Contributor
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77 Messages
Main cable box menus and remote commands lag or freeze X1
From time to time we find that our main cable box lags or freezes up. Most often it's just some sort of lag. For example we'll push a command on the remote but nothing happens and then seconds later it seems to catch up and respond to the remote comments sent before all at once. Other times a menu comes up but will then just freeze up. Sometimes we don't get any notifications on screen but sometimes we get a screen that with a message "There's a problem connecting to the internet" with some steps to take and the code RDK-03033. But all the cables are fine and our phone app doesn't show any service issues. Also the TV continues to play, just lagging or frozen commands, our regular internet works just fine.
Usually resetting the cable box helps but that's a long and frustrating process that sometimes takes 5 minutes and sometimes takes 20 or 30 minutes.
Are issues like this usually due to the signal or the cable box itself? We have a XG1v3 (Arris AX013ANM) cable box from 2016.
If it's likely the cable box then will we lose our DVR recordings if we take it to the store to swap out?
BruceW
Gold Problem Solver
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26K Messages
3 years ago
With older legacy cable boxes, when the box received a signal from a remote it acted on that signal directly. I believe digital adapters also work that way. But X1 boxes are different. When using a remote to control an X1 cable box:
This design means that X1 is very flexible, but more delicate. If any of the links in this more complicated chain are weak or broken, the response to signals from the remote is sluggish, or fails completely. When that happens you can try changing the batteries in the remote, rebooting the cable box, and checking the coax (or fiber) line and connections.
If the remote still doesn't work, you'll probably need to ask Comcast for help tracking down the problem and fixing it.
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