fq9228's profile

Contributor

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39 Messages

Wed, Jan 6, 2021 4:00 PM

XRE-10007

As a long time customer, I ordered the additional services (I already have cable internet and smart phones) from Comcast/Xfinity.

Current Equipment:

1. XG1v4-A

2. Xi6-T - 3 pcs ( I have four 4K tv sets in home )

3. Arris SBV3202

4. Wi - Fi Router Netgear Nighthawk AX5200

The code XRE-10007 is coming every day when I start the TV-s. I have to wait and make 2 - 3more attempts on Xi6 boxes to get the chanel I need. Sometimes cannot teak boxes repeating the steps..

Checked all connections and cables to eliminate common problems,

Restarted several times, modem, all boxes including XG1v4-A, repeated full setup twice.

Unfortunately, the same happened again and again - always after XG1v4 being longer time on idle.

BTW, changed several coax splitters in hope that will help. Also disabled power on sleep on all boxes including XG1v4 .

BTW, the Wi-Fi and wire speed is fast and blazing 600 MbPs with no interruptions at all.

Could not believe that all Xi6 boxes are not O.K. ?

FYI, everything I got from Xfinity was BRAND NEW except the DVR Box XG1v2-A.

This box was an used piece with some big and small scratches on the box. The box was wrapped only in some sort of transparent foil. I would greatly appreciate any suggestion how to fix this problem or exchange my XG1v4-A to another unopened brand new box.

One more info . . I am subscribed only on live TV, internet and Voice (Voip Phone). I do not have
purchased xFi, Flex or any other streaming service from Comcast / Xfinity which requires Xfinity gateway ("must have" ) with bridge mode disabled.

Appreciating reply from Xfinity official expert as soon as it possible . . . .

Thanks in advance, Nem

Responses

Accepted Solution

fq9228

Contributor

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39 Messages

5 m ago

Here is the "solution", at least for my hardware setting:

 

1. After you push the "Power" button, wait for few seconds - screen is still black.

2. Push the : "CH" (channel) button once up (or down, does not matter),

3. You will get the following message on screen:

"Sorry, that didn't go as planned"

"Let's try that again and see if that fixed things."

______________

"Try Again " (highlighted)

--------------------------

Execute this highlighted message by  enter button and  that is it!

 

All together, three symple steps until Xfinity fix this well known problem without

asking you to purchase the Flex or Xfi service with different hardware and so on . . .

 

It is obvious that after

"Sorry, that didn't go as planned"

Let's try that again and see if that fixed things.

Try again"

the problem WAS FIXED, but the wireless TV box or main DVR box DID NOT

memorize the  fix, so tomorrow you will need to do it again.

 

EDIT:
1. To replicate and check the above XRE-10007 problem, last night I changed the "scheduled" timing for Xfinity "Updates" from "2AM - 4AM" to  "12PM - 2PM" .
2. This morning all three TV sets with Xi6 boxes did not show The above error. All three TV sets went straight to last channel programs. I have shot off all three TV-s several times - no errors or blank screen.
3. Before noon turned my TVs on without errors again. Around 1:30 PM the info popped up, asking for an update or skip it.
4. I entered "Update", and after a few minutes the "update" was finished. All three TVs showed black screens.  I fixed this problem on each TV separately by pushing "CH up" once and then "enter",  as  I already described.  
5. My family members switched TVs on and off several times during the afternoon - no problems at all. I will wait for tomorrow's update to press "Skip" instead update - will see what is going to happen.
6. I have checked and confirmed that there were no updates since I got the boxes - Xfinity was just  restarting your boxes EVERY DAY  "in order to check that everything is OK"   ???
I will try to attach the screen pictures of the "updates",  to show you the messages shown on the screen during the updates and my "fix" steps.
Hope this will help some of you and guys  from Xfinity Customer support to fix this problem permanently. Maybe the appropriate version of the XRE runtime environment protocol  can help . . .

 

 

 

 

CCAndrew

Diamond Problem Solver

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25.9K Messages

5 m ago

You got an answer but you didn’t like it or can’t accept it or don’t believe it, not sure which

https://forums.xfinity.com/t5/Customer-Service/XRE-10007/m-p/3401147#M195473

Did you read the article?
https://www.xfinity.com/support/articles/wireless-tv-box-faqs
fq9228

Contributor

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39 Messages

5 m ago

Thanks for your prompt reply.
This is from your link that I did read :
Can I use my own modem or router?
The X1 Wireless TV Box will only work with customer-owned modems if you have upgraded from Xfinity Flex .Note: The X1 Wireless TV Box will not work with customer-owned modems unless you have upgraded from Xfinity Flex or Xfinity Wireless Gateways with bridge mode turned on. (???)
You right, I do not believe this because
1. I have been told and confirmed by xFinity CS several times before I purchased the new services, that my modem (Certified by xFinity) is 100% CAPABLE of handling XG1v4 and Xi6 boxes.
2. Looks that I have to purchase some more services like Xfinity Flex or Xfinity Wireless Gateways with bridge mode turned on. ??
Is this a technical problem or just another way to force customer to order some additional services?
Again I just wanted, live TV, and voice. Xfinity specialist proposed voice capable modem (my own or Xfinity owned - ANY WAY he said), XG1v4 box and Xi6-T wireless tv boxes. I believe that I already wrote it in my reply to you.

CCAndrew

Diamond Problem Solver

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25.9K Messages

5 m ago

Sorry but they are wrong about your personal modem and Xi6 but you can use it with Flex boxes, which are essentially Xi6 boxes with different uses
fq9228

Contributor

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39 Messages

5 m ago

Thanks again, but I found a very simple workaround to

wake up my Xi6-T boxes (each morning). After that ,

everything is OK until next morning.

I spoke with some networking engineers. They know that

problem can be solved with new firmware WITHOUT exchanging

my cable/voice modem for another piece (Gateway) which  I do need.

Spending money to get a new piece of hardware (Gateway) and new (Xfi service that I do not need), in order to wake up TV boxes sounds ridiculous and unacceptable.

BTW, I found some time to read almost all available Xfinity answers to this problem.

There are so many controversial and wrong answers connected to this known problem.

Some answers are, in fact, based on Error 10007. Unfortunately error 10007 can be caused by many different reasons and because of it,  customers and Xfinity support are frequently confused by giving the answer which can be OK for older models, but totally wrong for recent models.

New Poster

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1 Message

5 m ago

I'm having the exact same problem.  What solution did you find to wake the box each morning.   Thanks!

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