CCGwen's profile

Contributor

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235 Messages

Mon, Oct 6, 2014 2:00 PM

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X1 Technical Issues

Welcome to the new "X1 Technical Issues" thread. We ask that you post all of your X1 related technical issues (Audio, Set Top Box, etc.) here. 

 

Below, you will find links to X1 Help articles that may assist you in resolving your technical issue:

 

Xfinity TV: Basic Troubleshooting

Find and Troubleshoot Error Codes

 

Thank you in advance for posting!

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CCMichaelP

Regular Contributor

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251 Messages

5 y ago

Hello kafox15,

 

I am sorry to hear about your video issues and I would love to help resolve them. Would you please send a PM with your phone number and service address so I can investigate for you? Thank You

kafox15

Frequent Visitor

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11 Messages

5 y ago

Hello, been having issues for the past few weeks (on both X1 and non-X1 digital converter boxes) with specific HD channels freezing, tiling and audio cutting in and out. Doesn't seem to be affecting non-HD channels. We also have been having issues with the non-X1 boxes where the audio and video cut out for a few seconds and a message pops up telling us that a service interruption has been detected and to tune to channel 92, but the audio and picture come back before we have a chance to do that. Any idea what might be going on here? I have checked signal levels and they seem acceptable but not perfect. I checked all the coax cables I could access but couldn't find a short and none of them seemed obviously damaged. We did have an amplifier installed by a technician when we were having issues setting up X1 initially(a year or so ago). Wondering if there might be an issue with the drop? Can someone please double check my signal levels and MoCa to make sure everything is in spec? Thanks!

ThomT

Contributor

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193 Messages

5 y ago


@kafox15 wrote:

Hello, been having issues for the past few weeks (on both X1 and non-X1 digital converter boxes) with specific HD channels freezing, tiling and audio cutting in and out. Doesn't seem to be affecting non-HD channels. We also have been having issues with the non-X1 boxes where the audio and video cut out for a few seconds and a message pops up telling us that a service interruption has been detected and to tune to channel 92, but the audio and picture come back before we have a chance to do that. Any idea what might be going on here? I have checked signal levels and they seem acceptable but not perfect. I checked all the coax cables I could access but couldn't find a short and none of them seemed obviously damaged. We did have an amplifier installed by a technician when we were having issues setting up X1 initially(a year or so ago). Wondering if there might be an issue with the drop? Can someone please double check my signal levels and MoCa to make sure everything is in spec? Thanks!


I had a similiar problem a few weeks ago.  The service tech found no issues inside my house or outside, so they rolled a truck.  The outside tech found an issue in the neighborhood, that was traced to the fiber hub servicing us and many others.  The did their thing overnight and have had no issues since.

kafox15

Frequent Visitor

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11 Messages

5 y ago


@ComcastMichaelP wrote:

Hello kafox15,

 

I am sorry to hear about your video issues and I would love to help resolve them. Would you please send a PM with your phone number and service address so I can investigate for you? Thank You


PM sent. Let me know what you find. Thanks

CCPhill

Silver Problem Solver

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11.2K Messages

5 y ago

Hi kafox15, thank you and I have responded to your private message.

 

Thank you

kafox15

Frequent Visitor

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11 Messages

5 y ago

Thsnks. I PMd you but can we also continue the conversation here so maybe others can chime in? What were you seeing for power levels? How far out of spec are they?
Wendy730

Contributor

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40 Messages

5 y ago

I've been having box issues w/my receiver box, finally got a tech scheduled for Saturday as it disconnects, freezes, gives me RDK-03033 and RDK-03030 since last Friday.  How can I be sure the tech will bring a spare box in case its the connection and box? I made the appointment thru one of the reps in the forum.  

Rustyben

Expert

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24.2K Messages

5 y ago


@Wendy730 wrote:

I've been having box issues w/my receiver box, finally got a tech scheduled for Saturday as it disconnects, freezes, gives me RDK-03033 and RDK-03030 since last Friday.  How can I be sure the tech will bring a spare box in case its the connection and box? I made the appointment thru one of the reps in the forum.  


http://forums.xfinity.com/t5/X1/rhk-03033/m-p/2944157#M133715 gives you step by step fix to this problem. let us know how it worked.

Wendy730

Contributor

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40 Messages

5 y ago

Thanks, I've done all that, hence why the tech is coming out on Saturday, just wanted to know how to be sure they will be bringing a new receiver box as well if that is part of the issue.  

kafox15

Frequent Visitor

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11 Messages

5 y ago

Can someone from Comcast please respond to my latest PM or post a response here? I would like to do some troubleshooting on my own before having a tech come out, but need some guidance. Thanks

CCAndrew

Gold Problem Solver

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25.9K Messages

5 y ago


@kafox15 wrote:

Can someone from Comcast please respond to my latest PM or post a response here? I would like to do some troubleshooting on my own before having a tech come out, but need some guidance. Thanks


Got your PM, there's nothing that sticks out, in regards to the X1 boxes. The non-X1 boxes can't be checked remotely. If you're having issues with them an on-site tech is the best bet. Can you give details on how your cables are ran, splitters, amps etc.

kafox15

Frequent Visitor

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11 Messages

5 y ago

 


@CCAndrew wrote:

@kafox15 wrote:

Can someone from Comcast please respond to my latest PM or post a response here? I would like to do some troubleshooting on my own before having a tech come out, but need some guidance. Thanks


Got your PM, there's nothing that sticks out, in regards to the X1 boxes. The non-X1 boxes can't be checked remotely. If you're having issues with them an on-site tech is the best bet. Can you give details on how your cables are ran, splitters, amps etc.


The drop comes into a comcast installed amplifier. Our cable modem is plugged into the bypass port on the amp (I switched this a few days ago, previously it was plugged into one of the non-bypass ports). From the amplifier our main X1 box (living room) and one of our DTAs (kitchen) go through a splitter (-7dB ) and to the devices. From another port on the amp our other X1 box (master bedroom) and the other DTA (bedroom 2) go through a splitter and to the devices. I would like to do some troubleshooting on my own before having a tech sent out so any guidance is appreciated. Let me know if you need more details.

kafox15

Frequent Visitor

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11 Messages

5 y ago


@kafox15 wrote:

 


@CCAndrew wrote:

@kafox15 wrote:

Can someone from Comcast please respond to my latest PM or post a response here? I would like to do some troubleshooting on my own before having a tech come out, but need some guidance. Thanks


Got your PM, there's nothing that sticks out, in regards to the X1 boxes. The non-X1 boxes can't be checked remotely. If you're having issues with them an on-site tech is the best bet. Can you give details on how your cables are ran, splitters, amps etc.


The drop comes into a comcast installed amplifier. Our cable modem is plugged into the bypass port on the amp (I switched this a few days ago, previously it was plugged into one of the non-bypass ports). From the amplifier our main X1 box (living room) and one of our DTAs (kitchen) go through a splitter (-7dB ) and to the devices. From another port on the amp our other X1 box (master bedroom) and the other DTA (bedroom 2) go through a splitter and to the devices. I would like to do some troubleshooting on my own before having a tech sent out so any guidance is appreciated. Let me know if you need more details.


@CCAndrew Any advice you can offer me here?

kafox15

Frequent Visitor

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11 Messages

5 y ago


@CCAndrew wrote:
Is the dvr on the 3.5 leg of that splitter? I wouldn't worry about the secondary box too much. But I would upgrade it to an Xid for more functionality.

Its not a DVR (or at least we don't pay for DVR capabilities) but I believe it is on one of the 7 legs currently. I believe I tried both 3.5 and 7 to see if that would improve things but it didnt seem to make a difference. It was also home ran at one point but the downstream signal level seemed much too high. I can switch it back to a home run if you think that was a mistake.

 

What do the XiD boxes look like? We were originally sent a different X1 box for the secondary location that looked like a smaller version of the main box, but we were unable to get it to work. The tech that was sent out finally decided it was the "wrong box" after spending almost three hours installing the amp and troubleshooting our cabling. He swapped it out for the box we have now and it was working okay at the time (albeit much slower than the main box).

CCAndrew

Gold Problem Solver

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25.9K Messages

5 y ago

Is the dvr on the 3.5 leg of that splitter? I wouldn't worry about the secondary box too much. But I would upgrade it to an Xid for more functionality.
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