X1 hasn't worked correctly since installed

Question

Let me give a riduclously long back story to fill in my frustration level.  I've had comcast service for 10+ years at this point.  I recently moved and "upgraded" to X1.  Had the home install kit sent to me because the earliest appointment I could get was almost a month out of my move date.  The first 3 weeks of service the cable menu was very slow to respond.  Most of the channels were choppy.  Usually a call to customer "support" would result in resetting all 4 boxes and things would work.  Eventually I started receiving XRE error messages.  So last week.....week 4 of the new service I called support and the "I am sending signals now to reset your box" fix stopped working so I was told a tech would need to come out.  He arrived on Thursday and showed me the signal strength before and after numbers.  He removed the splitters from outside the house, installed an amplifier and everything was working like a champ.  That evening everything stopped.  I started getting XRE-03063 messages and then once it would try to go back to the last channel it would show an XRE-00021 message.  I called back to support that night and was told that my box was old and needed firmware but it wasn't accepting the firmware push.  The same box I was just sent 3 weeks prior and not to mention the other 3 boxes that were doing the same thing.  When I questioned why it was suddenly the box and why the other 3 didn't need the same firmware I was told it was a technical matter.  So whatever, he tells me that I'll receive a call within 48 to schedule the appointment.  I would need to tell the tech to bring more equipment.  My first thought was why am I having to explain to the tech the issue the guy on the other end of the phone should be doing.  Why am I having to make the appointment?  Well Saturday I decided to call again after it had magically started working during the day but went out again that night with the same errors.  So this time they go ahead and tell me a tech can come out Monday and the first time slot they had was 3-5, so I accept.  I get a call Sunday from an actual person, not the automated appointment confirmation line and the lady asks if I'm still having the issue.  I go check and channels are working again.  I tell her I'd like to keep the appointment since it randomly seems to stop working.  Well, Monday 3-5 came and went and I never received a phone call, never was told the tech wouldn't be there.  I wake up this morning (Tuesday) and no cable, same error messages are back and now no internet.  I work from home so when I have no signal, I drive 2 hours one way to my office.  That doesn't exactly put me in a good mood.  So I call support this morning and am told they need to send a tech out and Thursday 3-5 is the earliest.  I tell them that is unacceptable and asked to be transferred to a supervisor.  I end up having to tell the whole story over again to someone who admits to not being a supervisor and who just tells me I have an appointment Thursday.  So I ask to transfer to retention because I'm at the point I want to cancel my service.  She puts me on hold for about 8 minutes then comes back and says she is transferring me now.  I sit for another 2 minutes or so and then the call ends.  I call back into the automated piece of garbage phone tree and receive a call back from comcast.  I swap calls just to have a dead line and both calls drop.  I finally call back and get the account service department and the lady seems nicer.  Tells me she'd like to try to escalate to get a tech on site today before we go through with ending my service.  I'm told to expect a call within 30 minutes of the ticket to confirm if an appointment today is possible.  That was over an hour ago.  I'm so frustrated with this X1 garbage.  Like I started saying, 10+ years and have never been this frustrated.  

Answer 1

Call Comcast and insist they send a tech out. Like many new X1 customers you probably have signal/connection/wiring issues. X1 is MUCH more particular about signal QUALITY. Just because older legacy boxes worked means very little with X1.
The fact that your internet went out suggests the problem is not limited to X1 TV service. It's your entire connection to Comcast. The problem could be within your house but it could easily be the line in your yard or a bad connection blocks down the street. But issues like this rarely fix themselves and they are rarely fixed remotely. You need a tech visit.
Just as an example, roughly four years ago our internet became slow and our cable service started to pixel. We called Comcast and had them send a tech out. It ends up that the neighbor kid who was mowing our yard hit the Comcast box in the yard so hard with the mower that it damaged connections inside the box. Also, it could be critters chewing in wires outside (more common that you might think). It can be that simple and that easy...
randypaynejr wrote:
Let me give a riduclously long back story to fill in my frustration level.  I've had comcast service for 10+ years at this point.  I recently moved and "upgraded" to X1.  Had the home install kit sent to me because the earliest appointment I could get was almost a month out of my move date.  The first 3 weeks of service the cable menu was very slow to respond.  Most of the channels were choppy.  Usually a call to customer "support" would result in resetting all 4 boxes and things would work.  Eventually I started receiving XRE error messages.  So last week.....week 4 of the new service I called support and the "I am sending signals now to reset your box" fix stopped working so I was told a tech would need to come out.  He arrived on Thursday and showed me the signal strength before and after numbers.  He removed the splitters from outside the house, installed an amplifier and everything was working like a champ.  That evening everything stopped.  I started getting XRE-03063 messages and then once it would try to go back to the last channel it would show an XRE-00021 message.  I called back to support that night and was told that my box was old and needed firmware but it wasn't accepting the firmware push.  The same box I was just sent 3 weeks prior and not to mention the other 3 boxes that were doing the same thing.  When I questioned why it was suddenly the box and why the other 3 didn't need the same firmware I was told it was a technical matter.  So whatever, he tells me that I'll receive a call within 48 to schedule the appointment.  I would need to tell the tech to bring more equipment.  My first thought was why am I having to explain to the tech the issue the guy on the other end of the phone should be doing.  Why am I having to make the appointment?  Well Saturday I decided to call again after it had magically started working during the day but went out again that night with the same errors.  So this time they go ahead and tell me a tech can come out Monday and the first time slot they had was 3-5, so I accept.  I get a call Sunday from an actual person, not the automated appointment confirmation line and the lady asks if I'm still having the issue.  I go check and channels are working again.  I tell her I'd like to keep the appointment since it randomly seems to stop working.  Well, Monday 3-5 came and went and I never received a phone call, never was told the tech wouldn't be there.  I wake up this morning (Tuesday) and no cable, same error messages are back and now no internet.  I work from home so when I have no signal, I drive 2 hours one way to my office.  That doesn't exactly put me in a good mood.  So I call support this morning and am told they need to send a tech out and Thursday 3-5 is the earliest.  I tell them that is unacceptable and asked to be transferred to a supervisor.  I end up having to tell the whole story over again to someone who admits to not being a supervisor and who just tells me I have an appointment Thursday.  So I ask to transfer to retention because I'm at the point I want to cancel my service.  She puts me on hold for about 8 minutes then comes back and says she is transferring me now.  I sit for another 2 minutes or so and then the call ends.  I call back into the automated piece of garbage phone tree and receive a call back from comcast.  I swap calls just to have a dead line and both calls drop.  I finally call back and get the account service department and the lady seems nicer.  Tells me she'd like to try to escalate to get a tech on site today before we go through with ending my service.  I'm told to expect a call within 30 minutes of the ticket to confirm if an appointment today is possible.  That was over an hour ago.  I'm so frustrated with this X1 garbage.  Like I started saying, 10+ years and have never been this frustrated.