tony_w's profile
tony_w
Discussion Driver
Rousing Reactor
Much Appreciation

Regular Contributor

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56 Messages

Sat, Jan 9, 2021 5:00 PM

XRE-03059 error

I have been getting XRE-03059 errors recently. It's usually on ABC, and occasionally on Lifetime channel. Today for the first time it was on FOX, right in the middle of the Rams/Seahawks game.

 

I know this is a tuner signal error, probably due to my use of a splitter. It happens pretty rarely, so it rarely bothers me. In this particular case with FOX I can tune to the non-HD channel (12) if I really want to when the HD channel (190) spits out that error. (What I believe is the HD streaming channel (1032) also spits out the error.)

 

But here's the odd thing: If I record the HD channel (190) I can then go into the DVR and start watching the recording, right up to the current live time, and it's fine. Just like watching it live.

 

I have had techs out to the house and they just tell me my signal levels are fine, even with the splitter. Unfortunately I think the only way to get them to do anything is for them to actually be here when the problem is occurring (Murphy's Law at work.) But I have also gone into the DVR diagnostic menu both when it's working and when I'm seeing the error code and the signal levels are always the same.

 

So for people who have this problem (I have seen quite a few posts about it), try recording the problem channel and then start watching the recording. Works for me.

 

Responses

CCAndrew

Diamond Problem Solver

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25.9K Messages

4 m ago

You are actually watching a cloud copy of the show recorded. A tech needs to look at the individual frequencies of the channel that gets the error code
tony_w

Regular Contributor

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56 Messages

4 m ago

Yes, I know. I said I have had techs out to the house but they cannot do as you say unless the problem is happening at the exact time they are here. When they are here, things are running smoothly, thus they think nothing is wrong.

 

It's the same thing with the cable going out in my neighborhood during a moderate rain storm. They can tell when I call that there is a problem ("Yes, there is an outage affecting customers in your area."), but by the time the tech arrives (days later) the storm is over and everything is working, thus they think nothing is wrong. At least they offer to give me a bill credit for the day every time it happens.

 

The last tech that was here told me the upstream power level of 57 on my DVR was fine, which I'm pretty sure is not true. Sounds awfully high to me. And that was without the splitter.

 

The upstream levels on my X1 modem/router also seem to be on the high side (52-53) but I don't notice any internet problems (unless it's raining and the whole neighborhood goes down.)

 

Anyway, thanks for letting me know my recording is actually a cloud copy. That makes sense. It's close enough to watching live...a few seconds behind my rooftop OTA (which is always the case anyway) but a few seconds ahead of my brother's YouTube TV streaming, so I'm fine with it in these cases.

 

Would be nice to get a solution from Xfinity, but I gave up on that long ago. Not sure how I can get a tech out here at the exact moment the error code problem is occurring. And they know about the storm outages (multiple people in my neighborhood report it every time) but they never do anything. Guess we're just supposed to live with it.

 

CCAndrew

Diamond Problem Solver

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25.9K Messages

4 m ago

The upstream for both your dvr and modem are considered out of spec. I’ve escalated it up to an Official Employee to help you getting the right person out
CCAndrew

Diamond Problem Solver

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25.9K Messages

4 m ago

It’s been escalated again, unfortunately I have no control on timing
tony_w

Regular Contributor

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56 Messages

4 m ago

Any idea when or how I might be contacted? I haven't heard anything yet.

 

soulwise2

Contributor

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51 Messages

4 m ago

same in my area cold or wet weather affecting signal in seems more frequent with every thing moving to wifi all the apps added on the platform etc.
tony_w

Regular Contributor

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56 Messages

4 m ago

4 days since you escalated this, and still no word from Xfinity.

 

I do appreciate the attempt, but this is what I have come to expect. I have been escalated on the phone too, with promises of a call back or an email, and I never hear another word. I always end up having to call back and then explain the entire situation again from the beginning because apparently they do not attach any notes to my account like they say they do. Very, very frustrating.

 

Official Employee

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2.5K Messages

4 m ago

Hi, tony_w. Thank you for posting here in the Community for support, we're happy to have you here. I really appreciate your patience as you awaited our reply. This most certainly sounds frustrating and I can definitely step in and help out with getting another appointment scheduled to get your signals leveled out within spec, along with following up with you afterward to ensure we've reached a solution. To begin, please send me a PM with your first and last name. We will continue from there. 

 
To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.  
 
Thanks!
I am an Official Comcast Employee.
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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tony_w

Regular Contributor

 • 

56 Messages

4 m ago

As requested I sent a private message 2 days ago. Still waiting for a reply...

 

ComcastChe

Official Employee

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6.1K Messages

4 m ago

We apologize for the delay @tony_w! I've had the chance to reply to your private message and look forward to helping get this resolved. Chat with you soon. 

I am an Official Comcast Employee.
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.
Was your question answered? Mark the post as Best Answer!tick
tony_w

Regular Contributor

 • 

56 Messages

4 m ago

I have been speaking to three (so far) different Comcast people over the past three days about this. Each time I get a seemingly different response.

 

For example:

 

"I took some time looking into the health history in your area and it seems that while there have consistently been different issues (mostly plant-related), we have also been continuously sending teams out to repair each issue. Right now it looks like our teams are trying to identify and repair frequency issues."

 

Followed by this from a different person:

 

"Looking into your area I see strong signals, as well as your equipment seems to be running at optimal conditions."

 

The first person wanted me to wait until some "planned maintenance" was completed on Jan 25 before going any further, while the second person wanted to send a tech out to me immediately.

The second person apparently didn't even read the chain of previous messages before replying because he was assuming my signal-related issues (which are new) were somehow being caused by weather outages (which have been happening for years). The two problems are actually not related at all.

 

The same thing happens when I call on the phone. Nobody seems to know the history of the problems, and the answers they give are all over the place. And at the end of the day, nothing gets fixed.

 

But they all know how to apologize! Yes, they are very good at that. Almost every response begins with something like this:

 

"I truly apologize for the inconvenience and miscommunication."

 

"I absolutely understand your frustration with this."

 

"We truly appreciate your patience"

 

This is part of why it's so frustrating dealing with Comcast customer support. Can't get a straight answer. Can't even get consistent information. And worst of all, can't get my problem fixed.

 

If Comcast wasn't a monopoly in my area, I would have switched to someone else long ago. This is ridiculous. I'm paying way too much for this subpar service.

 

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