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user_po6fpo
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Thursday, August 7th, 2025

MoCA Not Working After XB7 Factory Reset

Before purchasing a moca adapter I did my research to ensure the XB7 modem was capable of the functionality. I logged into the XB7 and verified moca was enabled and the moca icon on the top-right corner was green. When my adapter arrived I connected it and it worked right away. It was working perfectly until I performed a factory reset on the XB7 because I had forgot the admin password I set. Now the XB7 moca feature will not work at all. When I log back into the XB7, it now shows it’s enabled but the moca icon on the top-right still has a red “x.” I’ve rebooted the XB7 dozens of times and even did a reset on the adapter. No resolve. I wholeheartedly believe the issue is the XB7 not fully initializing the moca feature even though it claims to. I tried to call support for help but the support options are restricted to hard downs, intermittent connections, or slow speeds. I am frustrated that I can’t talk to anyone to help me with this unique problem. Please help.

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user_po6fpo

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2 days ago

Update: I just attempted to connect the moca adapter directly at the dmarc in my basement. Still no MoCA :(

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XfinityJustinC

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2 days ago

Hello, @user_po6fpo thank you for reaching out over Xfinity forums. I understand the frustration when reaching out and not able to get connected to a support team that can help, but wanted to assure you that you've contacted the right place for support. I found some previous Xfinity Forums post with customer reporting XB7 and MoCA concerns as well. 

When you have time can you check these post to review and see if it helps resolve the concern: 

- https://forums.xfinity.com/conversations/your-home-network/is-the-gateway-xb7-moca-enabled/602dafccc5375f08cd179801?linkId=139181014

- https://forums.xfinity.com/conversations/your-home-network/xb7-moca-support/64fa16f1baecdd4ece0516e7

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user_po6fpo

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Hi,

I’ve already looked at the xfinity forum for other users with moca issues and did review the link provided already. I tried all the troubleshoot steps provided and still not working. Is there someone that can login directly to the modem to verify the moca configuration and functionality?

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2 days ago

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XfinityJustinC

Official Employee

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@user_po6fpo thanks for confirming you've already attempted the steps, and searched the forums. Sorry to hear the troubleshooting you've done hasn't been able to fix the MoCA concern. When leasing our modems, a lot of access to the admin tool have been removed, and you would use the Xfinity App for gateway configurations. I'd definitely like to investigate further, and can check on the configuration and see if it's enabled on our end. 


Since I'll need to gather some information we don't want in our public conversation.

Could you please send our team a direct message with your full name and full address?

 

To send a direct message: 

Click "Sign In" if necessary

• Click the "Direct Message chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window, please add your full name and address

• Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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1 day ago

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XfinityJustinC

Official Employee

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1.5K Messages

@user_po6fpo thank you for sending the direct message with the requested information, I was able to locate that and will follow up with you there to look into the MoCA concern further. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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1 day ago

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EG

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112.4K Messages

1 day ago

@user_po6fpo @XfinityJustinC 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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