2 Messages

Fri, Aug 27, 2021 5:45 AM


About 2 weeks ago we started having issues with our TV reception. Freezing, pixelating, losing its connection to Xfinity. Our internet is just fine, but no TV. Many restarts and checking cable connections later I decided it must be the cable box – an old X1 unit that we had been using for around 7 years.


I exchanged it at the Xfinity store for a new X2 box with the voice remote last Monday (10 days ago). After installing it I had to restart it half a dozen times to get it to work, but finally it did. All was well, until today. Today it absolutely WILL NOT connect to Xfinity.


I’ve checked the cable connections, and rebooted it a dozen times. I’ve even replaced my HDMI cable as a last ditch effort. No go. It goes through its start up routine and ends up on a screen that says

Sorry, there seems to be some trouble

Please tighten your cable connections and then restart your TV
Box. This can often fix common issues.


[Restart]  (button)


(!) RDK-03004


Obviously since following these steps a dozen times has had no effect, none of those things are the problem – at least not inside the house. The remote restart from the Xfinity web page wouldn’t even work – it said my cable box couldn’t be reached and gave me the same steps above to try.


After searching around here I have come to the conclusion that the problem is a weak signal and it pretty much has to be the incoming cable. The incoming coax must go through a splitter outside because there are 3 rooms with cable connections in the house. The living room where the cable box is, the basement room where the Xfinity WiFi gateway is, and the family room where there is nothing connected.


I’m thinking at this point it is time to call a technician out here to figure out why my signal is so weak. Unless someone here can give me another idea of something else to try before scheduling a tech to come visit. Of course that is a major undertaking in and of itself. Getting an actual person to help is virtually impossible these days.

Official Employee


229 Messages

5 m ago

Hi @user_d23087

Thank you so much for taking the time to reach us through our Forums page! I can assure you that you have come to the right place and I am happy to review the account and see what other steps we can take to figure out this cable concern! I appreciate all of the details with everything you have already tried on our own! Your efforts do not go unrecognized. 

Please send me a Peer to Peer message so that I can help further. 

Here's the detailed steps to send a Peer to Peer message: 
 • Click "Sign In" if necessary
 • Click the "Peer to peer chat" icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message



1 Message

2 m ago

Good luck   Their usual answer to me is that they'll need to rewire my cable, inside and out.  At my expense.    ARGh!



1 Message

15 d ago

I have been going thru the same thing for several months now. Have done all of the above solutions to fix the problem per Xfinity/ Comcast including going to get a new box. Still the same problems. I am to the point that I’m now waiting for my time with them to be up and am closing my account. I will probably keep the Internet but get rid of the cable too many problems. There are too many other options out there to choose from. Good Luck! 

Official Employee


312 Messages

HI there @user_c735b4!  Thanks so much for taking the time to reach out to Xfinity here on our Community Forum.  We are so glad to hear from you and would like to help with this in any way that we can.  Please feel free to shoot us a private message with your full name and complete service address so that we can get started.  


To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" icon or https://comca.st/3pRHe18 

 • Click the "New message" (pencil and paper) icon

 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 •  - An "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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