Contributor
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59 Messages
Pixelated/Frozen Picture, Green screen, no audio, non responsive remote and XRE-03097
Since Friday, I've been experiencing picture/sound issues during the Mornings and evenings after dinner. This issue doesn't occur during the middle of the day, just monrning and evening.
The picture becomes blocky and the audio drops out. Sometimes half the screen turns green and the rest of the picture is frozen. The remote stops working all together or if it does work, it has serious lag. And I keep getting intermittent XRE-03097 error messages that say "Please Try Again".
I've rebooted the system several times and seems to solve the problem but the issues start to reappear so a reboot doesn't solve the problem. Chacked my HDMI cable. Tried a different port on the TV. Checked the 75 Ohm coax cable and made sure it was tight.
Called in and the automated system wants to reboot my system. Fine, I let it do it again and then have to call back for tech support. They run me through a trouble shooting checklist and told me that the picture and sound issues are due to SOLAR ACTIVITY.
While I understand the solar interruption is possible, given that the issue occure at peak times like the moring and early evening, I suspect this may not be the driver. Espeically since this has happened to me before and it was always a signal issue on Comcast's side.
Since this post https://www.xfinity.com/support/articles/x1-error-code-xre-03097 tells me to contact comcast, I did. They can't find anything wrong but suggest I change out my box to a new box. It's a few years old. Now I have to drive an hour to get a new cable box.
Can someone offer me a different perspective on this? Are they just guessing when they say replace the box? Is it signal issue like I've had for years? Any thoughts would be appreciated.
CCAndrew
Gold Problem Solver
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25.9K Messages
4 years ago
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CCMartin
Gold Problem Solver
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2.9K Messages
4 years ago
Hey there, @Rick11629,
We are constantly updating and improving our equipment and services. Sometimes equipment becomes end of life or will have particular issues with it regarding that specific unit. Swapping the box for a new piece of equipment, especially if it's a new model that you are swapping for, is always a great place to start when having issues. Same with the coaxial cable that hooks up the TV box. (if not one of our Wireless ones). We can send the new box to your home if that is an option that works better for you. Let our team know and we can do our very best to make this as convenient as possible for you while fixing the issues you are receiving with the TV service. To send a private message, please click my name "ComcastMartin" then select "Send a Message" on the right side.
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Rick11629
Contributor
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59 Messages
4 years ago
The box works fine until it's time for the nightly news and continuies through prime time. Then magically it disappears around 10 PM and teh remote works again.
Here's some examples.
Recording of X1 Errors Uploaded to YouTube - Example 1
Recording of X1 Errors Uploaded to YouTube - Example 2
Because of my previous 3 experiences with this same error, I'm not optimistic that a box fix will work. I have also been reluctant to swap out my box becaise I was informed that my recordings would be "orphaned" and I'd lose them. At this point, it seems to the the next step in troubleshooting so I will swing by an Xfinity store and get the box swapped out.
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CCTambrey
Gold Problem Solver
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3.4K Messages
4 years ago
@Rick11629 Thanks for posting your examples! That freezing and pixelation is definitely due to signal issues and is not something that replacing your equipment will fix. We will need to get a tech out to make repairs. Please send us a PM so we can help get that scheduled for you.
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user_5d5694
Visitor
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4 Messages
4 years ago
Have had two cable boxes for about two months very random certain HD channels pixelate and are not watchable the SD channel is ok
we have done all of the restarts and resets internet signal is excellent and no issues
we have a commscope amplifier splitter in the attic that was installed when we had Verizon fios not sure if I need it but i do need a splitter
should I remove that device and get a standard splitter the longest cable run is less than 50 ft
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