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Visitor

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3 Messages

Sun, Nov 20, 2022 3:41 PM

Internet and TV are unreliable on X1

The main box works fine on TV but the two smaller slave units go out every time the internet goes out once or twice a day. Can I use older cable boxes that we used to have in conjunction with the main X1 box. I'm sure the internet will never be reliable enough so this is the only solution I can think of after numerous tech visits.

As a last resort I will go back to the what we had before X1 which worked great on all three TVs.

I just got back from the Xfinity store and they're saying we really can't go back to what we had before which wasn't the original deal when I signed up.

Any suggestions or ideas greatly appreciated

Official Employee

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583 Messages

4 days ago

Thank you for reaching out to me, @user_9eaf62. I do appreciate your time and patience. My name is Kim, and I am here to help. I will be more than happy to see what has been happening here and if need be, review the account to see what we can find to fit your and your home the best. If you are wanting to use the older boxes, we may need to just adjust where the boxes are located specifically on the account. 

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

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(edited)

Visitor

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3 Messages

@XfinityKimberlyB​ Thanks for responding. I think I may have found part of the problem. The MOCA filter is not installed on the splitter input. It is installed on one of the outputs.

I'm thinking it needs to be moved to the input of the splitter which I can do. Let me know if this makes any sense to you.

Official Employee

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583 Messages

Yeah, but let's not mess or move the mocha filter. I can do some troubleshooting with you if you would like though. 

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

Official Employee

 • 

583 Messages

This was actually happening to me, not all that long ago and I ended up just needing to reactivate a couple of things, modem wise. I would like to take  a look at the specifics of the account and if need be, we can schedule a technician to visit. Will you please send our team a direct message with your full name and full address?
~~~~
To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" 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
• 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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