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Poor X1 Experience

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Frequent Visitor

Poor X1 Experience

Comcast customer for over 20 years.  Was using a legacy plan with two RNG100 boxes and two cable cards.  Internet speed was 125/5.  I have purchased my own DOCSIS 3.1 cable modem (on the approved list).  Everything working 100% for years with NO issues at all.

 

I wanted to get faster Internet speeds so I called and asked.  I was able to change to 650/15.

BUT was told in order to do that I HAD to change to X1.  That I had to bring my cable boxes and cable cards in and get X1 hardware.

 

Internet speeds are great.  Speed tests consistently showing a little over 650/15.

 

But that is the only good thing in this whole ordeal.


Bad things follow....

 

Cable cards - I turned in my two cable cards and the Comcast store rep gave me two "new" X1 cards.  THEY WERE THE EXACT SAME MAKE AND MODEL!!!  I took pictures of the old and "new" cards.  I was told that they were paired and I was good to go.  Just plug them in when I get home and they should work.  HAH!!!  Nice joke.  Two hours later and multiple phone calls and I finally had both of them working.

 

Cable box - Received a Pace XG2v2 box.  It routinely has problems.  Try and change a channel and I often get a message "We're having trouble connecting to the Internet.  Blah, blah, check your cables, blah, blah, go online to support/status, blah, blah.  Error code RDK-03033".

 

This forces me to power cycle the box (unplug power, wait a bit, plug power back in).  Then I get to wait about 5 to 10 minutes for the thing to boot up.

 

Really? Really? With my old RNG100 boxes I never once had a problem changing channels.  Great job X1!!!!

 

Then some of the time when I have to power cycle the XG2v2 box it doesn't even boot up. Get a nice red screen "Sorry, we're having some trouble, blah, blah, lighten cables, blah, blah, restart, blah, blah.  Error code RDK003004.

 

And yes, the cable line is nice and securely attached at both the wall and the box.

 

I wish that I had never tried to get an improved experience from Comcast.  I wish that I could get back my old hardware that just worked.

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Expert

Re: Poor X1 Experience


@CptKirk wrote:

Comcast customer for over 20 years.  Was using a legacy plan with two RNG100 boxes and two cable cards.  Internet speed was 125/5.  I have purchased my own DOCSIS 3.1 cable modem (on the approved list).  Everything working 100% for years with NO issues at all.

 

I wanted to get faster Internet speeds so I called and asked.  I was able to change to 650/15.

BUT was told in order to do that I HAD to change to X1.  That I had to bring my cable boxes and cable cards in and get X1 hardware.

 

Internet speeds are great.  Speed tests consistently showing a little over 650/15.

 

But that is the only good thing in this whole ordeal.


Bad things follow....

 

Cable cards - I turned in my two cable cards and the Comcast store rep gave me two "new" X1 cards.  THEY WERE THE EXACT SAME MAKE AND MODEL!!!  I took pictures of the old and "new" cards.  I was told that they were paired and I was good to go.  Just plug them in when I get home and they should work.  HAH!!!  Nice joke.  Two hours later and multiple phone calls and I finally had both of them working.

 

Cable box - Received a Pace XG2v2 box.  It routinely has problems.  Try and change a channel and I often get a message "We're having trouble connecting to the Internet.  Blah, blah, check your cables, blah, blah, go online to support/status, blah, blah.  Error code RDK-03033".

 

This forces me to power cycle the box (unplug power, wait a bit, plug power back in).  Then I get to wait about 5 to 10 minutes for the thing to boot up.

 

Really? Really? With my old RNG100 boxes I never once had a problem changing channels.  Great job X1!!!!

 

Then some of the time when I have to power cycle the XG2v2 box it doesn't even boot up. Get a nice red screen "Sorry, we're having some trouble, blah, blah, lighten cables, blah, blah, restart, blah, blah.  Error code RDK003004.

 

And yes, the cable line is nice and securely attached at both the wall and the box.

 

I wish that I had never tried to get an improved experience from Comcast.  I wish that I could get back my old hardware that just worked.


what is your wiring situation (splitters/amps)? unused and unconnected connections on splitter/amp? The x1 system with a good connection to the set top box will work great. 



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Frequent Visitor

Re: Poor X1 Experience

In the attic is a 1-2 splitter (installed by Comcast).  1 line to cable modem, 1 line to splitter/amp (installed by Comcast) to 3 rooms in the house.  This is what has been in place for years.

 

In the living room I changed from a 1-3 splitter to a 1-2 splitter since I went from 2 to 1 cable boxes, and cable card (HDHomeRun).

 

Amazon link to 2-1 splitter I purchased 

 

No unused connection on any splitter or amp.

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Diamond Problem Solver

Re: Poor X1 Experience

Was the amp installed before or after the X1 upgrade?if before, it’s not going to be correct.

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Frequent Visitor

Re: Poor X1 Experience

The Comcast amp has been in place for years.

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Diamond Problem Solver

Re: Poor X1 Experience

The X1 box needs to be treated like a modem when using an amp, chances are the upstream and downstream are being amped too much and pushing levels out of spec, affecting how it works. What worked fine with TiVo isn’t necessarily going to work with the X1 box. Either get a hold of a no loss amp or have a tech out to change it. This is the type, you’d be able to run the modem out of it as well.

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Frequent Visitor

Re: Poor X1 Experience

I scheduled and got a tech at my house today.

 

The first thing we did was go up to that attic.  He said 'Yes, that's some old hardware' and preceded to remove the 1-2 splitter, the old amplifier, and the 1-3 splitter.  Replaced it all with just a single 1-4 splitter, saying that everything else wasn't needed anymore.  He also cut and re-did all the end connections on each of the cable wires.  We then went out to the back yard and he cut and re-did all the end connections on each of the cable wires at the trunk box.

 

Back inside he got out his tester and said that the cable modem was all green but the cable box was still showing problems.  So he re-did all the end connections on each of the cable wires.  He also changed a couple of RG59 to RG6 cables.  He also changed the 1-2 splitter even though he said that the one there was fine.

 

He took out his tester and said he was still seeing some problems and that it did indeed look like an amplifier was needed.  So out to the truck and he came back with the same amplifier that you supplied a picture of.  Up to the attic he went and put the amplifier in place.

 

He took out his tester and said he was still seeing some problems with the cable box.  So he went out to the truck and brought back in another cable box, same make and model.  Once he installed the new cable box and got everything plugged in he got his tester out and said that everything was now showing green.

 

So it took changing to a new (current tech) amplifier in the attic and a different cable box.

 

It has only been since this late afternoon that everything was finished but so far no error messages from the cable box.

 

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Regular Visitor

Re: Poor X1 Experience

I had a similar problem as you. I was using Comcast HD service for years and it worked fine. My condo association upgraded the bulk contract to X1 DVR service in 1/2020 so, since I was paying for the service through my condo fees, I swapped out all of my old Comcast boxes for the X1 DVR boxes in mid 2/2020 and now have two Pace  PX022ANC boxes. I did a self install and had almost daily periodic problems with the X1 DVR service with channels freezing, unable to switch to another channel without getting the RDK-03033 "...trouble connecting to the internet" message, etc. The Comcast Labs X1 menu item showed that the cable TV signal was "Good" and the diagnostics on the cable modem showed excellent signal (excelent dBmv and SNR) and almost no errors.

On the end of the building is the Comcast connection panel where the coax lines from all of the condo units connect to a Comcast distribution panel. My connection was the only one that had an Arcom (FHP-34.75) filter attached (pic below) although there was another lying on the ground by the panel. I have no idea how long the filter had been on my line or when it had been attached. I removed the filter and added a POE moca filter and my service has been rock solid since then which was about 1 week ago. Since only 2 of the other 8 units had a POE moca filter attached I'm assuming that removing the old filter rather than adding the moca is what fixed my problem.Arcom.jpg