I've been a Comcast customer since 1995, I'm always told how much they appreciate me being a long time customer but the volume of repeat visits by engineers and phone calls to their support reps to troubleshoot issues has been on a significant increase.
I've elected to remain a long time customer even though the costs have increased because of the hassle of switching to Direct TV or Dish especially with mixed packages. I'm not as concerned about the handshaking issue with the XG1V4 as I am with this "should" have been a known issue engineers and reps and 21 hours of my time needing to take off from work to resolve and discover on my own what the issue was is a game changer. Technical issues arise with any carrier, how they manage issues, compensate and serve their customer base is the game changer.
I don't know if I'm going to switch carriers or not, but I'm now going to investigate the cost difference and research QOS on the other carriers.
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The problem has been resolved, I had to go back to the older box version. Engineer #5 came and admitted this issue and Comcast has no 4k capability in any of its broadcasts and this issue would not be resolved until it did. Trouble now is they charged me a $39.99 installation fee for the new "Old" box and promised to reimburse on my bill but they did not. I'm estimating 7 hours of my time used to research this problem, 3 times I've had to explain to my teams at work why I'm leaving early to go home and meet an xfinity engineer who did not know what the problem was and simply replace the box.
Working in the IT industry it would have been far better QOS had xfinity made a incident post to all of their engineers there is a known issue with the XG1V4 box it would have saved a lot of my time and theirs as well. And now I have to argue with them about the install charge which will take more of my time. I've been a Comcast customer since 1995, the product has been good over the years but the QOS and customer service has been going down hill.
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This is a year later from when these posts occured and the problem still exists. I have a 4k Vizio 75" TV connected with the highest grade HDMI cables to the XG1V4 box. I also have an apartment connected to my home in which they use my comcast signal and were getting errors watching DVR movies they recorded. It turned out the X1 box was too old to manage the decompression of the recorded shows so the Comcast engineer replaced the box which resolved the problem. But he also replaced my older DVR box with the XG1V4 and this problem began the first day of replacement and has continued since then requiring a hard reboot of the box daily in order for me to get a signal again.
Once I do this then the apartment loses their signal until my unit boots up which can take awhile. I can leave my box on for several hours and even over night without any viewing problems, but once I turn the TV off and leave off for the night I cannot get a Comcast signal the next morning withou unplugging the power supply and replugging it back in.
I've gone through several XG1V4 boxes replaced by Comcast engineers, who have also reconnected my endpoints from outside of my home to the box to make sure I have a strong signal which I knew couldn't be the problem nor can the cable be the problem because once I'm viewing the signal and quality is perfect.
I don't have a Comcast signal each morning until after I reset the power supply. I suspect this problem only occurs on TV's that are 4k and there is a handshaking problem between the XG1V4 and 4k TVs.
Comcast needs to resolve this bug or lose customers.
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