Medck95's profile

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5 Messages

Wed, Apr 3, 2019 4:00 PM

Small cable box not working

The TVs in my house that are connected to small cable boxes are not working. All cords are tight and the TVs are set in the correct mode. The big cable boxes we have are working fine. Just started today. Thoughts?

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Responses

New Poster

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1 Message

2 y ago

Thanks  for letting us know that it is a system problem with Comcast I’m having the same issue I just called and spent 35 minutes on the phone and still my box is not working I’m waiting for them to call me back and it is a brand new box I just came from the store with 

New Poster

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1 Message

2 y ago

Please send repair person to replace box.

Art11Trighton

Frequent Visitor

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22 Messages

2 y ago

Hi All- 

 

I have 1 Xfinity Main DVR STB- Model # AX014ANM and 2 Xfinity Satellite STB’s Model #PXD01ANI . The two satellite boxes can no longer connect to the Main STB. I have replaced the two satellite boxes twice now, and the problem continues. 

 

Of note: When I try to SEND NAME TO TV function from Comcast App, the Main STB works, but both satellite boxes return the following error: “WE’RE SORRY- There was an error trying to identify your boxes. Please try again.”

 

We also rent a Wireless Gateway, less than 90 days old. Countless attempts to reboot these boxes, via the App, or manually unplugging have been fruitless. Countless attempts to refresh the entire system are also fruitless. I have repeatedly attempted to reset, refresh, reboot these boxes and gateway both jointly and individually without success. All COAX was installed by Comcast within the last year and I have repeatedly tightened cables, cleaned boxes with canned air, had a Tech replace my incoming splitter as well with the same results.

 

I read above this appears to be a system wide problem. As such, I think a few weeks should be more than sufficient to address this issue.  If not, I will have little choice but to shop elsewhere, which is not appealing. I love Comcast, but I can only justify the monthly cost I pay when I can access all 3 HD Smart TVs in my home. One TV does not merit what I pay currently. 

 

Any thoughts or suggestions would be greatly appreciated.

CCAndrew

Diamond Problem Solver

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25.9K Messages

2 y ago

Try replacing the main box instead of the smaller boxes. Or resetting all the cable boxes at the same time
Rustyben

Expert

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24K Messages

2 y ago


@Art11Trighton wrote:

@CCAndrew  @Rustyben 

 

Thank you both kindly for your replies! 

 

I will go down to my local Xfinity store tomorrow and exchange/replace :

 

1) The Main STB for a new STB

 

2)  Both the Pace Satellite Boxes for the XG2 STBs  @Rustyben  suggested. ***

 

 

Finally, may I ask what I need to do, if anything, concerning calling or notifying Comcast regarding the new STB serial numbers once I’ve installed the three new ones at home? 

 

I ask because while I was previously told at the Comcast store that I needed do nothing but swap out the old boxes for the new ones, I subsequently discovered I was required to call into Comcast to advise them of the new STB Serial Numbers before the new boxes would work.

 

Again, thank you both for taking the time to reply. I will post a follow up in this bookmarked thread Friday or Saturday. 

 

*** ETA-  @Rustyben  I just reread your relpy. I assume I can ADD ONLY 1 XG2 Box and a replacement Pace Satellite STB? 


just swap one of your XiD boxes for the XG2. each XG2 can support 3 other XiD/XiD/Xi5 set top boxes.

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Rustyben

Expert

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24K Messages

2 y ago

adding... change out one of the smaller boxes for the XG2 hub companion (same price). it has its own tuner and 3 it can loan out leaving all of your DVR's tuners available to use for recordings.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Frequent Visitor

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22 Messages

2 y ago

@CCAndrew  @Rustyben 

 

Thank you both kindly for your replies! 

 

I will go down to my local Xfinity store tomorrow and exchange/replace :

 

1) The Main STB for a new STB

 

2)  Both the Pace Satellite Boxes for the XG2 STBs  @Rustyben  suggested. ***

 

 

Finally, may I ask what I need to do, if anything, concerning calling or notifying Comcast regarding the new STB serial numbers once I’ve installed the three new ones at home? 

 

I ask because while I was previously told at the Comcast store that I needed do nothing but swap out the old boxes for the new ones, I subsequently discovered I was required to call into Comcast to advise them of the new STB Serial Numbers before the new boxes would work.

 

Again, thank you both for taking the time to reply. I will post a follow up in this bookmarked thread Friday or Saturday. 

 

*** ETA-  @Rustyben  I just reread your relpy. I assume I can ADD ONLY 1 XG2 Box and a replacement Pace Satellite STB? 

Frequent Visitor

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22 Messages

2 y ago

@Rustyben  @CCAndrew 

 

UPDATE: As suggested above, I exchanged my X1D satellite box for the XG2 and lo and behold, working like a dream!  

 

OF NOTE: While setting up the XG2 satellite box, I attempted to check the Signal Strength via Comcast Labs and the box reported it was UNKNOWN. 

Once the unit completes updating, I’ll look up the OSD code to view signal strength & SNR. 

CCAndrew

Diamond Problem Solver

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25.9K Messages

2 y ago

@Art11Trighton was your main box a DVR?

Frequent Visitor

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22 Messages

2 y ago

@CCAndrew 

 

Hello CCandrew- 

 

To answer your question, YES.  My primary STB is a newer one ( as mentioned in my OP above )  version 4 I believe featuring 4K Netflix &  Cloud DVR service.

This box is the very low profile unit with a single White Light in the center and NO time of day display. 

XarKhaan

Frequent Visitor

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11 Messages

2 y ago

I am now having this issue  main dvr box working great but small box in other room now  scrolls forever at welcome screen then goes to a screen saying theres a problem and to restart but restart does not fix   phone app says  System refresh is unavailable  becasue main tv box is offline?   Moca ligh on back of gateway is on as of time of this message   small box is CXD01ANI   main box is Px013anm

CCAndrew

Diamond Problem Solver

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25.9K Messages

2 y ago

What type of box is the small one. Your dvr model is the oldest X1 box there is
XarKhaan

Frequent Visitor

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11 Messages

2 y ago

CXD01ANI  its a tiny thing with a blue green light on the right side

 

CCAndrew

Diamond Problem Solver

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25.9K Messages

2 y ago

The moca light on the the gateway doesn’t need to be on. Try restarting the dvr and small box at the same time, pull power and plug it back in.
Rustyben

Expert

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24K Messages

2 y ago

if that doesn't work unplug the modem and reboot the small box. plug the modem back in after TVs are communicating again. 

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

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