New Cable Boxes - Issue with Cable Signal Strength (?)

Per xFinity request, we replaced all of our cable boxes with "the latest technology". We were given the following boxes:

1) XG1v3 (model# PX013ANC)

2) XiD (model# CXD01ANI)

3) XiD (model# PXD01ANI)

When I brought the boxes home, I was only able to get the XG1v3 to connect to a cable signal, the other two (#2,3) were not able to connect. A technician came out to look at this and told us that the XiD boxes rely on the XG1v3 having a strong cable signal and apparently I had connected the XG1v3 to a cable connection that did NOT have a strong cable signal.

He moved the XG1v3 box to a different room that had a stronger cable signal. The XG1v3 now worked, as well as one other box (#2), BUT the third box (#3) was still not able to connect. The technician told us that #3 was not able to connect because that room has a poor cable signal. He told us that we need to have the cable replaced that goes to that room... unfortunately it sounds like xFinity no longer replaces exterior cables that go into a room via the wall.

My questions are:

1) What is that the XiD relies on from the XG1v3 to work?

2) Is it true that xFinity no longer replaces exterior cables?

3) Couldn't I just request a wireless cable box for the room with the bad cable signal (#3)?

4) Would the wireless cable box work okay with our other new boxes?

Over the past week I've talked to 3 different xFinity customer service reps to get these boxes to work (none of their suggestions worked). We then had two xFinity technicians out to our house to look at our connections and are getting confusing information from them. Any help would be greatly appreciated.

Responses

CCKimberly1

Official Employee

•

842 Messages

2 years ago

You ask some great questions, @user_bb3208. The smaller boxes you currently have rely on the tuners from within the XG1v3 box (which has 6 tuners). We may be able upgrade the TV boxes for you, however I will need to review the account to see what is available in your area.

Now, if you want, you can return the 1 box that seems to not work for you and return it to an Xfinity Service Center and you can utilize a Roku device or Chromecast device to stream, and you will save money on a TV Box rental!

Will you please send our team a direct message with your full name and full address?
~~~~
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

7

0

U

user_bb3208

Visitor

•

4 Messages

@XfinityKimberlyB Why would I need to replace the updated boxes that I JUST GOT from xFinity? Are there newer versions of the boxes I just got at one of your stores?

The one box that does not work is not working because (according to the XFinity Technican that visited our home) the cable line going to that room is bad. Tomorrow I've already got a third visit scheduled for one of your techs to our home. Hopefully he can replace that cable. If not, then I will be requesting a wireless cable box.

(edited)

2 years ago

0

CCEthan

Official Employee

•

1.4K Messages

Sorry if we were not clear. That upgrade was referring to a wireless box which will work fine as long as there is a good connection to the 5GHz band of the router. We do replace cable as long as it is easy access and does not require fishing cable. Inside wall cable can also require an install charge. In the end that will have to be discussed with the technician. I will check back with you after the visit. Thanks for your time!

I no longer work for Comcast.

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

2 years ago

0

U

user_bb3208

Visitor

•

4 Messages

@XfinityEthan Well, we didn't have the wireless box yet so that was not even mentioned in my original question. We DID have a XiD box that didn't work, but that was because of a bad cable (as mentioned). There has been NO reason to swap out the new equipment that we got. UPDATE: we have now received the wireless box (it was delivered) and was able to get that working. Only one room left to resolve (the one with the bad cable connection). The technician will be here today.

(edited)

2 years ago

0

ccRuben

Retired Employee

•

729 Messages

Thank you for clarifying. I am sure the technician will be able to help with the wired box. We will follow up after the appointment to check for results and see if anything else is needed.

2 years ago

0

CCKimberly1

Official Employee

•

842 Messages

Good afternoon, @user_bb3208. I am following up with you to see how the tech visit went. How are your services working for you now?

I no longer work for Comcast.

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

2 years ago

0

X1

user_bb3208

New Cable Boxes - Issue with Cable Signal Strength (?)

Was this helpful?

CCKimberly1

user_bb3208

CCEthan

user_bb3208

ccRuben

CCKimberly1

New to the Community?