Power Save Doesn’t work

@XfinityShawn​ this pop occurs of any Chanels after the cable tv has been on for 4 hours. This was ESPN for Monday Night Football but this also has occurred on NFL Red Zone and NBC channels. 

@user_yckrzs

Thanks for the clarification,  I recommend a couple of steps to try, one make sure you go into your settings and make sure the power saver is turned off then do a hard reboot on your TV box by unplugging the power cable from the back of the TV box for 30 seconds and plugging it back in.

Give those steps to try and see if that resolves the issue with the power saver option

I have the same issue. This pop up appears regardless of the channel at the 4 hour mark. I have performed the hard reboot (after ensuring power saver  is in fact STILL set to off) at least 10 times since installing the X1 box a few weeks ago. It continues to display the earlier attached "are you still there" pop up at the 4 hour mark and shuts off if we're not able to confirm. What is being done to identify and fix what appears to be an equipment model specific issue? This NEVER happened on my old coax cable box (after I enabled Power Saver, of course).

@user_gt99cf - Thank you for leaving a comment with your shared concern. The issue you are describing is a known quirk with certain X1 IP-based boxes (like the Xi6 or XiD). Unlike the older coax boxes, these newer units often have a "hard-coded" inactivity timer that triggers at the 4-hour mark to save bandwidth on the network, sometimes ignoring the user's manual "Power Saver" override. Here is a breakdown of what is happening and the steps currently being used to bypass this model-specific behavior.

Why is this happening?
On newer X1 hardware, there is a distinction between Power Saver (which deep-sleeps the box to save electricity) and the Inactivity Timer (which manages network bandwidth).

- The Glitch: In many firmware versions, the "Off" toggle only affects the deep-sleep mode, while the 4-hour "Are you still there?" prompt remains active as a network failsafe.

- The Equipment: This is most common on secondary "Client" boxes that stream data over MoCA or Wi-Fi rather than a dedicated Tuner.

Troubleshooting Steps that Actually Work
Since the standard menu toggle isn't sticking, try these specific workarounds:

1. The "HDMI-CEC" Sync:
Go to Settings > User Preferences > TV Adapter On Screen Range (or HDMI Device Control). If HDMI-CEC is "On," turn it Off. Sometimes the box receives a "standby" heartbeat from the TV that triggers the prompt regardless of your power settings.

2. Pandora/App Reset:
Open an app like Pandora or Spotify on the X1 box and play music for a minute, then exit back to live TV. This has been known to "nudge" the firmware into recognizing user activity and can occasionally reset the internal timer logic.

3. The "System Refresh" (Not a Reboot):
Don't just pull the power cord. Press the A button on your remote or say "System Refresh" into the Voice Remote. This triggers a deeper signal initialization from our end than a standard power cycle and can push pending firmware patches that address this specific bug.

The "Nuclear" Option: Swap the Box
If the 4-hour prompt persists after a System Refresh, it is likely a firmware limitation of that specific model (often the Xi6 wireless boxes).

- The Fix: Request a swap for a XG1v4 (DVR) or a standard XG2 (Non-DVR) box. These are "primary" tuner boxes. Because they utilize dedicated tuners rather than an IP-stream, they are far more likely to respect the "Power Saver: Off" command.

And please let us know if this helps!