Do I need a different box?

[Impetuous]

I have a problem that popped up while I was away for a few days. I have 3 STBs a Xi6 Wireless (AX061AXI) and two XiD-P or XIDX1s (PXD01ANI).

This setup was working fine. Ther was an ordering hiccup which caused Comcast to cancel my tv service and add voice only instead of adding voice to my current services.... but that was resolved with one call to customer service and I got an even better plan for nearly the same price.  Again all TVs were displaying fine.  

So I leave for 4 days to come back to the dreaded XRE-10007 error. The Xi6 just needed to be reset and live TV came back fine. The other two XiD-P boxes have never worked (it's been 2 days now). No matter how many reboots, power cycles, system refreshes etc... still nothing.

i talk with support who tells me I need an "XG1 standard" for my system to work. I'm assuming she means XG1V4 which is a DVR box. I get that this box has tuners and the Xi6 does not but... THIS WAS WORKING FINE. How do I suddenly need new hardware?

also the rep at the xfinity store gave me the wrong box after asking for the "xg1 standard". He gave me another XiD-P, which just left me with 3 non working STBs. I took it back and got the Xi6 back. Now it's even harder to trust that I need a new box... I'm tempted to just ask for a tech to come out.

help please!

[lesmikesell]

You need enough tuners on some box(es) in the house to support the nuber of TVs you have.  And it the one with the tuners happens to be locked up or something (it happens) you might need to restart it to make anything work.   Sending a 'system refresh' from your web account login or the 'xfinity account' app might help.

There is a list of all the box types with the tuners, etc. each has here: https://www.xfinity.com/support/articles/x1-hub-vs-companion-box

The xg1v4 is probably the best of the bunch, especially if you have a 4k TV.

[Impetuous]

Thanks for the reply. Ok  I'm familiar with that link. From the looks of it... I don't have any tuners on any of these boxes. But why would I be set up with these boxes and further more how was it working without tuners? 

im not asking you @lesmikesell  I'm just still mystified as to how it ran for a few weeks without this other box.  Recall I had a tv signal even before the install tech plugged in the Xi6. So confusing 

Ill try a hard reset and just unplug everything. I think I have to wait 24 hours for another system refresh. Worst case I'll go get this other box tomorrow. 🤷🏾‍♂️

[lesmikesell]

There have been some posts here about boxes that played stereo instead of surround sound or always used the cloud DVR instead of one in the home and I got the impression that they can connect to the equivalent of the streaming service in some cases if they are unable to reach the primary box in the home.

[CCAndrew]

@Impetuous
I’ve escalated it up to a colleague, I’ll wager your old plan was an IP plan and the new plan is asking for different equipment. They can look at what you had previously and what they have you signed up for now

[Impetuous]

Thanks, The plan change is the only thing that makes sense. @CCAndrew , It just continued to work until a nightly update or something. At least this makes me feel a little less crazy. I'm going to swap out one of the XiD-P boxes for the XG1v4 if I can tomorrow. I'll report back here. 

[Rustyben]

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@Impetuous wrote:

Thanks, The plan change is the only thing that makes sense. @CCAndrew , It just continued to work until a nightly update or something. At least this makes me feel a little less crazy. I'm going to swap out one of the XiD-P boxes for the XG1v4 if I can tomorrow. I'll report back here. 

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unless you want to add that DVR (extra DVR?) in place of the XiD, you can get an xg2 box.  it will support 3 other xi6/xiD boxes with tuners freeing up 4 tuners from your current DVR. It looks to me like you need to swap for a DVR and an xg2 or 2 XiD boxes for two xg2.

[Impetuous]

Thanks @Rustyben this shines even more light ... the first time I swapped the gentleman at the front told ther other employee to get an XG2 ... but somehow I was handed another XiD. For obvious reasons that didn't work. 

I'll have a better understanding this time and be able to walk out with the correct boxes.  I think I'll keep the Xi6 and swap one XiD for an XG2. I think that will cover it. 

[Comcast_Support]

Hello, Impetuous!

I'm really glad you reached out to us about this. 

With so many equipment options available I definitely want to make sure we get you set up with the best equipment for the services you have. Please send me a private message with your first and last name as well as your service address so I can take a closer look and get this straightened out for you quickly. 
 
 To send a private message, click my name "Comcast_Support", then click "send a message".