Regular Visitor
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4 Messages
XiD-P box = error XRE-10007 = no live tv, just black screen
HI,
Like others here we're having issues with the XiD-P box:
Like others I've seen posted here we have an x1 box (Arris model AX013ANM) plus a XiD-P box: the tv attached to the XiD-P box shows a black screen when attempting to watch live tv but works with recorded materian, on demand etc. When attempting to change channels it tells us that ll devices must be restarted, and when restarting it it constantly reports that a household update is in progress (24 hours a day???). This is the second XiD-P box as we've already swapped it out when the previous box was doing the same thing. So no change by swapping the box.
The X1 box works fine (though we did have to swap it out in the past as it wasn't playing Peacock, Prime, etc.)
I've seen other postings about this but most answers have been archived off so they're no help. I have done the usual trouble shooting (tightening cables, etc. ) to no avail and I can't count the number of restarts we've endured. On other postings I've seen mention of a MOCA - there's not one in my configuration that I'm aware of. All of this was wired by Comcast/Xfinity technicians and is pretty simple: a single cable comes into the house to a splitter which sends the signals to:
the X1 box
the XiD-P box
the cable modem
and a comcast box that's attached to an old, non-hd tv.
Please advise where I go from here. Do I need a tech to come out?
Thank you!
Glenn Les
Responses
Accepted Solution
ComcastMorgan
Official Employee
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2.5K Messages
6 m ago
It was a pleasure working with you, gjl000. We're happy to hear the problem was fixed with the tech visit. Please keep us in mind here in the Community if you need assistance in the future. Take care!
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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CCAndrew
Diamond Problem Solver
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25.9K Messages
7 m ago
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gjl000
Regular Visitor
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4 Messages
7 m ago
Thanks for the reply CCAndrew!
As suggested, I restarted both boxes, no change in behavior.
I replaced the coax from the splitter to the XiD box and restarted, no change in behavior.
As a side note, I tried viewing a recording from the X1 box on the Xid box and it showed it was getting the recording from the "DVR", not the cloud. Can I assume that the two boxes are talking to each other at least that much?
Lastly, you mention the "MOCA". I'm not aware of a MOCA anywhere in my house. Should there be one? Is it in the X1 box?
Thanks!
Glenn Les
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Rustyben
Expert
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24K Messages
7 m ago
MoCA is a method of radio frequency communications between (in this case) set top boxes in the home. it isn't a device just another frequency like all coax signals.
If you call 800-Comcast and select billing and have the agent activate that set top box to your account.
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gjl000
Regular Visitor
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4 Messages
7 m ago
Thanks Rustyben!
Trying to get a human on the line is a joke. I do know that all boxes were authorized when initially installed and they show up on my Xfinity account page. Why do I need to ask billing to authorize them?
GL
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Rustyben
Expert
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24K Messages
7 m ago
as mentioned above by @CCAndrew it is inactive so call them to activate on your account or swap at your local xfinity store.
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ComcastMorgan
Official Employee
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2.5K Messages
7 m ago
Hi, gjl000. It looks like we might need to get a tech out to fix the communication issue with your equipment. If you're interested in doing that, please send me a PM with your first and last name.
To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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