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Wednesday, September 6th, 2023 4:28 AM

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I’m getting rdk-10000 and rdk-03036 error codes on satellite boxes after an Xfinity Contractor "upgraded" the neighborhood internet

Last Friday, an Xfinity Contractor was working (was told they were updating the internet for the neighborhood) on the big box in the front yard of my house in the rain.  Understandably, the cable/internet was off for a few hours.  After the signal was back up, the Internet and the DVR box worked.  The 3 non-DVR boxes showed either a rdk-10000 code.  THE ONLY VARIABLE WAS THE WORK DONE OUTSIDE.

  1. I followed the screen instructions--I checked the cables and then reset the boxes. Codes 10000 again.
  2. Unplugged the power and coaxial connections on all three boxes then rebooted.  Codes 10000 again

I searched the support articles on this site for the codes---

     3. I unplugged the coaxial and the power from the Main DVR box

    • I unplugged the coaxial and power from the Internet Box--rebooted
    • Once the internet was back up, I reconnected and plugged in the DVR/Main box.
    • Once the DVR box was up, I reconnected and plugged in the satellite boxes.
    • Internet and DVR box were working.  Error codes 10000 on all 3 satellite boxes
  1.  
  2. 4.Attempted to get help through the Xfinity app. The wait time was over 60 min for phone help.
      • Explained the situation with codes and steps taken via text to the tech working with me.
      • We went through rebooting the all the devices and sending signals for over 2 hours.
      • The tech said there wasn’t anything else to be done except to have a repair tech come into the house.
      • I live in a VERY immune compromised house and cannot have people come in and possibly trigger a bad immune response of an ill family member (we can’t even have other family over.)
      • I asked if I would be able to go and trade out the boxes at the Xfinity Store.
      • The tech said someone had to come into the house or replace the boxes.  I was flabbergasted because I had just clearly asked if I could just switch boxes.
      • After an hour and a half the tech working with me went radio silent.
      • I messaged them back to see if they were still there because I needed to know if I could go to the store and get new boxes or not.  Then a NEW person wanted to start all over again.
      • I just asked if I could just go and get the boxes replaced. They said yes and made an order for me.

5. On Saturday I went and switched out the boxes at the Xfinity Store (very easy and pleasant experience) 

6.Saturday afternoon I tried to install the new boxes.  Got a code rdk-03036.

        • I tried resetting them again and did step #3 (from above) again.  Same codes
        • Attempted to contact customer service again but there was an “outage” reported by phone and Xfinity app customer service that would not allow me to get help.
        • The app said that we were unaffected by an outage in the area.  The internet and main DVR box worked despite the outage around us.

          7.Today (Tuesday) outage message was finally gone but the 3 new boxes still have either the 03036 or 10000 error.  

I’m really frustrated by the situation.  The only thing to change was the contractor messing with the box in the front yard.  Otherwise, I wouldn’t have had the errors or have to get the new boxes (which we've only had for a few months after returning outdated but dependable satellite boxes) .  Can anything be done that can help the situation that doesn’t require someone coming into the house?  I’m absolutely fine with someone checking on the work and wiring outside.  I know this was a long summary but I wanted to be detailed because I’ve seen most of the questions asked get the response that they needed more detail.  Thank you for your help and have a great day!

Official Employee

 • 

1.6K Messages

1 year ago

Hello, u/Somertime. I appreciate you providing us with such a detailed summary of what's been going on with your cable service. I also would like to thank you for doing everything you can on your end to remedy this problem, including swapping out the cable boxes.

 

I would be more than happy to review your account to see what I can do to troubleshoot this error codes you keep getting before looking into scheduling an appointment. In order to get started, can you please send me a [Modmail message](https://www.reddit.com/message/compose?to=/r/Comcast_Xfinity) with your full name, and full address?

3 Messages

Hi @XfinityRaul​ !

Thanks for taking the time to get back to me. I'm sorry for sounding inept but just wanted to clarify before wasting everyone's time. I'm already a member of that subreddit. Is it ok if my reddit username doesn't match the one I have here? Thanks again and hope to get to resolution soon!

Official Employee

 • 

1.3K Messages

@Somertime Thank you so much and that's a great question! I apologize for the confusion on our end. You can certainly send us a direct message here as this is where your public post is.

 

On both platforms we require a public post first and if required for additional help we will invite you to a private messaging (either direct message or modmail for Reddit) these help for ticketing purposes.

 

To send a direct message here: 

 

  • Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
  • Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell 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
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 Messages

Hello I’m experiencing the same issues since my community upgraded service.  Was your issue ever resolved?

3 Messages

No it has not been resolved. A tech is coming this Monday.  Thanks. 

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