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X1 Technical Issues

Official Employee

Re: X1 Technical Issues

Hi Tabulator, 

 

Seems like you may need a service call and new DVR. I can help get this scheduled if you haven't been assisted already. I'll just need to verify your account information. Please send me a private message verifying the first and last name of the account holder, and the street address associated with your services, or the first and last name of the account holder and full account number. To send a private message click on my name "ComcastChe", then click private message me.




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Re: X1 Technical Issues

AX014ANM a white light is flashing on the front of my cable box and can't figure out why.  Any suggestions would be appreciated.

Official Employee

Re: X1 Technical Issues

Hello dwvaskie127,

 

I apologize for issues caused with your box. Have you unplugged the power for two minutes then plugged it back in to see if the light continues to flash? Has the box given any issues with displaying your video? Please provide more details so I can assist. Thank You.




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Contributor

Re: X1 Technical Issues

Since 10/13, everyday I have gotten one of the 3 errors:RDK03030, XRE-10007, RDK-03033, this is only on my receiver box.  I called today and the rep resent a signal and it appears to be ok for the moment.  However, if this happens again she told me to swipe out the box? Is this true? I just want to be sure it be the box and not a technical issue, then waste my time getting a new box for no reason.  Also, what do you bring when you exchange the box? Just the box and remote? 

Official Employee

Re: X1 Technical Issues

Hello Wendy730,

 

So the box, power cables, and remote are all that you would need to bring with you. If the signal does not work there are others that I can send prior to having to swap out the box. If this issue does persist please feel free to message me so I can try other troubleshooting steps. Thank you




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Frequent Visitor

Re: X1 Technical Issues

Hello, been having issues for the past few weeks (on both X1 and non-X1 digital converter boxes) with specific HD channels freezing, tiling and audio cutting in and out. Doesn't seem to be affecting non-HD channels. We also have been having issues with the non-X1 boxes where the audio and video cut out for a few seconds and a message pops up telling us that a service interruption has been detected and to tune to channel 92, but the audio and picture come back before we have a chance to do that. Any idea what might be going on here? I have checked signal levels and they seem acceptable but not perfect. I checked all the coax cables I could access but couldn't find a short and none of them seemed obviously damaged. We did have an amplifier installed by a technician when we were having issues setting up X1 initially(a year or so ago). Wondering if there might be an issue with the drop? Can someone please double check my signal levels and MoCa to make sure everything is in spec? Thanks!

Regular Contributor

Re: X1 Technical Issues


kafox15 wrote:

Hello, been having issues for the past few weeks (on both X1 and non-X1 digital converter boxes) with specific HD channels freezing, tiling and audio cutting in and out. Doesn't seem to be affecting non-HD channels. We also have been having issues with the non-X1 boxes where the audio and video cut out for a few seconds and a message pops up telling us that a service interruption has been detected and to tune to channel 92, but the audio and picture come back before we have a chance to do that. Any idea what might be going on here? I have checked signal levels and they seem acceptable but not perfect. I checked all the coax cables I could access but couldn't find a short and none of them seemed obviously damaged. We did have an amplifier installed by a technician when we were having issues setting up X1 initially(a year or so ago). Wondering if there might be an issue with the drop? Can someone please double check my signal levels and MoCa to make sure everything is in spec? Thanks!


I had a similiar problem a few weeks ago.  The service tech found no issues inside my house or outside, so they rolled a truck.  The outside tech found an issue in the neighborhood, that was traced to the fiber hub servicing us and many others.  The did their thing overnight and have had no issues since.

Official Employee

Re: X1 Technical Issues

Hello kafox15,

 

I am sorry to hear about your video issues and I would love to help resolve them. Would you please send a PM with your phone number and service address so I can investigate for you? Thank You




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Frequent Visitor

Re: X1 Technical Issues


ComcastMichaelP wrote:

Hello kafox15,

 

I am sorry to hear about your video issues and I would love to help resolve them. Would you please send a PM with your phone number and service address so I can investigate for you? Thank You


PM sent. Let me know what you find. Thanks

Official Employee

Re: X1 Technical Issues

Hi kafox15, thank you and I have responded to your private message.

 

Thank you




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Frequent Visitor

Re: X1 Technical Issues

Thsnks. I PMd you but can we also continue the conversation here so maybe others can chime in? What were you seeing for power levels? How far out of spec are they?
Contributor

Re: X1 Technical Issues

I've been having box issues w/my receiver box, finally got a tech scheduled for Saturday as it disconnects, freezes, gives me RDK-03033 and RDK-03030 since last Friday.  How can I be sure the tech will bring a spare box in case its the connection and box? I made the appointment thru one of the reps in the forum.  

Service Expert

Re: X1 Technical Issues


Wendy730 wrote:

I've been having box issues w/my receiver box, finally got a tech scheduled for Saturday as it disconnects, freezes, gives me RDK-03033 and RDK-03030 since last Friday.  How can I be sure the tech will bring a spare box in case its the connection and box? I made the appointment thru one of the reps in the forum.  


http://forums.xfinity.com/t5/X1/rhk-03033/m-p/2944157#M133715 gives you step by step fix to this problem. let us know how it worked.




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Contributor

Re: X1 Technical Issues

Thanks, I've done all that, hence why the tech is coming out on Saturday, just wanted to know how to be sure they will be bringing a new receiver box as well if that is part of the issue.  

Frequent Visitor

Re: X1 Technical Issues

Can someone from Comcast please respond to my latest PM or post a response here? I would like to do some troubleshooting on my own before having a tech come out, but need some guidance. Thanks

Official Employee

Re: X1 Technical Issues


kafox15 wrote:

Can someone from Comcast please respond to my latest PM or post a response here? I would like to do some troubleshooting on my own before having a tech come out, but need some guidance. Thanks


Got your PM, there's nothing that sticks out, in regards to the X1 boxes. The non-X1 boxes can't be checked remotely. If you're having issues with them an on-site tech is the best bet. Can you give details on how your cables are ran, splitters, amps etc.




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Frequent Visitor

Re: X1 Technical Issues

 


ComcastAndrew wrote:

kafox15 wrote:

Can someone from Comcast please respond to my latest PM or post a response here? I would like to do some troubleshooting on my own before having a tech come out, but need some guidance. Thanks


Got your PM, there's nothing that sticks out, in regards to the X1 boxes. The non-X1 boxes can't be checked remotely. If you're having issues with them an on-site tech is the best bet. Can you give details on how your cables are ran, splitters, amps etc.


The drop comes into a comcast installed amplifier. Our cable modem is plugged into the bypass port on the amp (I switched this a few days ago, previously it was plugged into one of the non-bypass ports). From the amplifier our main X1 box (living room) and one of our DTAs (kitchen) go through a splitter (-7dB ) and to the devices. From another port on the amp our other X1 box (master bedroom) and the other DTA (bedroom 2) go through a splitter and to the devices. I would like to do some troubleshooting on my own before having a tech sent out so any guidance is appreciated. Let me know if you need more details.

Frequent Visitor

Re: X1 Technical Issues


kafox15 wrote:

 


ComcastAndrew wrote:

kafox15 wrote:

Can someone from Comcast please respond to my latest PM or post a response here? I would like to do some troubleshooting on my own before having a tech come out, but need some guidance. Thanks


Got your PM, there's nothing that sticks out, in regards to the X1 boxes. The non-X1 boxes can't be checked remotely. If you're having issues with them an on-site tech is the best bet. Can you give details on how your cables are ran, splitters, amps etc.


The drop comes into a comcast installed amplifier. Our cable modem is plugged into the bypass port on the amp (I switched this a few days ago, previously it was plugged into one of the non-bypass ports). From the amplifier our main X1 box (living room) and one of our DTAs (kitchen) go through a splitter (-7dB ) and to the devices. From another port on the amp our other X1 box (master bedroom) and the other DTA (bedroom 2) go through a splitter and to the devices. I would like to do some troubleshooting on my own before having a tech sent out so any guidance is appreciated. Let me know if you need more details.


@ComcastAndrew Any advice you can offer me here?

Official Employee
Moved:

Re: X1 Technical Issues

Official Employee

Re: X1 Technical Issues

Kafix15, is there anyway to home run any cables that the X1 boxes or modem is attached to, back to the amp to eliminate splitters?

The -7db splitter, is it a 3 or 4 way splitter?



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Re: X1 Technical Issues


ComcastAndrew wrote:
Kafix15, is there anyway to home run any cables that the X1 boxes or modem is attached to, back to the amp to eliminate splitters?

The -7db splitter, is it a 3 or 4 way splitter?

I could easily home run the cable for the main X1 box but the secondary box would be a big undertaking. There is only one coax cable that goes through the wall up to the second floor of the house (where the secondary X1 box and one of the DTAs is), so I'm not sure how I would go about running a second coax up to that floor.

 

The -7dB splitter is 3 way but only has two devices plugged into it. The ports are -7db, -7db, -3.5db.

Official Employee

Re: X1 Technical Issues

Is the dvr on the 3.5 leg of that splitter? I wouldn't worry about the secondary box too much. But I would upgrade it to an Xid for more functionality.



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Re: X1 Technical Issues


ComcastAndrew wrote:
Is the dvr on the 3.5 leg of that splitter? I wouldn't worry about the secondary box too much. But I would upgrade it to an Xid for more functionality.

Its not a DVR (or at least we don't pay for DVR capabilities) but I believe it is on one of the 7 legs currently. I believe I tried both 3.5 and 7 to see if that would improve things but it didnt seem to make a difference. It was also home ran at one point but the downstream signal level seemed much too high. I can switch it back to a home run if you think that was a mistake.

 

What do the XiD boxes look like? We were originally sent a different X1 box for the secondary location that looked like a smaller version of the main box, but we were unable to get it to work. The tech that was sent out finally decided it was the "wrong box" after spending almost three hours installing the amp and troubleshooting our cabling. He swapped it out for the box we have now and it was working okay at the time (albeit much slower than the main box).

Official Employee

Re: X1 Technical Issues

Sorry, you have an XG2 not a dvr.

For signal purposes, you could leave it as is or move it to the 3.5 leg, it'll be in spec either way.

For the secondary box, it wasn't able to talk to the dvr before that's why it wouldn't work.



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Frequent Visitor

Re: X1 Technical Issues


ComcastAndrew wrote:
Sorry, you have an XG2 not a dvr.

For signal purposes, you could leave it as is or move it to the 3.5 leg, it'll be in spec either way.

For the secondary box, it wasn't able to talk to the dvr before that's why it wouldn't work.

Ok, are you seeing anything else that could possibly explain the issues? If not, I guess I will have to get a tech out if the issues continue.

 

Why would the original box they gave us not be able to talk to the XG2, but the older box with less functionality would? Do we have any options in upgrading that secondary box or are we stuck with what we've got?

Regular Contributor

Re: X1 Technical Issues

When I first got my X1 installed I had very low signal strength downstream, so they installed a house amp and even then I was barely in spec. I started having a lot of macro-blocking a couple months ago, and after it simply would not go away on its own I finally called to have a tech come out. They said the amp was causing noise and replaced it with another, then said my levels were too hot and installed a splitter to bring them down. They were really nice guys, but I'm still a bit dumbfounded by that, to amplify the signal then attenuate it because it's too strong? By now I'm sure you've come up with the same conclusion I did, so yes I removed the amp, split it back the way I needed (a 2-way with one leg to another 2-way since I only have 3 drops), and my levels are perfect. The macro-blocking has also improved greatly, almost non-existent. I'm positive my levels were bad years ago, but over the years I have noticed they slowly improved, most likely from techs sweeping the nodes and balancing the levels apporopriately, maybe swapping my tap to a different value, to the point where I was much better without the house amp.

 

That may not be the case at your home, but it's worth a shot. I would say perform your own little audit, if you can and want to (it sounds like you want to). Get an extension cord and a laptop and plug your cable modem directly into the side of the house before any splits, go to http://192.168.100.1 and see what your levels are as a baseline, then figure out each drop and split into the home. It can help to draw it out. Every split is -3.5 dB, which you can round to -4 dB to make it simpler, and potentially more accurate due to a small amount of loss from the connectors and cables (longer runs will have more loss). It doesn't have to be perfect, it's just for piece of mind. As an example, if you have +10 dB at the side of the house, then split it once and go upstairs and now you're -15 dB, that does not add up and you know it's a bad drop/cable/connector and not something else you're pulling your hair out over. My memory is getting worse with age, but I swear in one of my homes I had a nail going through a cable that I didn't know about, things like that.

 

P.S. Be careful about a $40 charge after the tech visit. I had to argue mine away after it showed up on my bill, even though the issue was clearly with the install/amp and not the house wiring.

Official Employee

Re: X1 Technical Issues

Kafox,the box that you have know is independent of the XG2, the box that you had needed communication for the XiD/xi3 to work.

Causes may have been
-being on the wrong port of the amp
-splitters not passing moca (how the boxes communicate)
-bad box



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Frequent Visitor

Re: X1 Technical Issues


ComcastAndrew wrote:
Kafox,the box that you have know is independent of the XG2, the box that you had needed communication for the XiD/xi3 to work.

Causes may have been
-being on the wrong port of the amp
-splitters not passing moca (how the boxes communicate)
-bad box

Thanks. The amp and both splitters mentioned were installed by an Xfinity tech so I would hope they would provide the correct splitters and know how to correctly arrange the the ports on the amp so everything would work as expected. He didn't have the same type of box on hand (you would think they would bring a spare) so we weren't able to determine if the box was good or bad. So what else can I do here?

Frequent Visitor

Re: X1 Technical Issues


lightstorm22 wrote:

When I first got my X1 installed I had very low signal strength downstream, so they installed a house amp and even then I was barely in spec. I started having a lot of macro-blocking a couple months ago, and after it simply would not go away on its own I finally called to have a tech come out. They said the amp was causing noise and replaced it with another, then said my levels were too hot and installed a splitter to bring them down. They were really nice guys, but I'm still a bit dumbfounded by that, to amplify the signal then attenuate it because it's too strong? By now I'm sure you've come up with the same conclusion I did, so yes I removed the amp, split it back the way I needed (a 2-way with one leg to another 2-way since I only have 3 drops), and my levels are perfect. The macro-blocking has also improved greatly, almost non-existent. I'm positive my levels were bad years ago, but over the years I have noticed they slowly improved, most likely from techs sweeping the nodes and balancing the levels apporopriately, maybe swapping my tap to a different value, to the point where I was much better without the house amp.

 

That may not be the case at your home, but it's worth a shot. I would say perform your own little audit, if you can and want to (it sounds like you want to). Get an extension cord and a laptop and plug your cable modem directly into the side of the house before any splits, go to http://192.168.100.1 and see what your levels are as a baseline, then figure out each drop and split into the home. It can help to draw it out. Every split is -3.5 dB, which you can round to -4 dB to make it simpler, and potentially more accurate due to a small amount of loss from the connectors and cables (longer runs will have more loss). It doesn't have to be perfect, it's just for piece of mind. As an example, if you have +10 dB at the side of the house, then split it once and go upstairs and now you're -15 dB, that does not add up and you know it's a bad drop/cable/connector and not something else you're pulling your hair out over. My memory is getting worse with age, but I swear in one of my homes I had a nail going through a cable that I didn't know about, things like that.

 

P.S. Be careful about a $40 charge after the tech visit. I had to argue mine away after it showed up on my bill, even though the issue was clearly with the install/amp and not the house wiring.


Yes, this is along the lines of what I am thinking of doing. I think the techs that originally installed the amp did it as a last ditch effort when we couldn't get X1 working originally. When they discovered that the box needed to be swapped out, they didn't bother to put things back the way they were before and just left the amp and whatever other changes they made to the coax. I will have to find some time when no one else is home to complain about the internet and TV not working and try this all out. Thanks! Smiley Happy

Regular Contributor

Re: X1 Technical Issues


kafox15 wrote:
Thanks. The amp and both splitters mentioned were installed by an Xfinity tech so I would hope they would provide the correct splitters and know how to correctly arrange the the ports on the amp so everything would work as expected. He didn't have the same type of box on hand (you would think they would bring a spare) so we weren't able to determine if the box was good or bad. So what else can I do here?

See my reply above.

 

Edit: Didn't see you already saw it. Good luck! Let us know what you find and if there's anything we can do to help from here.

Frequent Visitor

Re: X1 Technical Issues

Hello,

 

I received a self-install kit today but one of the boxes refuses to "activate". It's an XiD-C. It gets to the point where it asks me for the last four digits of my phone number and then it starts "verifying your information" and after a while it dies with error code XRE-00294

There's a box with the error code. it says "Let's try that again. Sorry we're having some trouble." and gives me the option to "try again". So far I've tried everything I can think of. Trying again, pulling the power, booting the box and trying again, and again, and again. I've also changed cable "outlets" as well to make sure it wasn't a signal issue on that specific cable run to the room I'm putting it in.I even manaully entered my acct number and phone number as well. Nothing has worked so far. Two of the other X1 boxes I received have worked perfecly. (haven't tried the fourth one yet) 

 

I even tried calling and had the automated system send the reset thing to the boxes. Didn't help. 

 

While googling I found only one other mention from a few months ago about an XiD (in that case an XiD-P) with the same error code. Guy said a tech came out, replaced the XiD and the new one worked fine. So I'm wondering if I should bother trying to get this XiD-C working or just swap it out for a new one when I return the old boxes at the service center? 

Regular Contributor

Re: X1 Technical Issues

Is the ability to extend all sports longer than 30 minutes a technical issue or a feature request?

 

Either way, can somone please fix it?

 

Of course the easy solution is to allow the 1 and 1.5 hour extension on every program, then you don't have to differentiate.

Service Expert

Re: X1 Technical Issues


geek271 wrote:

Hello,

 

I received a self-install kit today but one of the boxes refuses to "activate". It's an XiD-C. It gets to the point where it asks me for the last four digits of my phone number and then it starts "verifying your information" and after a while it dies with error code XRE-00294

There's a box with the error code. it says "Let's try that again. Sorry we're having some trouble." and gives me the option to "try again". So far I've tried everything I can think of. Trying again, pulling the power, booting the box and trying again, and again, and again. I've also changed cable "outlets" as well to make sure it wasn't a signal issue on that specific cable run to the room I'm putting it in.I even manaully entered my acct number and phone number as well. Nothing has worked so far. Two of the other X1 boxes I received have worked perfecly. (haven't tried the fourth one yet) 

 

I even tried calling and had the automated system send the reset thing to the boxes. Didn't help. 

 

While googling I found only one other mention from a few months ago about an XiD (in that case an XiD-P) with the same error code. Guy said a tech came out, replaced the XiD and the new one worked fine. So I'm wondering if I should bother trying to get this XiD-C working or just swap it out for a new one when I return the old boxes at the service center? 


Did you see this thread?

http://forums.xfinity.com/t5/X1/XRE-00294-error-on-new-XiD-P-box/td-p/2937117




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Service Expert

Re: X1 Technical Issues


tctc wrote:

Is the ability to extend all sports longer than 30 minutes a technical issue or a feature request?

 

Either way, can somone please fix it?

 

Of course the easy solution is to allow the 1 and 1.5 hour extension on every program, then you don't have to differentiate.


For some reason, WS2 on Fox got recorded.  I believe the issue is with the supplier Comcast uses for their conten; if the supplier doesn't include extra runtime, Comcast can't adjust accordingly.




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Re: error RDK-03003

I get this code on a regular basis. I have to call often and they have sent me several boxes
Service Expert

Re: error RDK-03003


Ccncomm wrote:
I get this code on a regular basis. I have to call often and they have sent me several boxes

could you outline your X1 equipment and how it is wired? any way to remove or reduce splitters? do you have a powered zero-gain splitter that might be losing power?




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Regular Contributor

Re: X1 Technical Issues

Is it a technical issue that when you go from one FF to the next, eg. FF2 to FF3, it has to pause first, it can't just go straight to the faster speed?

Is that an issue with my service, or does everyone's X1 work that way (kind of 1980s vcr-ish)?  Maybe others don't have this noticable pause?

 

I don't remember this with the prior comcast DVR platform.  Does Tivo do that?

Most Valued Poster

Re: X1 Technical Issues

Anybody else experiencing sort of a slow motion jittering?