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20 Messages
4K Wireless boxes missing information
I have three 4K wireless boxes linked to a 4K Connected DVR (One AX014ANC DVR, two AX061AEI boxes and one TX061AEI box, just added a few days ago). These talk through the DPC3941T Comcast provided Modem/Router. On a very regular basis, when I first turn on the TVs connected to the wireless boxes, the Guide is missing the channel logos and or numbers, or the channel numbers don't match the actual descriptions for the station. Also, when pressing the Xfinity button on the remote (XR15) there are just grey rectangles where the thumbnails should be. The Notification icon on the left and the Gear icon on the right are missing. When I select Saved, I only see grey rectangles. All of this makes using the box a challenge. The only solution I have found is to restart the wireless box, wait 5-7 minutes for a complete reboot to complete. Then all functions appear and operate as expected. All the boxes are set to automatically restart during the default 2:00 - 4:00 AM time period. It seems the nightly restarts are not refreshing completely. I'm wondering if there could be a timing issue or conflict with the Modem/Router not able to complete the updates. The modem does have about 36 connections of which most are wireless. I'm not having any issues with other wireless devices on the network. This problem has been present for months but is now more frustrating as I occasionally have other family members not able to get to the selections they expect to see. Then I show them how to restart the boxes and tell them to do something else for 10 minutes before they can watch TV.
Accepted Solution
BobDV
Contributor
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20 Messages
3 years ago
Since my previous post of a week ago, the following changes were made.
I was told I had too many devices on the wireless network for the XB3 Modem/Router and my subscribed download speed was too slow. The XB3 is specifications state a maximum number of wireless devices at 30 for each band (2.4 and 5). I never had more than 20 per band (35 total) I discussed my current plan (which was for two years ending this summer) and my thoughts of adding one or two home security cameras with a representative. I also expressed interest in the xFi Complete to get me unlimited data since the cameras could record 24/7. The representative was able to get me a one-year contract at close to what I was already paying.
The Speed upgrade was from 100/10 to 600/20 and became effective within an hour. The XB3 modem supports up to 600/20 so I was able to use and check if it made any difference to the wireless boxes. The result was it did not. The next two mornings showed the ongoing problem with the graphics. I had expected no change as the issue was getting the data from the xg1v4 DVR to the wireless boxes via the MoCA internal home network.
The XB7 was shipped and arrived Friday afternoon. I disconnected the XB3 and used to Xfinity App to install the XB7. The installation went smoothly although I recommend adding a step to wait for the XB7 light to change from Orange to Green and then to blinking White so the unit will be ready to connect. Otherwise you just need to retry the step and then proceed. The Voice line also installed as part of the process. This was much better than a few years ago when the XB3 was installed. It took added configuration steps done remotely to complete the Voice activation.
Saturday morning all three wireless boxes updated correctly. This was also the case on Sunday and Monday morning. The boxes had never updated more than one day without failing, so I feel comfortable saying the XB7 has resolved the problem.
I will say I have spent weeks and countless hours of my time trying to prove what I and also the local technician believed was a problem between the XB3 and the DVR. What we will not know is if replacing the XB3 with another XB3 would have resolved the issue. My feeling is it would not have.
Although I felt I should have been given the chance to upgrade to the XB7 to fix the MoCA not working with the wireless boxes and not forced to upgrade to 600/20 just to get the XB7, one reaches a point where one's time is more important. I have everything functioning as designed.
There was another user who also has this problem, but I don't know if it also was a system using the XB3. Hopefully, that user will get a working setup as well.
Hopefully, the Xfinity Support team will add this case's solution to their knowledge base and be able to identity this resolution for future troubleshooting steps. Thank you all. Bob
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CCMorgan
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3.3K Messages
3 years ago
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BobDV
Contributor
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20 Messages
3 years ago
Hi Morgan, there is one 2-way splitter in the junction box on the outside wall of my home. It is Model number BDS102H manufactured by Extreme Broadband Engineering. It is rated from 5-1002 MHz. One feeds the 4K DVR box and the other feeds the Xfinity 3941T modem/router. On the 4K DVR, the Comcast Labs test for signal strength, after refreshing the measurement, shows there are 5 green bars. Last evening, I changed the default system restart time on one of the 4K wireless boxes from 2-4 AM to 4-6 AM. This morning I had the same problem with missing channel names and thumbnails on that box. Another 4K box in the Family room is direct wired via ethernet to the modem/router. It still has the same problem. The third 4K wireless box appeared OK this morning. In the modem, average downstream levels are -7.4 to -9.5 dBmv, SN Ratio average is 38.6 dB. Upstream power levels average 46 dBmv. I'm not clear what system refresh you are referring to, so please let me know if that's something I need to do. And just to repeat, whenever I do a restart of the 4K boxes, whether by the device settings menu or just removing power, the problems are cleared up for the rest of the day and evening. Thank you, Bob.
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BobDV
Contributor
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20 Messages
3 years ago
One more thing. I did notice a large number of Uncorrectable Error codes on the modem.
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BobDV
Contributor
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20 Messages
3 years ago
I completed the System Refresh from the My Account app. The 4K wireless in my Guest Room which was already normal, came back normal. The 4K box that is on ethernet which was not normal, is still missing the thumbnails and some of the channel identification logos. I restarted that box, and it is now normal. The third box was already restarted earlier today and is normal. At this point I will wait to see what happens overnight.
I am not having any issues I'm aware of with any of the other wireless or wired devices on my network.
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BobDV
Contributor
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20 Messages
3 years ago
I misspoke on the 4K ethernet connected box. Despite numerous attempts at restarting via the menu and by pulling the power plug, it is not normal. Also, I keep getting a message that I caught the system doing household chores, so not sure what needs to be done next on that box.
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BobDV
Contributor
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20 Messages
3 years ago
I've working with several support techs via DM. As of this morning, all three extra 4K wireless boxes came up normally. I don't have an explanation, but I will keep checking each morning. I did notice the Xfinity modem/router was restarted during the night. Most noticeable was there were no CM uncorrectable errors on any of the 24 downstream channels. Three days ago, there were tens of thousands per channel. I can't say if this means anything, but I thought I would mention it.
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BobDV
Contributor
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20 Messages
3 years ago
Although all three wireless boxes came up normally on Sunday morning, that has not been the case for Monday and Tuesday morning for two out of three boxes. However, I did discover that on both mornings, not doing a restart when I first looked at the boxes, I found that later in the day, early afternoon, both boxes that had the greyed-out thumbnails and missing some of the guide information, had corrected themselves. Just another clue. I will see if this pattern holds over the next few days.
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BobDV
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20 Messages
3 years ago
Thank you for your post. I'm "glad" I'm no longer alone in this. This morning two of the boxes failed again. The first one acted up with the grey thumbnails and logos problem. I turned it off after about 30 minutes. The second one came up and when I pressed xfinity, the bottom third or so of the screen went darker, but no graphic overlays appeared at all. In fact, I couldn't back out of the condition. I turned it off. I checked the first box, and all was now normal. I checked the second box, and it too was now normal. I'll try the "c" button next time.
I was using the xfinity stream beta app on Roku for a while, but my wife found it confusing switching from two TVs with the boxes to the one TV with the Roku Streaming app. However, the streaming app never gave me any problems.
It is as you say, maddening, and I'll add frustrating too.
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BobDV
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20 Messages
3 years ago
I provided pictures this morning in the DM chat with the support team. Two of the three boxes were not correct this morning (Main Bedroom and Guest room) which is different from yesterday (Main Bedroom and Family room). The modem was looked at and possible changes made, then rebooted. All three boxes are normal now. We will wait till tomorrow morning to follow up. If they still fail it will get escalated to the back end team.
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BobDV
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20 Messages
3 years ago
It's now Monday evening and I have not heard from the local Supervisor I spoke with last Thursday late afternoon to reschedule a visit for last Friday morning. In the meantime, the graphic overlay problems continue to show each morning, including today, Monday AM. In some cases when I turn off the TV and check back later in the day, they are correct. I would like to hear what plans Comcast has to resolve this. I expect full functionality of each of the three boxes when I turn them on, not sometime later in the day. If I sound more frustrated, it's because I am. When I'm told someone will be here at a certain time, I expect to see them. If they cannot keep an appointment, I expect an explanation from that person so we can reschedule. I realize my problems are not keeping me from eventually finding the channels I want to watch, but eventually, I need this resolved. Thanks, Bob.
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BobDV
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20 Messages
3 years ago
There is already a lengthy DM chat I started a few weeks ago.
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BobDV
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20 Messages
3 years ago
I've marked this case as solved. The XB3 modem router was replaced with a XB7. Please see my post at the beginning of this case from April 4, 2022, for details. Thanks, Bob.
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user_dffb63
Visitor
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3 Messages
3 years ago
I'm having the same problem with two of my new Xi6 boxes (missing graphics). Since a reset from the tech support group or local power cycle seems to be temporary, I decided to change one box back to a direct cable connection with a 4K UHD box, I think (they couldn't tell me the model number of the box being sent). The other problem is the support groups don't seem to be technically competent. I got passed to 3 different levels and there didn't seem to be anyone that knew how to troubleshoot. My guess is the is something in the Xi6's firmware that gets trashed during the 2 A.M update.
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