Community Forum
@Tek wrote:
Starting about 3 weeks ago and happening about every week and half like clock work my Pace XiD X1 boxes all disconnect. We wake up in the morning and have the following message:
"Sorry, we're having some trouble. Please tighten your cable connect and then restart your TV box, which can often fix this." RDK-10000. All my connections are good as I checked them the last time this happened.
The only option is to restart, which brings you through the WELCOM TO XFINITY message and then lands you back on the error message after several minutes.
I have a XG1v4 DVR connected to 2 XiD boxes. The I have the XG3 Xfinity Gateway.
The ONLY thing they fixes this is if I go to the main DVR box, which is working perfectly when this happens, and issue a SYSTEM REFRESH via the help menu. Once it finishes everything is back to normal. Sometimes for a week or more. I read in another post that rebooting your Cable Gateway for Moca works, but in my case that will not fix it. Only refreshing the main DVR box works.
I noticed a few more posts on the forums lately about this. I also noticed we recieved a newer version of the guide. Since these boxes have worked for sometime without issue and nothing has changed in my house, it would seem this is a software change?
Also, it only happens overnight. We never lose them during hours we are awake.
Suggestions? I don't want to go swapping all my equipment and find out this is a known issue.
swap out one of the xid STB for an XG2. the XG2 will provide the tuners/internet for the remaining xid STB. that will give your DVR the full 6 tuners to use for watching live and recording programs.
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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!
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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!
@Tek wrote:
Another support community for Comcast told me my splitters installed by Comcast should be replaced. This splitter has a bulletin with XFINITY to replace them for X1 because they don't work right with X1. Is this true? A photo of my splitters is attached.
I don't know but this is the one I have installed:
It is a no loss amp, takes the place of your splitters. The boxes need to communicate back and forth using moca and if there’s something in those splitters that’s impeding that moca connection, you will see the issue that your original post is about. There are other causes, but that’s the main one. Not necessarily a splitter brand issue rather than possibly the splitter itself.
Is your modem’s moca light on or off?
Is your modem’s moca light on or off?
I am a Retired Official Comcast Employee
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a post as the Best Answer!
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a post as the Best Answer!
The light is on the rear by the coax connection, should be off.
Refreshing/resetting is fixing it because it’s re-establishing that moca connection. The gateway has nothing to do with your X1 equipment unless you have wireless boxes
Refreshing/resetting is fixing it because it’s re-establishing that moca connection. The gateway has nothing to do with your X1 equipment unless you have wireless boxes
I am a Retired Official Comcast Employee
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a post as the Best Answer!
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a post as the Best Answer!
If it’s on, it’s possible that the modem’s moca is interfering with your boxes.
I am a Retired Official Comcast Employee
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a post as the Best Answer!
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a post as the Best Answer!
Yes you can
There’s nothing wrong with the splitter brand but with as many outlets as you have, I would have installed the amp posted earlier
There’s nothing wrong with the splitter brand but with as many outlets as you have, I would have installed the amp posted earlier
I am a Retired Official Comcast Employee
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a post as the Best Answer!
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a post as the Best Answer!
@Tek wrote:
What do I disable when I login to the gateway?
MoCA or just make it easy on yourself and get the new xfi gateway/modem as it has a working MoCA hub and is on all the time (keeps your xg1/xg2 from having to serve as a MoCA hub).
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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!
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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!
Hi, Tek. It is you! 
I know it's tough to deal with an ongoing issue for this long and I will do whatever I can to help you get this fixed. Chances are - I will need to schedule a technician, but I'd like to make sure we've exhausted our efforts remotely prior to going that route. Please send me a private message with your name so I can pull up your account and review everything on this end. Thank you much.
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!
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!
