Community Forum

4K boxes require Xfinity Modem?

New Poster

4K boxes require Xfinity Modem?

I chatted with Customer Service to request 4K boxes for my TVs that are 4K, including a DVR.  I have my own cable modem and router so was told that the 4K boxes are wireless and require a leased Xfinity router/modem.  First, is this true, and second, does Comcast have a plan to allow the 4K boxes to work for customers with their own modems/routers?  Thanks.

 

Diamond Problem Solver

Re: 4K boxes require Xfinity Modem?

Yes and no. There’s a 4K dvr and doesn’t need a Comcast modem/gateway, there’s wireless boxes that depending on the dvr service you were inquiring about DOES need a Comcast modem/gateway. It’s possible you and the agent weren’t sure what the other was referring to, so I’ve escalated it up to an Official Employee that can go over your account needs in private

I am a Retired Official Comcast Employee
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a post as the Best Answer!
New Poster

Re: 4K boxes require Xfinity Modem?

Thanks! Upgrading my DVR would be great. That’s on my primary TV. That would leave my other TVs out. So there is no way to add non-DVR 4K boxes at this time? Ever?

Will wait for someone to reach out.
Expert

Re: 4K boxes require Xfinity Modem?


@RenanLlanes wrote:
Thanks! Upgrading my DVR would be great. That’s on my primary TV. That would leave my other TVs out. So there is no way to add non-DVR 4K boxes at this time? Ever?

Will wait for someone to reach out.

you would need a DVR or an Xg2 Hub (no DVR), a working and installed Xfinity rental gateway that has MoCA capability. the HD set top box is an Xi6 and must be able to receive a good signal from the wifi or you can connect the Xi6 via ethernet cable. 



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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!
Official Employee

Re: 4K boxes require Xfinity Modem?

Hi @RenanLlanes

 

I can send an updated DVR. Can you please send me a private message with your first and last name as it appears on your account? To send a private message, click on "ComcastChe" and then click "send a message." 

 


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!
Regular Visitor

Can you help with my 4k setup too?

Hey I got my own modem and was told the same thing as the OP. I dont want to get a modem, just the 4k box. Thanks

Expert

Re: Can you help with my 4k setup too?


@FTrieu109 wrote:

Hey I got my own modem and was told the same thing as the OP. I dont want to get a modem, just the 4k box. Thanks


if you have the x1 service, 4k is via a DVR (xg1v4) or as you described, an xb3/6/7 gateway with a wired/wireless xi6 set top box. Those are the only two set top boxes for 4k at this time.



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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!
Regular Visitor

Re: Can you help with my 4k setup too?

So should I call and ask for the xg1v4? Because all of the representatives say i need a new modem no matter what
Expert

Re: Can you help with my 4k setup too?


@FTrieu109 wrote:
So should I call and ask for the xg1v4? Because all of the representatives say i need a new modem no matter what

I have escalated your issue to the Comcast Team available to these forums. Check back often for a reply in this thread from a Comcast Official Employee.



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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!
Official Employee

Re: Can you help with my 4k setup too?

Greetings, FTrieu109! I appreciate you taking the time to reach out to us here on the forums. I hope you are having an amazing day! I certainly understand wanting to make sure you have the latest technology from Comcast to take advantage of your 4k TV. I would like to look into this for you. Can you please send me a PM with your first and last name so I may further assist you?

 

To send a private message, please click my name "ComcastMichael" then select "Send a Message" on the right side.


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!
Frequent Visitor

Wireless Cable Boxes/Customer-owned modem

This is more of a comment than a question.   Especially in light of current times, when more people are needing to be housebound and work remotely, I think that it is unreasonable for Xfinity to require leasing of their modem/router in order to have access to its wireless cable boxes and home security services.  Our family invested a lot of time and money in buying modems and routers, and Xfinity should find a way to provide their wireless cable/home security services in such circumstances.

Diamond Problem Solver

Re: Wireless Cable Boxes/Customer-owned modem

You can get home security if you own your own modem, you just need a special Netgear router installed.
Instead of using wireless boxes, use a Roku(and save money on renting a cable box) or a wired cable box

I am a Retired Official Comcast Employee
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a post as the Best Answer!
New Poster

Re: Can you help with my 4k setup too?

Same issue here, no 4k box without Comcast modem (per rep). 

Expert

Re: Can you help with my 4k setup too?


@racaraballo wrote:

Same issue here, no 4k box without Comcast modem (per rep). 


ask if the xg1v4 (no clock) DVR is available in your area? 



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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!
Regular Visitor

Re: Can you help with my 4k setup too?

I'll second this as well.  I was also told that I cannot get a 4K box unless I rent a gateway (chat ID was 332245694370333633 for reference).  I even said I want a XG1v4 so they knew exactly what I wanted.  The FAQ page does not say that I need to do this.

https://www.xfinity.com/support/articles/uhd-4k-faqs

 

Can someone from Comcast please clarify this?  Super frustrated.

Expert

Re: Can you help with my 4k setup too?


@Swenny wrote:

I'll second this as well.  I was also told that I cannot get a 4K box unless I rent a gateway (chat ID was 332245694370333633 for reference).  I even said I want a XG1v4 so they knew exactly what I wanted.  The FAQ page does not say that I need to do this.

https://www.xfinity.com/support/articles/uhd-4k-faqs

 

Can someone from Comcast please clarify this?  Super frustrated.


in some markets,  there are no new home DVR equipment being supplied, just the xi6 MoCA over wifi (needs the xb3/xb6/ or xb7 Xfinity device). If you can get a physical xg1v4 DVR for your home (it connects to coax) then the customer owned vs rental xb gateway/modem is not needed for 4k on that set top box.



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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!
Regular Visitor

Re: 4K boxes require Xfinity Modem?

I am having the same problem as many others describe.  I have a customer owned modem, and an XG1v4 DVR for one 4k TV and have an Xi6 box on the other 4k TV.  The Xi6 constantly gives error code XRE-10007.  Had a technician troubleshoot the problem and was also informed that i need to rent a comcast modem to resolve the problem.  I asked why they couldn't install a second, wired (coax) box such as the XG1v4 and was told that i would have to pay for the second DVR if i wanted to do that.  This makes no sense - i'm paying a lot for X1 service, but can't get a simple TV box to support all the features I'm paying for.  Please help resolve this.

Expert

Re: 4K boxes require Xfinity Modem?


@rppkbp wrote:

I am having the same problem as many others describe.  I have a customer owned modem, and an XG1v4 DVR for one 4k TV and have an Xi6 box on the other 4k TV.  The Xi6 constantly gives error code XRE-10007.  Had a technician troubleshoot the problem and was also informed that i need to rent a comcast modem to resolve the problem.  I asked why they couldn't install a second, wired (coax) box such as the XG1v4 and was told that i would have to pay for the second DVR if i wanted to do that.  This makes no sense - i'm paying a lot for X1 service, but can't get a simple TV box to support all the features I'm paying for.  Please help resolve this.


currently the xi6 needs the Xb3/xb6/xb7 gateway/modem to be able to give you your programming.  you can add a coax connected 2nd xg1. 



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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!
Regular Visitor

Re: 4K boxes require Xfinity Modem?

@Rustyben I asked the technician to install an XG1v4 box to resolve the problem and he told me that he couldn't do that unless i paid a monthly fee for the second DVR.  He gave me his supervisors phone number but nobody picks up when i call.  It's incredibly frustrating to spend hours trying to get this resolved when the solution is obvious to everyone, you included, but Xfinity doesn't resolve it.  Service like this is the reason that customers switch to other providers as soon as they become available.  

Contributor

Re: Can you help with my 4k setup too?

 

QUOTE:

"If you can get a physical xg1v4 DVR for your home (it connects to coax) then the customer owned vs rental xb gateway/modem is not needed for 4k on that set top box."

 

Just for the clarification and straight answer:

Does it mean that  customer owned modem is OK, or I have to have rented the Xfinity modem or any other Xfinity service to be free of errors?

BTW I did order and got XG1v4 and Xi6 boxes after several live conversations with Xfinity Customer service.

Before I ordered the equipment, I was clearly emphasized that I have  my own Xfinity approved MODEM with voice/phone capability (transcript available).

 

Expert

Re: Can you help with my 4k setup too?


@fq9228 wrote:

 

QUOTE:

"If you can get a physical xg1v4 DVR for your home (it connects to coax) then the customer owned vs rental xb gateway/modem is not needed for 4k on that set top box."

 

Just for the clarification and straight answer:

Does it mean that  customer owned modem is OK, or I have to have rented the Xfinity modem or any other Xfinity service to be free of errors?

BTW I did order and got XG1v4 and Xi6 boxes after several live conversations with Xfinity Customer service.

Before I ordered the equipment, I was clearly emphasized that I have  my own Xfinity approved MODEM with voice/phone capability (transcript available).


without the XB3/6/7 gateways, the xi6 willoperate as an IP device and will not be able to play recordings on your home DVR (recordings currently in cloud are stereo 2.0). with an xb gateway, the xi6 will be connected to the in-home MoCA, and be able to use a tuner and playback recordings that are on the home DVR. 



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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!
Contributor

Re: Can you help with my 4k setup too?

Just confirmed - connecting to my own modem/voce (ARRIS SBV-3202),  I installed my XG1v4-A and three STB boxes Xi6-T. I can record and play on all devices the recorded material and watch live TV.  The only caveat is that after longer idle time,  Xi6 STB-s should be wake up by changing the previous channel up or down. After this small trick everything is OK during the rest of the day. The error code shows XRE-10007 which actually means nothing (somehow generic) because it can be caused by many different reasons. In fact, I can live with this as I did not find the fix for it . Reading almost the entire Xfinity community help to customers with a setup similar or identical to mine,  did not get the right answer. I hope that some future firmwares will fix this gleach.

Thanks again for helping.

Expert

Re: Can you help with my 4k setup too?


@fq9228 wrote:

Just confirmed - connecting to my own modem/voce (ARRIS SBV-3202),  I installed my XG1v4-A and three STB boxes Xi6-T. I can record and play on all devices the recorded material and watch live TV.  The only caveat is that after longer idle time,  Xi6 STB-s should be wake up by changing the previous channel up or down. After this small trick everything is OK during the rest of the day. The error code shows XRE-10007 which actually means nothing (somehow generic) because it can be caused by many different reasons. In fact, I can live with this as I did not find the fix for it . Reading almost the entire Xfinity community help to customers with a setup similar or identical to mine,  did not get the right answer. I hope that some future firmwares will fix this gleach.

Thanks again for helping.


since you do not have an xb3/6/7 gateway the xi6 devices do not communicate with your xg1v4 and essentially are the same as using a roku/amazon fire TV device being used. The xb* gateway provides MoCA over ethernet/wifi to the xi6 devices. more info: the xg1v4 has 6 tuners to use to record or loan out. If you did have the xb* gateway your available tuners to watch/record would only be '3' as other 3 would be used by the 3 xi6 devices. if you get the xb* and use it 'not' in bridge mode it would be best to swap one xi6 for an xg2 (coax connected) that has 3 tuners to loan out which keeps the DVR's tuners all available to the DVR.



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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!
Contributor

Re: Can you help with my 4k setup too?

QUOTE:
"The xb* gateway provides MoCA over ethernet/wifi to the xi6 devices . . ."

 

I have checked connected devices on my Wi-Fi home network - all three Xi6 boxes and one XG!v4-A DVR box are visible with their local IP numbers (like 192.168.1 .33 etc) with their respective MAC IDs ? What this does tell you about comunications between DVR and TV boxes? Or this does not matter at all . .?   BTW, DVR was shown as wired device. The Xi6 boxess are shown as wireless devices.
I will greatly appreciate your opinion.

Expert

Re: Can you help with my 4k setup too?


@fq9228 wrote:

QUOTE:
"The xb* gateway provides MoCA over ethernet/wifi to the xi6 devices . . ."

 

I have checked connected devices on my Wi-Fi home network - all three Xi6 boxes and one XG!v4-A DVR box are visible with their local IP numbers (like 192.168.1 .33 etc) with their respective MAC IDs ? What this does tell you about comunications between DVR and TV boxes? Or this does not matter at all . .?   BTW, DVR was shown as wired device. The Xi6 boxess are shown as wireless devices.
I will greatly appreciate your opinion.


using your 'DVR' remote use voice command 'about' what is rest of line to right of STB Version?



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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!
Contributor

Re: Can you help with my 4k setup too?

The STB version:

 

AX014AN_4.4p19s1_PROD_sey

Thanks.

STBversion.jpg
Expert

Re: Can you help with my 4k setup too?

the xg1v4 has no wifi capability. that is why I asked for the model number - was thinking it may be another device.



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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!
Regular Visitor

Re: Can you help with my 4k setup too?

Lots of interesting discussion, yet I still can't watch 4K content on my second TV unless I rent a comcast modem or rent a second DVR.  How about resolving the problem . . . .

Contributor

Re: Can you help with my 4k setup too?

Sorry, but I have to rephrase my question, despite I wrote in my previous mail that

DVR XG1v4 is connected as a WIRED device.

 

1. On my RAX48 router, DVR XG1v4 is shown as a WIRED device.

 

2. Xi6-T,  slave TV boxes are shown as WIRELESS devices.

 

3. They ALL are also shown on my LAN network.

 

4. On the router "Attached" devices, XG1v4 WIRED)  is attached always  - the Xi6 TV wireless boxes are shown attached (wireless) only when they are in use,  respectfully one, two or all three of these.

 

Still, my question is the same, since I have seen many controversial answers to this topic.

I am still searching for the appropriate answer why every morning I have "manually" wake-up my TV boxes Xi6. It is a simple task - channel up or down and push on the highlighted  info "try again"  (XRE-10007).  No big deal, but it would be nice to fix it.

 

Expert

Re: Can you help with my 4k setup too?


@fq9228 wrote:

Sorry, but I have to rephrase my question, despite I wrote in my previous mail that

DVR XG1v4 is connected as a WIRED device.

 

1. On my RAX48 router, DVR XG1v4 is shown as a WIRED device.

 

2. Xi6-T,  slave TV boxes are shown as WIRELESS devices.

 

3. They ALL are also shown on my LAN network.

 

4. On the router "Attached" devices, XG1v4 WIRED)  is attached always  - the Xi6 TV wireless boxes are shown attached (wireless) only when they are in use,  respectfully one, two or all three of these.

 

Still, my question is the same, since I have seen many controversial answers to this topic.

I am still searching for the appropriate answer why every morning I have "manually" wake-up my TV boxes Xi6. It is a simple task - channel up or down and push on the highlighted  info "try again"  (XRE-10007).  No big deal, but it would be nice to fix it.


using the remote for your DVR use the about command. what is the rest of the line to the right of STB Version?



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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!
Contributor

Re: Can you help with my 4k setup too?

I have already responded to your question:

 

The STB (XG1v4-A)  version is:        AX014AN_4.4p19s1_PROD_sey

Is there anything wrong with my XG1v4-A  ???

 

The STB version of all three my XiG-T boxes is:    TX061AEI_4.4p19s1_PROD_sey

Is everything O.K. with my XiG-T  boxes ??

 

Appreciating your help.

Contributor

Re: Can you help with my 4k setup too?

As you asked again the same question, here is attached the entire "About" info

of my XG1v4-A   DVR.

 

about.jpg
Expert

Re: Can you help with my 4k setup too?


@fq9228 wrote:

I have already responded to your question:

 

The STB (XG1v4-A)  version is:        AX014AN_4.4p19s1_PROD_sey

Is there anything wrong with my XG1v4-A  ???

 

The STB version of all three my XiG-T boxes is:    TX061AEI_4.4p19s1_PROD_sey

Is everything O.K. with my XiG-T  boxes ??

 

Appreciating your help.


OK it is xi6 not G a wireless companion that connects to an xg3/6/7 gateway/modem.  That means you have an XB3/6/7 gateway/modem that has MoCA connectivity. that wired connection is MoCA over coax to the DVR not wireless. Each of the 3 maximum xi6 devices connects to the XB* gateway via wifi and from there is connected to the tuners and recorded programs on the Xg1v4 DVR. if you have a live coax connection at one of the locations that does not need 4k, you can swap it for an xg2 that has 3 tuners extra to loan to other xi3/xiD/xi5/xi6 set top boxes. the benefit to you is that the DVR will then have all 6 tuners available to record programs since the Xi* devices will not use the tuners. With 3 xi6 devices your DVR has only 3 tuners left and if watching a live channel that means only 2 recordings can be made at the same time. 

  If any questions, will be glad to address. 



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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!
Contributor

Re: Can you help with my 4k setup too?

First, sorry for my typo, the TV boxes are Xi6-T as you notest.

BTW, in ones of my previous posts I emphasized exactly all my hardware:

Modem/voce ARRIS SBV-3202,   XG1v4-A DVR box andand three STB boxes Xi6-T. That
is ALL what I have and I was advised from Xfinity CS, before ordering live TV service and Voice phone.
BTW, all TV sets are 4K capable. That is why I was advised to install Xi6-T boxes.

I DO NOT HAVE GATEWAY as you concluded. That is why I would like to know more details about showing my boxes in my router LAN  and Wi-Fi setting.

I guess the XRE-10007 error that I experienced every morning was caused by the wrong version of the Xfinity Runtime Environment protocol which does not recognize my setting. Actually, I do have a symple workaround (two more buttons push on my remote). That makes no more errors all of the day until the next Xfinity "update" which was scheduled by default between 2AM - 4AM EACH DAY.

 

Again I guess that this everyday "update" or "system check" (as it was explained in preference settings), causes the repetition of the same error which was actually fixed the previous previous day.

One more opinion - the workaround and a couple of on screen messages are identical to ones when I had during  finishing the very first initial setting of my boxes.

Expert

Re: Can you help with my 4k setup too?

using your own gateway and not the Xfinity gateway with MoCA capability means the xi6s are connected via stream not able to see/reach your in-home DVR in the same way a Roku or Amazon FIre TV device communicates. the xi6 is designed to connect to an xg1* or xg2 to use an in-home QAM tuner and to the DVR for playback of recordings. you can get unlimited data and rental of the Xfinity gateway for just $25/month and if needed (per Xfinity site scan study using the xb3/6/7 gateway) Pods to give full coverage throughout your home. 



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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!
Contributor

Re: Can you help with my 4k setup too?

Thanks for your prompt response!

Just to be clear - I do not have my own gateway. As I already wrote that I am using the following hardware recommended by Xfinity Customer service:


1. My own Xfinity certified modem with voice capability -  ARRIS SBV3202
2. DVR  XG1v4-A connected to main TV set
3. Three Xi6-T  tv setup boxes connected to 3 other 4K TV sets

Nothing else . . .  because I wanted only live TV service with DVR and voice (phone) service.
Again, I was advised TWICE by Xfinitu Customer service that the above hardware
is appropriate for LIVE TV services, 4K tvs, voice and DVR without cloud recording.
Everything works perfect - I can watch TV, I can record on my DVR box not using Cloud, and I can use Xfinity VOIP services.  The ONlY problem is caused by this famous XRE 10007 which goes always after Xfinity is "updating" (in fact restarting) my boxes - EVERY SINGLE DAY).  I can live with this in hope that Xfinity will fix it one day or so.
I have some older people in my house who cannot understand why it is necessary to use  3 different remote buttons in order to watch TV? They should use the power button,  then the Ch (up or down) button and finally "enter" which actually will fix the 10007 problem, unfortunately ONLY UNTIL next Xfinity forced restart of  my equipment ?  Obviously the smart remotes or smart TV boxes or Xfinity system cannot memorize the above explained button sequences to get TV working.

Thanks again for your precious time and your advice to buy some additional services which may probably will fix this small technical problem.

Expert

Re: Can you help with my 4k setup too?

xfinity certified does not mean leased. if you are already leasing a gateway for $14/month then it is only $11 to add an xb3/xb6/xb7 which will communicate perfectly with the Xi6 devices.



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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!
Contributor

Re: Can you help with my 4k setup too?

I already stated that I have been told by Xfinity Customer support TWICE that

my hardware with my own modem /voice is ENOUGH for the service I wanted.

I do not want to purchase, lease or spend additional uncertain money, in order to  TRY to fix this simple technical  problem (not my fault).

If there is no technical fix for this small technical problem,   I can certainly live with this rather than be pushed to spend some additional money.
In hope one day eventually you will inform me that this problem was fixed.
Thanks for all your time and attempts to answer my sincere questions.

All the best to you!

Expert

Re: Can you help with my 4k setup too?


@fq9228 wrote:

I already stated that I have been told by Xfinity Customer support TWICE that

my hardware with my own modem /voice is ENOUGH for the service I wanted.

I do not want to purchase, lease or spend additional uncertain money, in order to  TRY to fix this simple technical  problem (not my fault).

If there is no technical fix for this small technical problem,   I can certainly live with this rather than be pushed to spend some additional money.
In hope one day eventually you will inform me that this problem was fixed.
Thanks for all your time and attempts to answer my sincere questions.

All the best to you!


using your own gateway, the xi6 will not be able to connect on your in-home MoCA. that means each xi6 will work with only TVip and will continue to try to connect (with errors) to an xg1/xg2 via MoCA (over wifi).  Have you considered just using roku or fire TV devices instead of xi6?



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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!
Contributor

Re: Can you help with my 4k setup too?

 

"using your own gateway, the xi6 will not be able to connect on your in-home MoCA. that means each xi6 will work with only TVip and will continue to try to connect (with errors) to an xg1/xg2 via MoCA (over wifi).  Have you considered just using roku or fire TV devices instead of xi6?"

 

I have stated 3 times that  I am not using ANY gateway - I AM USING MY OWN cable modem with voice ARRIS SBV3202 (Xfinity approved and recommended by Xfinity Customer  Service before signing my contract).

The main box (DVR)  XG1v4 (connected VIA  coax cable) NEVER . .  NEVER had the 10007 runtime error.  Only,   Xi6 boxes have this error each time after the power outage or Xfinity overnight restarting.  Fortunately, the workaround is so easy: "Power" on,  "CH" down and "Enter".  These two additional steps are being memorized in the system until the next Xfinity overnight restart (so called "update"), or power failure in home.  In the meantime, I can power ON/OF my TVs with  Xi6 boxes as many times as I can, without repeating this error.  If the  main box XG1 can keep memorized these connection workaround (fix) all of the time UNTIL being actually reconnected/restarted, then something is wrong with the initial wireless communication between XG1  and Xi6  TV boxes.

 

BTW, are you seriously thinking that ROKU or FireTV can replace my Xfinity live TV services??

 

 
Diamond Problem Solver

Re: Can you help with my 4k setup too?

@Rustyben
Give up they won’t listen to reasoning, I tried too
https://forums.xfinity.com/t5/X1/XRE-10007/m-p/3405146#M196207

I am a Retired Official Comcast Employee
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a post as the Best Answer!
Contributor

Re: Can you help with my 4k setup too?

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 . . .

XREpictures.jpg
Contributor

Re: Can you help with my 4k setup too?

CCAndrew, Diamond Problem Solver
‎01-17-2021 07:32 PM
Re: Can you help with my 4k setup too?

"Rustyben, give up they won’t listen to reasoning, I tried too"

 

If you don't have an answer to a question, just admit it in a matter-of-fact way without feigning embarrassment, disappointment, or any other negative reaction.
Thanks, 

fq9228