Community Forum

RDK-03004 / Connection Issues

Frequent Visitor

RDK-03004 / Connection Issues

It seems like this is a pretty well-known issue, but I'll describe it anyway. I am a new (and very unsatisfied) X1 customer. I had a tech out about 3 weeks ago to install the X1 cable box, and it worked for a few days. Gradually I began seeing a lot of different issues... the guide would get really slow (~10 secs to scroll to the next channel), the image would occassionally get choppy, the box would reboot on its own multiple times a day, the screen would get stuck on 'Welcome to Xfinity' or one of the other powering-up screens, etc. I could usually get things to work if I unplugged the box for 10 seconds and then turned it back on. I've also called customer service a handful of times... sometimes they've been able to reset the box successfully, sometimes they've reported that they cannot connect to the box. After the last call, I am not just getting the 'Something's not quite right' RDK-03004 error screen. Unplugging the box doesn't do anything.

 

I have a tech appointment scheduled, but was unable to find a time that worked for me until about 2 1/2 weeks out. I'm pretty angry at the notion that I'll be paying for a non-functioning service for the next few weeks. Especially since the delay pushes me out of the 30 day zone where I can cancel my service, which I'm pretty tempted to do at this point. Is there anything anyone on here can do, or suggest that I do between now and when the tech arrives?

 

Oh, and I should note that I've had no issues with the secondary box. The Internet also works well enough, although I had some issues turning off my xfinitywifi public hotspot.

Gold Problem Solver

Re: RDK-03004 / Connection Issues

You have classic signal related issues. Hopefully your next tech visit will resolve it.
Official Employee

Re: RDK-03004 / Connection Issues

Can you give a little detail on how the cable is ran? Splitters, amp etc.

 

Your modem is well within spec. 

The XG2 is showing offline.

The DTA doesn't need as nearly as a strong signal as the XG2 does to work. Have you tried temporarily switching locations of the 2 boxes? 


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

Re: RDK-03004 / Connection Issues

Thanks for the help! It appears to me that the coaxial cable runs from the wall to a splitter, which then sends one line to the modem and one to the cable box. I don't see anything that could be an amp.

 

I haven't tried switching the boxes, since it will be a bit of a pain the way the way we have the secondary box hooked up through some shelving. But, I can give it a try if that's the best way forward.

Official Employee

Re: RDK-03004 / Connection Issues


youngjc1 wrote:

Thanks for the help! It appears to me that the coaxial cable runs from the wall to a splitter, which then sends one line to the modem and one to the cable box. I don't see anything that could be an amp.

 

I haven't tried switching the boxes, since it will be a bit of a pain the way the way we have the secondary box hooked up through some shelving. But, I can give it a try if that's the best way forward.


Possibility it's the splitter too. If you can,swap legs on the splitter just to see (since you know the modem works fine). 


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

Re: RDK-03004 / Connection Issues

Unfortunately, it doesn't look like that's the issue. I tried both swapping legs, and also bypassing the spliter and connecting the cable box directly to the wall (with a different coaxial cable, just to verify that it isn't a cable issue). Neither got me past the error screen.