XfinityTV and Equipment

[dabomb4097]

I've been fighting with tech support for weeks now trying to get a second box working. Multiple calls, box swaps, activations, hard resets and power cycles. I still can't watch TV on one of my sets. I have two cable boxes (A big silver Motorola DVR and this little black "RNG110" box) and a cable modem. The RNG110 box is getting no picture at all, showing the "One Moment Please" s0a00 message. I went to the office and traded the RNG110 in for another, and it had the same problem. The diagnostic screens show no in-band signal whatsoever on the RNG. Not a weak one, but the complete absence of any signal at all. 35dB on the out of band signal, so it gets activation pings, guide data, date/time, etc just fine. If I plug my Motorola DVR or cable modem into the same outlet with the same patch cord, I get 35dB in band signals and everything works fine. I plug the RNG110 into another outlet that previously worked with one of the other devices and have the same problem...no in band signal at all. I highly doubt it's the wiring or the outlet. I have 4 outlets split off a single 4-way "digital" splitter, only 3 of them in use though. I'm not sure what good a tech visit would do at this point...I've already figured out its not a signal or a line problem. Return a lemon box a second time? I asked for a different kind/brand the first return but they told me the RNG110 was all they could give out at this time for new installs for a non-DVR HD reciever. I've read on these forums about taking 3-4 times to find a CSR that knew a special order to send activation signals to get these RNG110's to wake up. Any more details on that so I can explain to someone what to do, or how to find a person that can do it? I wish these companies had a special tech support line for engineers where I could speak to someone with equivalent technical knowledge and not some drone in India reading a script in broken English...

[JayInAlg]

The RNG110 has better diag page than the Moto boxes.  With the Comcast remote turn off the cable box and withing 2 seconds press OK.

You will see the diag page showing the inband signals.  Those most be in green, any browns or red's you have signal level issues to your box, and should get a tech out to find where the excessive loss is, including damaged cabling, loose / corrorded / wet fittings or excessive loss due to too many splitters or daisy chaining splitters through the house.  A tech visit is most likely in order.

Also confirm your RNG110 has a 5 volt power adapter and not a 12 volt adapter.

[dabomb4097]

Sigh, at least take some time to read the post.

If there is excessive loss, or damaged cabling, or loose fittings, why does plugging another box or the cable modem into the same outlet as the failing box work perfectly, and show "Good" signal? Why does plugging the RNG110 into another outlet that has a working device attached to it produce the same "Poor" signal?

There are not too many splitters, as I already mentioned in my first post, there is one 4-way splitter going to the 4 outlets. All the wiring is interior to the building and would not be weather damaged.

I'll look at the power adapter when I get home, I've not checked into that yet.

[dabomb4097]

The power adapter is 5V and even has a little "RNG110" label stuck to the end of the plug.

[ComcastKeisha · Accepted solution]

dabomb4097--

I have escalated your issue and will have a cable specialist contact you soon. Sorry for any inconvenience this may have caused you.

[dabomb4097]

I chatted with an analyst last night that finally found an error with a wrong code set somewhere in my account, and once it was corrected the box started working.

Thanks all for your help.

[adailey14]

Hi there DaBomb. I find myself in exactly the same situation you were in. Do you remember anything about the "code" they found to fix your account? Or how you got escalated to someone who was able to figure it out?

[dabomb4097]

The box was provisioned, but the billing system was not charging me the monthly fee for the box. Have them check the billing information and make sure that you're getting charged the monthly fees for all of the boxes you have.