Visitor
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2 Messages
X1 freezing and pixelating after router swap
My system had been working fine until I replaced by wifi router with a more powerful mesh system (ASUS XT8) a few days ago.
I did not touch the X1 box (Arris XG1v4) as part of this upgrade, just the router. Now the X1 system frequently freezes. The picture is okay, but the GUI will not respond to any command from the remote, although the white light on the front of the box dims when I press a button on the remote indicating it is receiving the input. The same is happening on the XiD-P box upstairs.
This may last for 30 seconds to 5 minutes, and then it will work for a bit before it freezes again. When this happens I will frequently receive an error message with code RDK-03033. In addition, the picture has started frequently pixelating. I have done two system refreshes with no improvement.
Has anyone else had this experience with a router swap? Is there a solution?
CCElizabeth
Problem Solver
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908 Messages
2 years ago
Hello @pkennedy1121
Thank you for bringing this issue to our experts here. I am sorry to hear of the cable troubles. You are in the right place for a solution, however!
The error code RDK-03033 can be an indicator of system or account issues. I will provide some common solutions to this error. Please give these steps a try and let us know the outcome.
1. Ensure that you have Internet connectivity and are not affected by a service interruption. Go to xfinity.com/support/status or use the Xfinity app to check for service interruptions.
2. All of your cable connections should be tight (if applicable) and make sure that the TV Box is not in a cabinet or behind an object that might obstruct the WiFi signal.
3. Power cycle the TV Box by unplugging it for 1-2 minutes and plugging it back in.
4. If you’re unable to power cycle the TV Box, try restarting it by saying “Restart TV Box” into your Xfinity Voice Remote or hold down the power button on your TV Box, if applicable. For more information, please see Restart Your X1 TV Box.
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CCElizabeth
Problem Solver
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908 Messages
2 years ago
Thank you for giving these solutions a try and updating us with the outcome! I would like to troubleshoot this further with you in a DM. Please send a direct message with your first and last name, as well as complete service address to "Xfinity Support". To do so, click on the chat icon located at the top right of this forums page.
1. Click "Sign In" if necessary
2. Click the "Direct Messaging" icon (upper right corner of this page)
3. Click the "New message" (pencil and paper) icon
4. Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list
5. Type your message in the text area near the bottom of the window
Press Enter to send your message
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