I almost cancelled X1 TV because of a defective HDMI delivered with the X1 box

The HDMI cable that was provided to me with the X1 box did function properly work. Because I was seeing the Welcome message on the TV, I assumed that the HDMI was working and the coaxial was not working, since I was not seeing anything else on the TV. After using the troubleshooting to no avail, after swapping coaxials many times, including from the wall outlet, and starting to figure out what was going on behind the wall, I was starting to think it was a problem behind the wall and that I was going to need to “snake” a new cable through, which I was not thrilled to do at all. So, I was getting ready to cancel X1 altogether. I then tried to swap the HDMI with the one on the Roku and then X1 worked! But now the Roku does not…

Frustrating… I am in favor of reusing “old” equipment, but at least make sure everything works. You would think the X1 device would test for that during the boot procedure.

The whole process of getting a replacement box, because I suspect the one I have had for many years was starting to malfunction, has been a disappointment. Besides the failed HDMI cable, the first time I received the replacement kit, there was no box, just the remote! I then spent 1.5 hours with an associate for something as simple as an incomplete delivery.

Responses

XfinityAlfonso

Official Employee

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1.2K Messages

1 year ago

Hey there @Amyga glad that swapping out the HDMIs did get the X1 box and TV working. Totally understand that's frustrating after going through every other permutation when troubleshooting. Good point regarding the boot procedure, and this may b something we can implement in future device deployments(if it's not being worked on already) Is everything esle working fine for now?

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Amyga

Contributor

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17 Messages

Thanks for your reply.

I have been experiencing several RDK-03033 (lost connection to the internet) this evening. It typically only takes a minute to come back on. According to the Gateway there has been no internet issue and the signal is strong.

Going to troubleshoot later. Hopefully, just having tech support sending a signal, if not rebooting the whole system maybe. We’ll see…

1 year ago

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XfinityMartyR

Official Employee

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1.5K Messages

Thanks for the update, @Amyga. That error is definitely associated with the X1 TV boxes connection to the internet for Streaming apps, OnDemand, etc. The X1 box will have its own connection path, and doesn't rely on the Xfinity Gateway. You may have a connection concern going to the cable outlet the X1 box is using. We can check the signal levels to the box for you from here, just send us a direct message.

To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

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1 year ago

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Amyga

I almost cancelled X1 TV because of a defective HDMI delivered with the X1 box

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