A number of customers on Comcast’s X1 video platform have been dealing with intermittent outages since Wednesday afternoon that appear to share similarities to problems that surfaced over the weekend.
Update: Comcast said a platform upgrade was the source of the problem and that the MSO is working to restore service to affected customers.
"We know some of our customers may have missed their favorite shows off and on over the past few days and were unable to easily reach our customer care representatives for assistance and we’re really sorry,” a Comcast spokesperson said, in an emailed statement on Thursday. “In the process of upgrading the platform with new services and features, a technical issue arose that caused problems for our customers. We’ve identified the cause and our engineers are working to fully restore our services. Additionally, we will be reaching out to impacted customers to ensure their service issues have been resolved and they are satisfied with their service.”
Reports of outages began to emerge yesterday. “We are currently experiencing an issue with X1 services. Our technicians are working to restore services. We apologize for any inconvenience,” the @ComcastCares Twitter account posted on Wednesday afternoon. The same handle tweeted later that customers could restore service by power-cycling the box by unplugging it from the electrical outlet, and then waiting 30 seconds before plugging it back in.
Comcast posted a similar message on its X1 customer forum last night: “We are currently experiencing an interruption with X1 service and we sincerely apologize for any inconvenience. We know our customers value their TV experience and our engineers are working diligently to restore service as quickly as possible. It is not necessary to call us to report this problem.”
Comcast added in the post that, for most customers, the box should “self-correct and service should be restored.” Otherwise, customers were asked to perform a “simple reconnect” by pushing the power button on the front of the box, waiting two seconds, and then pushing it again, and then pressing the Xfinity Button.
The operator also provided a link that provides affected customers with access to a live chat representative.
The latest outage comes days after an outage impacted a portion of X1 customers over the weekend due to temporary connectivity issues between set-tops and data centers. At the time, the operator said it was trying to pinpoint the root cause of the problem, though a box reboot appeared to fix the issue for most affected X1 customers.
Comcast has launched X1 in all its systems. It recently announced that it has deployed about 5 million X1 boxes so far.