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"Out of Home" message after changing Cable Modem

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Regular Visitor

"Out of Home" message after changing Cable Modem

I removed Comcast provided modem and added my store bought personal modem. Activation went through sucessfully and TV and Internet works fine. How ever I am getting "Out of Home" message when I try to watch Live TV via https://xtv.comcast.net/ ot IOS TV app. Spent couple of hrs trying to explain the issue with different comcast departments with no use.  How to get this resolved.

Accepted Solution

Re: CHAD "Out of Home" message after changing Cable Modem


oliveiraej wrote:

Chad DVR recordingd are unavailable whats up???


ComcastChad wrote:

Vham wrote:

Thank you for the suggestions. They didnt work. I am using a desktop PC connected via ethernet, so wrong wifi does not come into picture. I suspect that somewhere in x1 world, they still have my old modem (mac id?) as the filter, which see's my new connection as unknow, hence "out of home" message. 


  I only see one modem on your account and its a Motorola SB6141.. Is that the new one or the old modem? Your IP address from this modem is showing that its coming from your home. 


 


 

Seems to be a DVR outage, are you still seeing issues?

 

View answer in context
Bronze Problem Solver

Re: "Out of Home" message after changing Cable Modem

Read this might apply.

 

http://customer.comcast.com/help-and-support/xfinity-apps/xfinity-tv-app-unable-to-connect

 

Also if you search the forum you will see it has been an issue.

Regular Visitor

Re: "Out of Home" message after changing Cable Modem

Thank you for the suggestions. They didnt work. I am using a desktop PC connected via ethernet, so wrong wifi does not come into picture. I suspect that somewhere in x1 world, they still have my old modem (mac id?) as the filter, which see's my new connection as unknow, hence "out of home" message. 

Official Employee

Re: "Out of Home" message after changing Cable Modem


Vham wrote:

Thank you for the suggestions. They didnt work. I am using a desktop PC connected via ethernet, so wrong wifi does not come into picture. I suspect that somewhere in x1 world, they still have my old modem (mac id?) as the filter, which see's my new connection as unknow, hence "out of home" message. 


  I only see one modem on your account and its a Motorola SB6141.. Is that the new one or the old modem? Your IP address from this modem is showing that its coming from your home. 





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We ask that you post publicly so people with similar questions may benefit.
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Contributor

CHAD "Out of Home" message after changing Cable Modem

Chad DVR recordingd are unavailable whats up???


ComcastChad wrote:

Vham wrote:

Thank you for the suggestions. They didnt work. I am using a desktop PC connected via ethernet, so wrong wifi does not come into picture. I suspect that somewhere in x1 world, they still have my old modem (mac id?) as the filter, which see's my new connection as unknow, hence "out of home" message. 


  I only see one modem on your account and its a Motorola SB6141.. Is that the new one or the old modem? Your IP address from this modem is showing that its coming from your home. 


 

Official Employee

Re: CHAD "Out of Home" message after changing Cable Modem


oliveiraej wrote:

Chad DVR recordingd are unavailable whats up???


ComcastChad wrote:

Vham wrote:

Thank you for the suggestions. They didnt work. I am using a desktop PC connected via ethernet, so wrong wifi does not come into picture. I suspect that somewhere in x1 world, they still have my old modem (mac id?) as the filter, which see's my new connection as unknow, hence "out of home" message. 


  I only see one modem on your account and its a Motorola SB6141.. Is that the new one or the old modem? Your IP address from this modem is showing that its coming from your home. 


 


 

Seems to be a DVR outage, are you still seeing issues?

 





Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark a Best Answer!solution Icon

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