US Cable Support → Comcast Cable TV > [X1] X1 Complaint Thread

[X1] X1 Complaint Thread

I felt it needed it's own aptly titled thread so readers don't have to read every thread titled X1.

This service is actually a step backwards in performance, user interface and functionality. I was told by a few customer service reps and techs to have patience because it's plagued with software bugs and they are updating it constantly. In other words, it's a beta release but it's priced as a final release. The customer is unaware of this fact until it is installed and the old boxes have been removed. I've only had X1 for about 36 hours and I'm already a dissatisfied customer. Below is my comparison of X1 vs my old DVR platform so far...

X1 platform: One centralized hard drive (Capacity?) which is located in the main box so all recording must be done at the main box. Customers like me who have 3 floors and 3 users will get plenty of exercise.

My old DVR platform: Each DVR box had its own 500GB hard drive with a simple easy to use user interface.

X1 platform: Since there is only 1 hard drive, you can only pause live TV on the main box.

My old DVR platform: Can pause live TV anywhere in the house. Great for sports fans and those with weak bladders.

X1 platform: Companion boxes are very slow to respond to remote commands. Those with quick fingers (No Patience) will end up with carpal tunnel by multiple pressing of the same command.

My old DVR platform: The newer DVR boxes that I had responded much faster to remote commands.

X1 platform: On-Demand has the Netflix user interface with annoying popup info bubbles with a very short description unless you disable them. You need to press info for each individual program to view its summary.

My old DVR platform: Programs are in list format with visible summary for each program in full view.

X1 platform: No clock on companion set top boxes.

My old DVR platform: Clock on each set top box.

X1 platform: Remote control can only be programed to control itself and one other device which is the TV.

My old DVR platform: Can be programed to control itself, the TV, the surround sound system and DVD player.

X1 platform: Some settings are only saved until you turn off the box, e.g. brightness settings.

My old DVR platform: Settings are saved until you change them manually.

I'm sure this list will grow as I learn more about X1.
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Stop The Mindless Killings Stop Over Fishing

Re: X1 Complaint Thread

Just to clarify, your old DVR system was Comcast correct? It didnt say specifically, but just wanted to be sure.
Most of the issues you are stating are with with the Host/client setup of the DVR not specifically with the X1 system. Comcast has had the anyroom DVR system out before the X1 was released. While it wasnt perfect with the recording setup and lack of pauseing at each client, it did allow the viewing of recording at any box. Your old system would only allow you to view the recordings at box you recorded them on.
If you want those features back why not swap out the clients for another DVR. With the X1 the DVRs will share the content and what you record on one box will be visible with the others, Something your old system couldnt offer.

Of course you could always go back to your old system too if you miss it that much.

I've got another one to add:

X1 platform: Can't add additional (external) hard drive storage, like you can (now or coming SOON) to the older DVR's - & frankly, a 500GB drive for ANY whole-house DVR platform in 2013 is TOO SMALL!
And the "supposedly coming" cloud storage feature is NOT an acceptable (at least to me) substitute - you KNOW that "cloud" is going to be down right when you DO need to access it! Plus, I want the control that any shows that go to "the cloud", aren't going to mysteriously "disappear" for whatever reason.

My old DVR platform: can add up to a 1TB HDD in additional storage space.

Yes, I've had Comcast TV exclusively since 1980 when you had to push the channel buttons on the set top box.

I went to my local office and asked if I could swap one of the companion boxes for another HD DVR box but I was told that they are incompatible. You have to drop X1 in order to go back to multiple DVRs.

Since my son offered to pay the difference for X1 I will have to talk it over with him before I go back to my old set up.
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Stop The Mindless Killings Stop Over Fishing

Re: X1 Complaint Thread

Re: X1 Complaint Thread

said by dishrich:

said by dolphins:

I went to my local office and asked if I could swap one of the companion boxes for another HD DVR box but I was told that they are incompatible. You have to drop X1 in order to go back to multiple DVRs.

As rendrenner explained, I think they lied to you. The reason they told you that, is probably because since X1 is rolling out on a regional basis, your local office may have a limited supply of the X1 DVR's, so they may be limiting them to 1 per household.

You might want to inquire with a supervisor & ask this, as there are others on this board that DO have more than one X1 in the same house - at least this way, you would be able to retain being able to watch any show from any DVR. (assuming that is important to you... )

[Update]

Today I noticed I now have a record option on the companion boxes. I didn't have this option before and I was told by customer service that this is not possible. What we have here is a failure to communicate.

I setup a few series recordings on one of the companion boxes. All I can do now is wait and see if they actually record?
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Stop The Mindless Killings Stop Over Fishing

Re: [X1] X1 Complaint Thread

Update:

And the problems continue...

Yesterday I turn on the living room TV which is connected to a companion box. I find both my series recordings have been deleted and I no longer have the ability to set recordings from this box. I call Comcast, “We are currently receiving higher than normal call levels.” After quite a long time on hold I get a level 1 tech, I assume?

I explain to her my problem and she begins telling me the same nonsense, “Unplug the box for 10 seconds.” Even though I know this will do nothing, I comply to get her to escalate the call. After I tell her there is no change after the reboot she tells me it's not possible to set recordings from the companion boxes. I tell her that, “I am aware that is what you are told but it is untrue, I have been able to set and watch recordings from this box for a few weeks now.” She keeps putting me on hold to look into the matter further and finally comes back with the same spiel. She refuses to believe me so I ask for a supervisor. After being on hold for another lengthy period she comes back and tells me the supervisor is busy with a number of other calls. She offers to send a tech out on Tuesday Sept 10th. I have no other choice but to except.

Fast forward to this morning Monday Sept 9th.

Mom is in the living room watching TV and gets a black screen with an error code, RDK-03007. Before I can write down the code I get a call from level ? Comcast tech support. He has a very thick Indian accent but I get the gist of what he is saying. Again I am put on a series of hold times while he tends to the problem. Finally after quite some time he comes back expecting it to be fixed. I inform him that the error code still exists. He then tells me he is sending out a tech, I ask when? Tomorrow, he says. I begin to tell him that I no longer have any service and he says, “Thank you for choosing Comcast, goodbye.”

Wow, we've had this account with Comcast since 1980 and this is how they treat their valued customers.
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Stop The Mindless Killings Stop Over Fishing

I talked to 6 different cs reps at the 1800 comcast number including 2 sales rep none of who even said I could get the anyroom dvr or X1 service in my area which I knew was untrue since my neighbor in my condo complex had it...So i went to the local Comcast service center and they set up the install...so moral is the CS reps have zero clue and communication.

As for the X1 with anyroom dvr service...It just seems like this is what we should of had in like 2008, not 2013...The guide is just atrocious, the slowness of the companion boxes is ridiculous, and then something as simple as not being able to page forward a day in the guide with one button. I could add 100 more things that are wrong or should have been rolled out initially with the "X1" platform, but I digress.

I understand with anything like this your going to have bugs and issues off the bat, I think everyone would agree. The thing is, it's just feels like they put this thing together over the course of a week...tested in a few times and said screw it let's roll it out. I don't understand the people who say well if you don't like it you don't have to have it. Why would you defend Comcast?...We pay money for a product and they should deliver that product...if the product was not ready for release then don't release it.

I could go on forever lol...I'm going to give Comcast a fair shake and give the X1 a couple more months until I look into my other options, hopefully given a little time it will sort it self out into a usable product...Just one mans opinion.

I'm sitting here waiting for the tech to show up. My TV service has been out since yesterday on my living room box. I'm going to ask for another DVR box. These companion boxes are worthless, they need to go to the nearest recycle plant. I have tried to physically return this companion box in return for another DVR but they refused to give me one. I know of others who have 2 X1 DVR boxes so they can't keep telling me it's impossible.
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Stop The Mindless Killings Stop Over Fishing

Here goes, I take the plunge on Thursday.

X1 to replace DCX 35xx on Thursday.
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- Bill

I hope you have better service than we do here.

Me too. I will post what happens. I am not planning to use any Multi Room Features. I also have a wired internet connection available for it.
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- Bill

Love the platform but here's the issues...I'm in Gloucester County South Jersey (same county as dolphins). My setup is 2 DVR( Main-DVR1, secondary DVR2) and 1 companion

1. The DVR2 box resets its settings daily. I have it set on 1080p/60 but it reverts to 720p every day.
2. As of yesterday, before i had a refresh signal sent, the DVR was "acting up". No red dot appeared in guide and the recording wouldnt show up in the dvr menu until 100% complete. The refresh seems to have fixed it
3. When watching a recorded program on DVR2 the sound comes through as PCM instead of dolby (through my stereo). Once i'm done watching it, the box seems "stuck" on PCM. I have to go into the audio settings and switch from "surround" to "stereo" then back to "surround" to fix the issue. Not sure why this happens
4. General unresponsivness - It's a daily issue where the guide will freeze. The picture comes in but you can't do anything. This really can ruin a football party.
5. My phone has not worked correctly since having x1 installed. I have to believe the 2 are connected. A "stability" signal was sent to my modem that appears to have fixed the issue, maybe.

Easy killer... so, you said it was atrocious, but gave no examples. Now again, you say it's complicated - but, no examples.

And thanks - my grammar skills are fine.

We're here trying to help you guys out since the majority of us aren't having issues -

Actual question - can you go to the About tab on your boxes and confirm what builds (XRE Server & STB) you're running on? With the new system - boxes can get out of sync vs. whats the latest build.
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"ONE team - ONE city - ONE dream!!"

My only problem with it was I had one for 2 weeks, it worked great. Suddenly it listed virtually all of my channels as not subscribed. Nothing with phone techs worked, and Comcast said I would have to wait a week for someone to come out and replace the box. Total BS. Went back to the regular HD DVR box.

Update:

I now have 2 DVR boxes and 1 companion box but only one DVR is running on the X1 platform. The tech said that is the only way it will work.

Woohoo... I got my old menu back! Just waiting for the menu to update.
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Stop The Mindless Killings Stop Over Fishing

Glad it worked out for you - but, your tech completely lied to you.

Gate (poster on here in Philly) has 3 DVR's all on the X1.

In the end, happiness matters.
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"ONE team - ONE city - ONE dream!!"

The tech that was here calls me after he had been gone for a few hours. He needs the S/N on the X1 box so he can reinstall the X1 platform. Someone deleted the account? Now my son lost all his recorded programs and series recordings.

This resent blunder leads me to believe that it's not a matter of customer service or service techs actually lying; I never really did believe that so many involved could perpetrate such hoax. No, I believe it's a matter miscommunication or total lack thereof. Maybe overworked or under qualified personnel is part of the problem? But before I go grasping at straws, I have to take into account that this is more likely poor management from the top down. After all they are the one's finally responsible for their customer base.
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Stop The Mindless Killings Stop Over Fishing

Bingo Dolphins...
The miscommunication is embarrasing. Yesterday I spent over 45 minutes on hold only to be redirected to someone that told me "oh, we only handle basic cable, not x1". Sometimes when i schedule a tech it's an extremely helpful and honest person that describes whats going on and fixes it with directions on what to do if it happens again. Other times it's basically "did you unplug it then plug it back in". I think the lack of knowledge of the phone support (if that actually still exists) and certain techs or workers is really glaring with the new x1 platform

Yes it is true that I in fact do have 3 X1 DVR's in my home. Had them installed on January.25,2013 to be exact.