Surfboard S34 Modem Interfering with X1 Service

I recently upgraded my cable modem to the Surfboard S34. Now the picture from the X1 stb drops and pixelates frequently.

If I power down the modem the X1 works fine.

I don't notice any issues with the internet or streaming video over internet.

Is the X1 service not compatible with the S34? Do I need a specific splitter for DOCSIS 3.1 modem?

Responses

XfinityVictor

Official Employee

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1.4K Messages

3 days ago

Volt66 Hello, are you still having issues with your picture?

2

Volt66

Frequent Visitor

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15 Messages

23 minutes ago

Well I spoke too soon :(

The X1 picture was pixelating off and on and the audio dropping out last night.

For a XG1v4-A (model: AX014ANM) set top box, what should the incoming signal strength be?

I'm on the ~600Mbps plan right now. Is there a better modem to use for my situation than a S34? I got the S34 more for future proofing than anything else.

(edited)

1

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Good Morning, @Volt66 ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'm very sorry for the trouble you are having with your services. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.

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21 minutes ago

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Volt66

Surfboard S34 Modem Interfering with X1 Service

XfinityVictor

Volt66

XfinityRichard

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