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X1 box/signal is seriously borked while set top box works perfectly?

Contributor

X1 box/signal is seriously borked while set top box works perfectly?

Last weekend, our X1 box started to act up. Frozen on one channel, wouldn't respond to remote. Thus began the unplugging and replugging saga. Sometimes it took two tries to get a signal, sometimes we'd have to leave it off for many hours before we could get it to connect again. Always error codes RDK 03003 and RDK 03004. On Thursday a tech came out and said the box was "out of spec." He gave us a new one and a new power source, things looked okay. This morning, same problems started up again. This time the customer service agent said we need a specialist tech to come and check the outside lines. But the entire time (and I've stressed this on every phone call, of which there have been at least 4) our little no frills set top box on our upstairs TV has worked perfectly. How could it be the lines if that box is working? (But how could it be the box if we swapped to a brand new one and are having the same exact problem?) I'd love it if anyone could explain this to me.

Official Employee

Re: X1 box/signal is seriously borked while set top box works perfectly?

It may be the actual cable outlet that’s the problem and not the box. If you temporarily move it to the DTAs location does it work? Comparing signal levels with your modem, I don’t think it’s an outside issue. Your modem’s levels are well within spec

DTAs don’t need a strong signal to work and they don’t communicate back and forth like the X1 box does, that’s why the DTA can work and the X1 won’t
Contributor

Re: X1 box/signal is seriously borked while set top box works perfectly?

Are you saying I should move the X1 box to the location where the set top box (is that what you're talking about when you say DTA? I'm not sure what that stands for?) is currently and swap them out? That sounds really hard! And would it even work? I'm sure a tech told me at one point that you couldn't just trade the boxes around without calling in and having them reauthorized or something...

 

When the tech was here on Thurs he said our signal levels were fine. Can they just change that fast?

 

ETA - Would I even be able to attach the X1 box to our other TV if the other TV doesn't have an HDMI input? I don't think it does, hence the set top box.

 

 

Official Employee

Re: X1 box/signal is seriously borked while set top box works perfectly?

Yes, just temporarily to see if you get to live tv or not. If you can, you know the box is good. It’s just plug and go, no re-authorization necessary. The X1 box has a cable port out to tv just like the DTA does. If you just want another tech out, that can be arranged too
Contributor

Re: X1 box/signal is seriously borked while set top box works perfectly?

Well, don't we already know the box is good, because when the tech installed it on Thursday it worked right away with a good signal, then it worked all day Friday and Saturday before it stopped working Sunday morning? On multiple occasions when the previous box stopped working, we'd try to reboot it several times before it finally worked again, and the current box stopped working yesterday, then we waited a couple of hours and rebooted it and it worked again, then this morning it stopped. It seems so strange. I went on chat and a tech is coming this morning so I guess we'll see what happens.

Contributor

Re: X1 box/signal is seriously borked while set top box works perfectly?

Ugh, we're still struggling with this issue 6 weeks later. Picture suddenly freezes up (either live TV or Netflix) and box won't respond to buttons being pushed. I unplug the box, wait, plug it back in, it powers up and then says "connecting to the X1 platform" for about 5 minutes before finally going to the "something seems to be wrong, RDK-03004 error" page. I can unplug the box for five minutes, ten minutes, 30 minutes, same thing. If I leave it unplugged for about an hour, it will usually then come back to live TV. It's so frustrating and no one seems to know what the problem is. We have a new X1 box, new power cord, new coaxial cable, new power strip. I'm now waiting until Monday for a third tech visit but I have to admit I'm not hopeful that the problem is going to be solved. (Within the past four years we had all the internal wires etc replaced because pre-X1 box we had frequent pixelation and sound dropping and no one could ever figure out why, so each time a tech would replace one or two things until we basically had a brand new everything.) Does anyone have any ideas what the problem could be? Before this problem started in early January, we had the previous X1 box for more than a year without a moment's difficulty.

Expert

Re: X1 box/signal is seriously borked while set top box works perfectly?


@morgnsgrl wrote:

Ugh, we're still struggling with this issue 6 weeks later. Picture suddenly freezes up (either live TV or Netflix) and box won't respond to buttons being pushed. I unplug the box, wait, plug it back in, it powers up and then says "connecting to the X1 platform" for about 5 minutes before finally going to the "something seems to be wrong, RDK-03004 error" page. I can unplug the box for five minutes, ten minutes, 30 minutes, same thing. If I leave it unplugged for about an hour, it will usually then come back to live TV. It's so frustrating and no one seems to know what the problem is. We have a new X1 box, new power cord, new coaxial cable, new power strip. I'm now waiting until Monday for a third tech visit but I have to admit I'm not hopeful that the problem is going to be solved. (Within the past four years we had all the internal wires etc replaced because pre-X1 box we had frequent pixelation and sound dropping and no one could ever figure out why, so each time a tech would replace one or two things until we basically had a brand new everything.) Does anyone have any ideas what the problem could be? Before this problem started in early January, we had the previous X1 box for more than a year without a moment's difficulty.


the 03004 means your signal is so bad the set top box cannot stay in contact with the Comcast server. Call 800-Comcast and ask the representative to run signal tests on your service.


I am not a Comcast employee; I am just a customer, volunteering my time to help other customers here in the Forums.

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