Service cuts off regularly

My X1 tv service will lose connection constantly. It happens when watching regular TV, on demand, and streaming through apps. Different RDK error codes. Sometimes it takes an hour to watch a half-hour show because it keeps cutting out and restarting. The internet connection is fine, I haven't had any issues with that.

Responses

XfinityAlyssaA

Official Employee

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1.8K Messages

2 years ago

Good afternoon @user_afa304, and thank you for reaching out on our Community Forums regarding your TV connection issues. We're sorry to hear that it's been cutting in and out! May I ask what troubleshooting steps you have tried so far? For example, have you tried restarting your cable box? Can you also double-check that all cable connections are tight?

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user_afa304

Visitor

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12 Messages

@XfinityAlyssaA I've checked all the connections, power cycled the box, and done a system refresh. I've also swapped out my box with another one at the xfinity store. It's still happening several times a day

2 years ago

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XfinityNicolas

Official Employee

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1.1K Messages

@user_afa304, thanks for getting back to us and catching us up to speed. RDK errors general mean there is a connection issue. Since you have already done the majority of the troubleshooting and even replaced the box, a tech may be needed. Can you send us a direct message so we can help get it fixed for you?

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct messaging" icon near the top right of the 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 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

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2 years ago

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user_afa304

Visitor

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12 Messages

I'm not sure what a tech would do besides swap out the box and the cables. This problem only started a couple months ago. Nothing in my home has changed or been moved or altered. I really don't think there's anything inside my home that could be the problem. Could a tech come out and just check outside?

2 years ago

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user_afa304

Visitor

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12 Messages

@XfinityNicolas hello?

2 years ago

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X1

user_afa304

Service cuts off regularly

XfinityAlyssaA

user_afa304

XfinityNicolas

user_afa304

user_afa304

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