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Customer service

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Frequent Visitor

Customer service

Tried to fix new X1 platform just installed with no resolution. Called customer service to schedule service call. Told him X1 platform is not working and service tech earlier told me to schedule failed self install. CS rep kept asking me what is wrong and I kept telling the platform is not working. He hung up. Great customer service on your new and highly self promoted X1 platform.
Accepted Solution

Re: Customer service

Tech installed new amp that supports MoCa and installed filter on cable at exterior cable box. Now it works and had no issues since above work was completed.
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Official Employee

Re: Customer service

Did you get any particular error codes? Or can you give additional details about equipment, wiring etc?

Your dvr and modem are showing online. There’s no communication to the secondary boxes. How sure are you that those cable outlets feeding them are live?

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Frequent Visitor

Re: Customer service

The cable feeds are live as they have been working for the past 20+ years. Service tech came out and stated the boxes are not communicating with one another and there is nothing he could do because it was beyond the scope of his service call to the house. He showed me a live feed of my X1 platform and it was not performing to standard. He told me to request a service call for a “failed self install “. I tried telling customer service and he hung up on me without scheduling an appointment for me. It doesn’t get any simpler that that. Maybe the guy in India does not have an understanding of the English language. I will try again later today to schedule a service call.
7B04B55A-3787-4AC2-8D08-16449F50A434.jpeg
Official Employee

Re: Customer service

I can escalate it to a colleague to help you. Do you know if you have an amp at all?

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Frequent Visitor

Re: Customer service

An amp was installed by Comcast years ago.
image.jpg
Official Employee

Re: Customer service

That’s the right one. I’m a field tech bear with me a couple more questions.
There’s no chance the dvr is split before the amp is there?
On your modem is the moca light on or off? It’s on the back by the coax input

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Frequent Visitor

Re: Customer service

The cable in the den is split to feed the modem and dvr. The white cable goes to modem and the Black goes to dvr box.
image.jpg
Frequent Visitor

Re: Customer service

No light on back of dvr.
image.jpg
Official Employee

Re: Customer service

The moca on the modem, not the dvr. It shows on on the modem in the first picture that you posted. If you can get into the modem, try turning it off.
That cable to the modem and dvr is coming out of the amp and not split before the amp?

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Re: Customer service

The cable from outside goes directly into the amp. The line from the amp goes into the den where it is split between the dvr and modem. I was told years ago the cable for the modem should not be connected to the amp but the last tech connected it to the amp. The light on the modem is white by the cable coming in. I powered off the modem and the tv is now working
image.jpg
Official Employee

Re: Customer service

I’ll bet the moca being on on the modem is knocking out the moca that the boxes use.

Open a browser on a pc or mobile device that uses your Wi-Fi and in the address bar put 10.0.0.1, admin and password to get in, go to connection, go to moca and disable and save

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Frequent Visitor

Re: Customer service

Do I need to have 2 cables coming into the den from the amp. 1 for the modem and 1 for the dvr. Is this causing the communication issues in the X1 platform between the dvr and 4 tv boxes.
Official Employee

Re: Customer service

The way it is setup is common, it’s the moca being transmitted out of the modem interfering with the moca the X1 boxes use. There’s no need for it to be on

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Frequent Visitor

Re: Customer service

Not able to log in as admin in gateway
Official Employee

Re: Customer service

Are you using admin for admin and password for password ( all lower case). If not, call in and they can access the moca settings.

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Frequent Visitor

Re: Customer service

I got in but disable setting would not update it kept going back to enable. Service tech scheduled for Monday
Official Employee

Re: Customer service

Sorry I couldn’t do more.

A different fix until the tech comes out would be to run a cable from the modem to the amp and put it on the voip port

Also, make sure tech swaps out one of your terminals for an XG2

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Frequent Visitor

Re: Customer service

Tech installed new amp that supports MoCa and installed filter on cable at exterior cable box. Now it works and had no issues since above work was completed.
image.jpg
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