2 Messages
recurring error RDK-03036 when using MOCA adapters
Hi,
I have Xfinity cable with:
- five TV cable boxes (XiD-c, xfinity.com/x1, Model CiSCO CDX01ANI)
- xFi Gateway.
The gateway is MOCA-enabled.
I added three Hitron Bonded MoCA 2.5 Adapters (1 Gbps Ethernet, 2.5 Gbps Over existing Coax Cable) from Amazon:
https://www.amazon.com/Hitron-Ethernet-existing-Backbone-Streaming/dp/B08MQG6T61?th=1
Setup was easy and yielded identical speeds out of the Gateway and the MOCA adapters. The problem is that every 3-4 days the internet speed out of the MOCA adapters degrades by more than 10x, to the point where it becomes unusable, and all of the TV cable boxes (except for the main one next the Gateway), stop working with error RDK-03036:
Sorry, there seems to be some trouble
Please tighten your cable connections, and then restart your TV
Box. This can often fix common issues.
Restart
RDK-03036
What's especially interesting is that I never get this error if the MOCA adapters are not connected.
Once the error occurs, the only way to resolve it is (in this order):
- unplug all MOCA boxes
- unplug Gateway, wait 10 seconds, plug Gateway back in
- once Gateway is back online, from the main TV box go Settings -> System Refresh (the longer 10-20 minute refres, not the quick restart)
- plug all MOCA boxes back in
Do folks have any ideas or suggestions what may be causing this? I have tried calling customer support a couple of times but they were not even aware they were supporting MOCA. So, I would love it if I can do some homework first so that if I do have to talk to them, I know specifically what I am asking for.
Thank you!
XfinityMarcos
Official Employee
•
2.3K Messages
2 years ago
Hello @user_f55114, thank you for coming to our forum for help with that connection/cable box error you keep running into. That's pretty strange you keep running into this issue as consistent as you have been, I definitely get why you reached out. I don't have a direct way to test your particular network set up, but I can take a look at the signal going to your home when the issue is present. I can also run some remote troubleshooting steps to verify if this is something we can identify and resolve in a chat. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?
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