone for ~ an hour I was able to get through to a tier 2 supervisor. He didn't have a ton of information but was able to confirm that it's not an issue with my singals or my equipment. He was seeing a 'backend' issue that described configuration issues since 10/25 that is still open affecting the X1 platform in my area. There was no more info available and no resolution time given.
Hopefully they get some more clarity on what the heck is going on ... It seems like I'm just back to the 'backend' issues that have been given for the past few months. This is the worst I've seen these issues so far and I don't even know if anyone is working on a resolution?
EDIT: The outage map is now saying ... An XFINITY Channels outage has been reported in your area. We're working hard to get your service up and running. The issue will be resolved on as soon as possible. Thank you for your patience
Same thing for days ... This X1 platform is a mess when it's not working correctly
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10-30-2019
06:59 AM
@Rustyben wrote:
the issues described point to the MoCA (multimedia over coax) signal having interference within the home. this can be caused by too many splitters, wrong type splitters, amplifier that is not designed for Comcast cable + MoCA, etc. the home may be missing the entry point filter/reflector (POE). does the 'suddenly' cloud DVR copy playing happen on the DVR itself? or on companion boxes trying to play the recording on the DVR?
I don't have any companion boxes, just the one XG1V4 and an HD-DTA. I have an POE filter and a Comcast tech (not a contractor) recently checked all my wiring and even ran a new drop. Singal levels are fine on the levels that I can see on my equipment. The downstream on the X1 box runs ~ 0 to +3 with SNR 40+ depending on the channel locked, and the upstream power is 42-45. Modem levels look great as well. I don't have any amps, just a 3 way splitter coming off the pole that is all new. That is what's driving me nuts ... I've done all the troubleshooting I can do and everything from my house to the pole looks great from what the techs and myself can tell. The Xfinity outage map is constantly showing outages in surrounding areas and many times in my area as well. yesterday my whole area was lit up red for a while.
I got home yesterday and everything was back to running fine. I then woke up this morning to find my X1 guide and menus slow as heck to respond to button presses. My Amazon app via the X1 box was running great, but any of the X1 menus were horrible. My internet was running fine with good levels and no packet loss so it seemed isolated to the X1 menus again. Rebooting the box fixed it. I checked with a neighbor who was leaving for work at the same time as me this morning. He said his X1 menu on his XG1V3 was taking 5+ seconds to register a button press. I told him to try a reboot.
I have an open ticket for an advanced tech to call me back. That was supposed to happen 24 hrs ago, but I've still heard nothing back or gotten any info. Can anyone from Comcast look into this ticket and issue?
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10-29-2019
11:20 AM
Don't know if this helps, but checking the outage map on the xfinity website it's showing:
An XFINITY Services outage has been reported in your area. We're working hard to get your service up and running. The issue will be resolved on as soon as possible. Thank you for your patience
There are also outages reported in surrounding areas. If I refresh the screen my outage goes to green. Refresh a a minute later and the outage is back. Strange that the outage keeps popping up and going away. Last week the site kept reporting a 'Channels Outage' in my area. I wonder if other are finally reporting similar issues. All my services appeared to be running fine except for the X1 guide and menus
EDIT: Now I'm getting maintenance notifications for overnight tonight ... then I'm back to a service outage ... then back to green again. The outage map seems to change each time I check ??
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10-29-2019
10:29 AM
Yup ... System refresh was the 2nd thing I tried after the unplug/plug. It didn't fix anything and you can only do 1 system refresh in a 24 hr period
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10-29-2019
08:40 AM
I've been having on and off problems for a few months now related specifically to the X1 platform and I think I'm hitting a brick wall as there is still no solution. I know how to check the diagnostic signal levels on my modem, DTA, and X1 box as well as do other troubleshooting with my internet connection. Based on the levels I can read I see that the signals (upstream, downstream, SNR, various linear channel power levels etc ...) are all fine thoughout my house. I've already had techs come to my house and verify my inside and outisde wiring is fine. One of the tech even replaced the drop to my house. He said it was fine, but he replaced it just so Comcast woudn't continue to point fingers at my wiring.
Over a week ago I even replaced/upgraded my XG1V3 to a XG1V4 to rule out any equipment issues. So I've had my inside/outside wiring cleared of issues, and replaced my X1 box yet the X1 service issues continue to occur. Techs have referred to it as a 'backend' issue, but at this point there seems to be something wrong with the Comcast X1 database or server my X1 box is connecting to.
Over the past few months I've seen recordings dissapear, and old recording come back. I've had trouble with scheduled recordings not showing up and recordings sitting on my DVR become cloud recordings the next morning even though I've only used ~ 5% of my storage space. My TV channels are coming in fine, OnDemand works normally and I can stream NetFlix and Amazon via the X1 box without any issues. No current packet loss or issues with my internet, and as mentioned all my signal levels are fine. This seems to soley relate to whatever database/server my X1 is communicating with.
The latest straw was swapping for a new XG1V4. The new box is much faster, and for a week everything seemed to be fine. Then yesterday I got home and noticed much of my guide info was wrong. For example 1006 which is ABC in my area was showing ABC programming but the 'graphics' on the guide were showing Fox News? And the FX channels was showing the graphic for 'Newsy' in the guide. Many of the menu's and guide's graphics were showing blank grey boxes instread of the pictures, but all the text descriptions were correct. TV, OnDemand, and the streaming apps were fine, but it seemed like the database data was missing or messed up.
When I called Comcast, there was a pre-recorded message mentioning that if the X1 Guide was currently frozen to uplug/plug the box back in to reslove the issue ... if there was a pre-recorded message before I could get through to support wouldn't that point to some sort of known issue in the area?
Yestderday I rebooted the X1 box and even performed a system refresh which hasn't fixed the menu and guide issues. In fact this morning I am now seeing certain channels like Cartoon Network (ch 1734) that actually have overlapping data in the channel guide. On certain days like 11/8 - 11/11 I'm seeing diffrent programs layed on top on each other like the guide was updated and instead of replacing, it's just overlapping diffrent programming into a jumbeled mess on the screen. It's almost like my system is pulling from a corrupted or diffrent databases at the same time. I'm still getting grey boxes on a lot of the menus that will come and go as I jump back and forth. It's random which programs will show a grey box ... again looks like some sort of server communication issue. While this is happening all my signals and other services are working fine.
I've now had the lines and singals checked, and I swapped my X1 box and yet to have a solution. Could the local server be sending out bad software / firmware updates? I noticed that I've just recently been updated to SW 104.1.1 and my firmware appears to be AX014AN_311p3s2_PROD-sey.
I do find it odd that when this recent guide/menu issue popped up there was the X1 pre-recorded message when I called in. At this point there has to be some sort of advanced X1 support Comcast can provide? I'm extremly frustrated as I've exhausted all troubleshooting options and spent hours of my time and it seems the X1 issue has only gotten worse
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10-17-2019
09:10 AM
I couldn't post on the Amazon Prime thread up top, so hopefully I can ask this here ...
Amazon Prime is working fine on my current X1 box, but I may need to eventually try a box swap for other reasons. I only have a single X1 box at my house. If I swap boxes do I need to de-register my only X1 box/device though amazon before I use Prime on the new swapped equipement? Will the new box have to be regisitered?
Or, can I just hook up the new X1 box and it should be ready to go with Prime from registering the original X1 equipement
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As an update, the same thing happened again overnight between 10/16 and 10/17.
My DVR had been fine with multiple recordings Monday night, Tuesday, Tuesday night, and Wednesday during the day. I even tested 4 recordings at the same time and they were all fine. Once again my recordings took place last night and were on the physical DVR showing 5% full. When I checked this morning my DVR was now saying 2% full and 2 of the 3 recording from last night have now become cloud recordings.
There appears to be nothing wrong with my equipment and DVR as it's worked fine for a few days and my signal levels are still great. This still appears to have something to do with a Comcast 'backend' network problem with how communication is happening with the cloud servers. It MAY coiencide with software updates being pushed. I noticed I'm running v104.1.0 as of this morning which may be new. I can't remeber my previous version, but I do know that last time I saw this cloud issue did occur was when the last software version was pushed overnight ... just can't remember what version that was.
Can anyone from Comcast help with tracking and resolving this issue. It's popped up in the past, but it's never been this bad or frequent as it's been lately. I'm paying for the option to have a physical DVR for my recording in surround sound, and I'm not too happy right now with the lower quality cloud recordings that keep popping up.
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I got home and noticed I'm also having problems with scheduling series recording. I can't add or delete series recordings but I can add/delete individual episodes. That should have nothing to do with the hard drive. I got through to advanced video support this evening and they said it appears to be related to networking issues on the 'backend'? They said they have an open ticket with the networking folks since 9/4 with many others seeing the same issues with series recordings and dissapearing recordings. The advanced tech said there are 800+ customers already on the open ticket and that's only the people who have called in, so there may be many more with the issues.
If there are so many people seeing these same issues for over a month, does anybody at Comcast have an update?
If this keeps up, I can try an equipment swap down the line, but the advanced support told me it's not an equipment issue
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10-14-2019
07:33 AM
I've had this problem every few weeks now for months and it doesn't seem to be improving.
I only have 1 X1, an Arris XG1v3 with a physical hard drive. The hard drive appears fine as I have no issues performing mutiple recording at the same time. My signal levels are also great, as I even had a tech confirm my levels and replaced the drop to my house a little over a month ago just to make sure there are no questions.
The problem is on random days recording on my DVR will be deleted and replaced with cloud based versions. My hard drive is almost empty and many times this appears to happen after the overnight reboot. I can reboot my box during the day or perform a system refresh and nothing is fixed. Every now and then some old recordings that were deleted a week or more ago will also just randomly appear back on my recording list as watched. I then have to delete them again
Last night I recorded 6 programs. I saw my X1 record them and before I went to bed my hard dive was showing 3% full and the programs were there with no 'cloud icon' when I check the recordings. When I checked this morning all 6 programs were listed, but my hard rive was now 1% full. Sure enough 3 of the programs were now playing back with the 'cloud icon' meaning they were now in the cloud instead of my hard drive. For the heck of it I tested recording 3 shows at the same time this morning and all recorded fine. I rebooted my box and all three shows were still showing on my hard drive. I'll perform so additional recording tests this afternoon, but it looks like my hard drive and tuners are working fine for the recordings.
As I mentioned this has been happening on and off for months now and things could be fine for a few weeks. It seems to have something to do with how my X1 is communicating with the Comcast servers, and seems to happen overnight randomly? My neighbors have been seeing the same type of issues even after swaping equipment. I even talked with a coworker this morning who was seeing the same thing with thier X1 with a physical DVR.
The most obvious thing I always see is the the % full listed on my DVR seems to jump around from day to day and I only have the 1 X1 box.
Does Comcast have any more information on what's causing these DVR oddities? This all seemed to start when they started pushing the cloud based DVR service for new customers ... which I don't use
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06-05-2019
06:08 AM
Looks like as of this morning my data usage meter has finally started registering again. It seems to have missed a big chunk of data usage over the past fews days, but it's back to increasing. I'll keep an eye on it over the next few days.
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06-04-2019
07:39 PM
It looks like my Data Usage Overview meter is currently stuck on the Xfinity website as well as when I call and ask about my current usage. I'm hoping someone from Comcast/Xfinity support can help.
Over the weekend there was an area (and possibly nationwide) X1 platform issue. There were no outages reported and when I called Comcast support they decided to run a system refresh. My internet was working fine and I was only seeing issues with my X1 service. After they ran the system refresh, my X1 issues were not fixed and it also knocked my customer owned Arris SB6183 into a 'walled garden' where I could not access the internet.
After calling back support they had to re-provision my modem which got my internet service working fine, but then my usage meter dissappeared saying it wasn't available. I called the Customer Assurance Security Department at 1-877-807-6581 and they said it could take a day to show up. After a couple days the meter didn't come back so I called again at which point Comcast re-provisioned the modem yet again. While the modem was working fine and showing up under my devices, the 2nd reprovisioning didn't bring the meter back. Comcast gave me a ticket # and said they would escalate my issue. Eventually my usage meter did show back up, but the usage level appears to be stuck on what it was reading days ago before I originally lost the meter. I've used serveral GBs of data over the past couple days and it's not recording any usage. And I still haven't heard anything back from Comcast on a resolution.
When I called back they just said that my usage meter should be back, but as I mentioned it doesn't appear to be tracking my usage and they confirmed they only see a few GBs usage on my account (when I've used more)
Is there anybody from Comcast that can investiage my ticket and issue?
Thanks
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@TerriB wrote:
Ok so now I am totally confused. Another member (gypsyjoey) posted that the ones on the cloud would be loaded to a new box. I hope one of the Comcast reps can clear this up for me (us). If they stay on the cloud then I can't access them on my tv via the DVR and I sure am NOT going to watch programs on my tablet, computer or god forbid the phone...NO WAY. We know that someday we will need a new box BUT!!! We have 50% full on the hard drive all the time and live in fear of losing them if the box takes a dirt nap.
In the X1's Xfinity > Settings menu there should be an option for 'sync DVR'. I'm not 100% on this, but I think if you get a new X1 box and run a sync it should check your cloud saves and add them back to your recordings list as cloud viewable versions (NOT fully loaded versions back onto your hardrive though)
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