My X1 TV service freezes at approximately the same times almost every day. Often it is a complete freeze and sometimes the X1 box is no longer able to communicate upstream (XRE or RDK on-screen messages). A hard restart of the main X1 box is always required.
I have had multiple Comcast technicians perform onsite visits who have:
I see no detailed event log for the X1 boxes but every X1 freeze occurs at precisely the same time that my internet modem logs the following events:
My internet modem is never affected during those events but my X1 boxes freeze. They often do not recover until a hard restart is performed.
I have manually logged the timing of each X1 freeze over the last month. The freezes occur at approximately the same times every day while I am watching (and likely occur at those same times when I am not watching). Here is a summary of my observations since December 13:
As noted, we have addressed and likely eliminated local line, signal, noise and equipment as the cause. Because the freezes occur with such predictable timing, it seems to suggest that something is occurring upstream on a scheduled basis within the Comcast/Xfinity/X1 server or equipment infrastructure.
How can we get this information to someone knowledgeable who can take it thru proper next steps? I really like the X1 platform but reliability and stability are currently lacking!
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I have escalated your issue to the Comcast Team available to these forums. Check back often for a reply in this thread or via Private Message from a Comcast Official Employee.
Hi HoustonJr, reviewing your account I am showing poor upstream signal issues going to your equipment. What I would recommend is scheduling a technician to find the underlying issue and correct or submit to our network team. Can you please send me a private message with your account information (name on account, address and account number).
A private message with the requested and additional information was sent to ComcastPhill on 01-17-2018 at 11:30 AM.
Thank you HoustonJr, I have responded to your private message.
I have experienced X1 TV freezes at the same times almost daily for months. Incoming TV streaming sometimes continues but becomes unresponsive to remote control commands and sometimes it's a total freeze. The message is usually RDK-03033 (i.e. X1 DVR cannot reach up to the X1 servers). A hard restart of the main X1 DVR is usually required.
Over several months, 5 different Comcast technicians have:
Comcast indicated upstream power levels were borderline high at the tap. A next-tier maintenance team (bucket truck guys) actually did come out and performed tasks where signals enter our neighborhood, at the LE (line extender) serving my home and at the tap in my yard. Unfortunately the routine RDK-03033 freezes continue.
The X1 DVR doesn't seem to keep a running log of DOCSIS events, but my Internet modem does. Although my Internet modem is never affected by these freezes, each X1 freeze coincides exactly with specific DOCSIS events as noted here:
Since November, I have manually logged the timing of each X1 freeze that I personally witnessed (see attached). Based on what I've seen on my DOCSIS event log, I suspect the freezes also occur at other routine times when I'm not watching TV. I usually see the freezes around:
Due to the predictable regularity of these freezes, they almost certainly have nothing to do with poor connections or intermittent equipment. The only logical or reasonable explanation seems to be something that Comcast schedules within its server or network infrastructure. I currently have a 6th Comcast technician visit scheduled but really don't like wasting their time or mine.
How can these symptoms and details be shared with the Comcast Software Engineers and Infrastructure Technicians? These routinely recurring freezes are obviously affecting multiple customers!
I have responded to your private message.
After 5 months and:
Comcast finally heeded what my documentation was showing, that something was happening on a timed and recurring basis upstream on the network. I had been providing evidence that Internet modems were logging the same issue that was causing the X1 freeze events. Comcast remotely checked other account modem logs upstream from my house until the critical failure messages were no longer seen. Bingo, the source of the X1 freeze events was pinpointed. Comcast found a defect well upstream of my neighborhood and repaired it.
Since February 12, my X1 has not had a single freeze. My next door neighbor also states his X1 freezes have stopped. It's likely that many other X1 customers on my leg of the network are enjoying X1 without the routine freezes.
This issue is closed from my perspective. Thanks.