Visitor
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1 Message
X1 Box frequently freezes or displays an error message when playing web based content and certain channels
For the last few months, my X1 box has been freezing, stuttering, or otherwise throwing an error code when attempting to play any web-based content (DVR, apps, etc) and even for certain channels like Disney Jr and Nick Jr. I've replaced the X1 box at the local Xfinity store with no success and installed an approve moca filter on the incoming line, again, with no improvement. I've also chatted/spoken with support...they did remote troubleshooting for 20 minutes and said the problem was resolved, but it is not. It seems like this has been happening since Xfinity sent a message saying that service in my area had been upgraded, so I'm unsure if its related to that. At the same time, internet speeds in the house have also seemed to become unstable, sometimes momentarily decreasing to ~10mbps and then returning to the normal speed after a few moments. Any idea why this would be happening...its becoming quite annoying.
XfinityThomasC
Official Employee
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2.9K Messages
22 days ago
Hello, @user_j9iors it sounds like more than a simple box swap would fix this. Could you please send our team a direct message with your full name and full address? To send a direct message:
1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon
2. Click the "New message" (pencil and paper) icon
3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
4. Type your message in the text area near the bottom of the window
5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!
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sandylu
Contributor
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30 Messages
9 days ago
I've been having similar issues. Especially when I am on YouTube and then I go back to regular TV and then the program's freeze on those channels. Sometimes when I rewind something or put it on hold then I start having problems with other channels. And this could happen as well with recorded programs. What's really weird is when I have it on one station and it jumps back to the previous station all by itself! And I try and watch the same thing over on the original station that I was on and it will just do the same thing over and over. A few months back I had to replace my original DVR box because it kept rebooting in a continuous loop and would not sync in. Before all that I turned in my first replacement box for a second one because I kept getting black pictures which I still do from time to time. It was suggested to change resolution on my TV back to 720 which I did. But from time to time I'm still getting those issues too. I see This Thread was started a couple weeks ago, but I saw other forums from a year ago with the same issues! What is the problem here?
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