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Main box shows not connected but works fine.

New Poster

Main box shows not connected but works fine.

We haven’t had many problems with X1 until recently. The cable on our secondary set top box keeps going out. Whenever this happens, I look on the my account app and see the main set top box is disconnected, causing the secondary box to lose signal. But I turn on that main box and it works just fine. Sometimes after unplugging it and plugging it back in, the system works again, and sometimes not. Any suggestions on how to make it stop showing disconnected?
Expert

Re: Main box shows not connected but works fine.

What are the make and model of your X1 boxes?

New Poster

Re: Main box shows not connected but works fine.

Main box: XG2v2-P model PX022ANM
Secondary box: XiD-P model PXD01ANI
Expert

Re: Main box shows not connected but works fine.


@b_tiger wrote:
Main box: XG2v2-P model PX022ANM
Secondary box: XiD-P model PXD01ANI

I don't know anything about the XiD-P other than this:

https://www.xfinity.com/support/articles/x1-hub-vs-companion-box

Since it has to use the tuners from the XG2v2, I would prefer a second XG2v2 instead.  Any chance you could swap it out at your nearest Xfinity Store?  It should be a free swap and I believe they show up on your statement as costing the same.

Official Employee

Re: Main box shows not connected but works fine.

The boxes use Moca to communicate, the Moca levels are low. Check all of your wiring, connections are tight and remove any unnecessary splitters.

Unrelated to X1, your modem,s signal levels are out of spec and not in the range they should be in to work properly.
New Poster

Re: Main box shows not connected but works fine.

I restarted the MoCA on the modem’s settings. Maybe it should be working now?
Official Employee

Re: Main box shows not connected but works fine.


@b_tiger wrote:
I restarted the MoCA on the modem’s settings. Maybe it should be working now?

It looks better than it did yesterday