About PAIRdoc

For the past several weeks, I no longer have the issue of the X1 box audio reverting to stereo sound; it stays on surround and my AVR properly indicates Dolby Digital. However, the video setting will not stay at 1080p - it keeps reverting to 720p, despite my set being a native 1080p unit. Probably doesn't make a huge difference I guess, given lack of broadcasts at 1080p resolution. ... View more

Thank you. ... View more

@ComcastKaraT wrote: @PAIRdoc wrote: @PAIRdoc wrote: Well, I think I set a new record for time spent on the phone with Comcast (at least a personal record - perhaps not a "world" record) - 255 minutes!! What a complete waste of time! We have only had X1 for a week now, and although the interface and features are nice, it sort of feels like we are beta testers. We are also new to Comcast voice.   The issues I called about were: - Reporting the DVR outage and button-response sluggishness that occurred last night (couldn't get through last night; I see it is also reported on this forum, which will now be my first goto source). I hope such outages are the exception rather than the rule. - Spontaneous resetting of X1 box preferences for screen resolution and surround sound. - Caller ID not displaying properly on the TV screen. - Trying to get two remotes sent to me, because the installer last week only had one (we have three boxes), and we are 45 minutes from the nearest Comcast center.   The person I was dealing with must have been new. I was trying to be very patient, but she was just inappropriately slow and completely unhelpful. Don't these people have any training? Being an engineer, I ultimately lost my patience and requested speaking with a supervisor after two hours of this nonsense. He had to transfer me to sales to get my Caller ID onscreen feature activated. Sales transferred me to X1 support to get the remotes mailed out - disconnected. Called back - X1 told me it was sales who had to mail out remotes. Back to sales - they told me I needed to talk to X1 - endless loop! I finally got someone slightly knowedgable from X1 (thank you, Kelly) who conferenced in sales, and made sure they completed the request for the remotes properly.   It is so frustrating dealing with Comcast! It unconscionable that such a large, multibillion dollar corporation can allow such abysmal customer service. I wish they could create a system where the right hand and left hand were better coordinated, and that the personnel were properly trained. I doubt that Ed Snider would put up with such mismanagement if he were only on the customer end to see how things operate from this side of the fence. Perhaps a good opportunity for an Undercover Boss episode?     Well, I'm back on the phone with Comcast again, wasting even more time.   As noted above, I requested that two XR2 remotes be sent to me by Comcast, because the installer who installed 3 X1 boxes for us last week only had one remote. He told me to go to the local Comcast office and get two more, but since the nearest office is 45 minutes away, it wasn't convenient. He told me that Comcast would send them to me on request, which is what I did earlier this week, on my "marathon" phone call to them.   After getting bounced around multiple times between tech support and sales/billing (each of whom stated the other was responsible for dispensing XR2 remotes), I finally had an X1 rep conference in a sales rep. He stopped the sales rep from transferring the call back to tech support and told him that he WAS tech support, and that the sales dept had to issue the remotes. He finally figured out how to do so, and we specified the XR2 remotes (or XR5 remotes, if they had them). He made the appropriate notations and request.   The remotes came today - two grey ones with red OK/Select buttons, but NOT XR2's!! Once again, more incompetence and more wasted time. How is it possible that a company can be managed so poorly? I spoke with sales, who told me I had to speak with tech support, so I asked to speak with his supervisor. Now on hold for about 25 minutes. I'm about to hang up - I just can't waste any more time. I guess I'll just use the one remote we have and transfer it from room to room as needed until I find the time and energy to deal with Comcast by phone again or maybe venture out to one of their centers if they're open on weekends. Totally frustrated!   There is only one certainty my experience thus far has revealed - Comcast is consistent...     I am sending you a PM to gather your account information. I will escalate this asap - you should have received the remotes during installation.  Well, looks like Comcast/Xfinity finally came through. Today, without any scheduled appointment, Jose from Comcast dropped off two XR2 remotes for us. Now we don't have to share one between our three sets - yay!   Thanks for making this happen! ... View more

@screenname137 wrote: I have had no more issues with Surround Sound reverting to Stereo since I installed the Gefen HDMI box between my AVR and X1.  So I'm about positive that all of us who experience this are using an HDMI chain from X1 to AVR to TV - and the TV and/or AVR handshake is telling the X1 that only Stereo is supported by the TV.   It would be nice if the Surround/Stereo setting was persistent and not dependent on the HDMI handshake - the Gefen workaround I have used is not something ordinary customers are likely to want to do.   Comcast, please consider a change for this behavior if possible. I wonder if the HDMI handshake can explain the reversion of the screen resolution from 1080p to 720p, too (which I think is the default setting). It has been a real pain to continually change the resolution and the audio setting back to the preferred settings on a daily basis. I imagine the Gefen box would solve the problem, but it's not cheap, as you indicated.   ... View more

@PAIRdoc wrote: Well, I think I set a new record for time spent on the phone with Comcast (at least a personal record - perhaps not a "world" record) - 255 minutes!! What a complete waste of time! We have only had X1 for a week now, and although the interface and features are nice, it sort of feels like we are beta testers. We are also new to Comcast voice.   The issues I called about were: - Reporting the DVR outage and button-response sluggishness that occurred last night (couldn't get through last night; I see it is also reported on this forum, which will now be my first goto source). I hope such outages are the exception rather than the rule. - Spontaneous resetting of X1 box preferences for screen resolution and surround sound. - Caller ID not displaying properly on the TV screen. - Trying to get two remotes sent to me, because the installer last week only had one (we have three boxes), and we are 45 minutes from the nearest Comcast center.   The person I was dealing with must have been new. I was trying to be very patient, but she was just inappropriately slow and completely unhelpful. Don't these people have any training? Being an engineer, I ultimately lost my patience and requested speaking with a supervisor after two hours of this nonsense. He had to transfer me to sales to get my Caller ID onscreen feature activated. Sales transferred me to X1 support to get the remotes mailed out - disconnected. Called back - X1 told me it was sales who had to mail out remotes. Back to sales - they told me I needed to talk to X1 - endless loop! I finally got someone slightly knowedgable from X1 (thank you, Kelly) who conferenced in sales, and made sure they completed the request for the remotes properly.   It is so frustrating dealing with Comcast! It unconscionable that such a large, multibillion dollar corporation can allow such abysmal customer service. I wish they could create a system where the right hand and left hand were better coordinated, and that the personnel were properly trained. I doubt that Ed Snider would put up with such mismanagement if he were only on the customer end to see how things operate from this side of the fence. Perhaps a good opportunity for an Undercover Boss episode?     Well, I'm back on the phone with Comcast again, wasting even more time.   As noted above, I requested that two XR2 remotes be sent to me by Comcast, because the installer who installed 3 X1 boxes for us last week only had one remote. He told me to go to the local Comcast office and get two more, but since the nearest office is 45 minutes away, it wasn't convenient. He told me that Comcast would send them to me on request, which is what I did earlier this week, on my "marathon" phone call to them.   After getting bounced around multiple times between tech support and sales/billing (each of whom stated the other was responsible for dispensing XR2 remotes), I finally had an X1 rep conference in a sales rep. He stopped the sales rep from transferring the call back to tech support and told him that he WAS tech support, and that the sales dept had to issue the remotes. He finally figured out how to do so, and we specified the XR2 remotes (or XR5 remotes, if they had them). He made the appropriate notations and request.   The remotes came today - two grey ones with red OK/Select buttons, but NOT XR2's!! Once again, more incompetence and more wasted time. How is it possible that a company can be managed so poorly? I spoke with sales, who told me I had to speak with tech support, so I asked to speak with his supervisor. Now on hold for about 25 minutes. I'm about to hang up - I just can't waste any more time. I guess I'll just use the one remote we have and transfer it from room to room as needed until I find the time and energy to deal with Comcast by phone again or maybe venture out to one of their centers if they're open on weekends. Totally frustrated!   There is only one certainty my experience thus far has revealed - Comcast is consistent...     ... View more

@GoodOmens wrote: @PAIRdoc wrote: I added Comcast voice (telephone) service last week, at which time we upgraded our legacy boxes to X1 boxes. I was trying to get the Caller ID option to work onscreen (on the TV), but was unsuccessful despite having the option enabled on the X1 box. After a lengthy conversation with Xfinity tech support, I was told that despite having the ability to have Caller ID display on the TV, the option was not enabled on my account. I was transferred to Sales, who had to enable this option, allowing this feature to now work correctly. For what it's worth, I was told by sales that this option is NOT enabled by default - a specific request must be made by the customer to activate it (despite there not being an additonal charge for the service).   Pairdoc,   I believe you can mangage this setting here:   http://x1.comcast.net/webportal/home   Among other X1 specific account settings. Thanks for the reply.   I did have the Enable Caller Id Notification setting properly enabled on the webportal, as well. It still didn't work until Sales activated the feature on my account.     ... View more

Well, I think I set a new record for time spent on the phone with Comcast (at least a personal record - perhaps not a "world" record) - 255 minutes!! What a complete waste of time! We have only had X1 for a week now, and although the interface and features are nice, it sort of feels like we are beta testers. We are also new to Comcast voice.   The issues I called about were: - Reporting the DVR outage and button-response sluggishness that occurred last night (couldn't get through last night; I see it is also reported on this forum, which will now be my first goto source). I hope such outages are the exception rather than the rule. - Spontaneous resetting of X1 box preferences for screen resolution and surround sound. - Caller ID not displaying properly on the TV screen. - Trying to get two remotes sent to me, because the installer last week only had one (we have three boxes), and we are 45 minutes from the nearest Comcast center.   The person I was dealing with must have been new. I was trying to be very patient, but she was just inappropriately slow and completely unhelpful. Don't these people have any training? Being an engineer, I ultimately lost my patience and requested speaking with a supervisor after two hours of this nonsense. He had to transfer me to sales to get my Caller ID onscreen feature activated. Sales transferred me to X1 support to get the remotes mailed out - disconnected. Called back - X1 told me it was sales who had to mail out remotes. Back to sales - they told me I needed to talk to X1 - endless loop! I finally got someone slightly knowedgable from X1 (thank you, Kelly) who conferenced in sales, and made sure they completed the request for the remotes properly.   It is so frustrating dealing with Comcast! It unconscionable that such a large, multibillion dollar corporation can allow such abysmal customer service. I wish they could create a system where the right hand and left hand were better coordinated, and that the personnel were properly trained. I doubt that Ed Snider would put up with such mismanagement if he were only on the customer end to see how things operate from this side of the fence. Perhaps a good opportunity for an Undercover Boss episode?     ... View more

I added Comcast voice (telephone) service last week, at which time we upgraded our legacy boxes to X1 boxes. I was trying to get the Caller ID option to work onscreen (on the TV), but was unsuccessful despite having the option enabled on the X1 box. After a lengthy conversation with Xfinity tech support, I was told that despite having the ability to have Caller ID display on the TV, the option was not enabled on my account. I was transferred to Sales, who had to enable this option, allowing this feature to now work correctly. For what it's worth, I was told by sales that this option is NOT enabled by default - a specific request must be made by the customer to activate it (despite there not being an additonal charge for the service).   ... View more

I am also experiencing this issue. I find that the resolution is changing back from 1080p to 720p and that the Surround is changing back to Stereo (i.e., 2.0 PCM) despite still indicating Surround as the selected option. I must change it to Stereo and then back to Surround to get proper Dolby Digital via the HDMI connection to my Integra receiver. The resolution I just change back to 1080p.   The settings seem to stay for 1-2 days, but then, for no apparent reason, they are reset again back to defaults. I don't power down the box at all, and we haven't had any power losses. The box is a Pace PX001ANM. Interestingly, we have the same box in our bedroom (where we don't have a DD receiver), so I haven't been checking the settings on that box until today. Lo and behold, this box has retained the proper settings! So, could it be a bad batch of boxes? Could it possibly be more susceptible to this reversion of settings due to the HDMI connection (i.e., communication with) to the receiver?   The box has the following firmware: release ver xappl-XREZ.0P10 XRE server ver Z.01.11 (build 4317) XRE protocol ver 2.8.0 STB PX001AN_XC_1.1.2.4.2_PROD_BC_SPCsd STB timestamp April 12, 2013   Hope there is a solution to this annoying issue once and for all!   ... View more