Problem connecting MT7711 to Comcast

I purchased a new MT7711 Modem/Router/Voice and tried to

connect it to my Comcast circuit yesterday. I had a Comcast technician

on the phone with me for 2 1/2 hours, and while it initially appeared

to be connecting (I had four solid green lights for a few minutes), I was

NEVER able to get internet service.

Obviously we waited for a long time for the device to settle down and

update itself, but eventually it simply kept cycling through:

Power Light solid on -> Upload, Download and Internet lights flashing,

and then repeating indefinitely (we let it do this dozens of times).

The Comcast tech asked for upper level support, but no luck.

Eventually he gave up, and we revered back to the Xfi Gateway.

Please advise, as I would prefer to use the MT7711.

Responses

XfinityAdrienne

Official Employee

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1.2K Messages

2 years ago

Hey there, @user_ca0dc3! I am sorry to hear about the troubles with activating your new modem, it certainly is not what we want for our customers. I do see the modem MT7711 on the list of compatible devices, and it should be a seamless process over to the owned modem. I would be happy to look into the account, and see what we can do to bring over your own modem. Please send us a DM to get started.

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

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user_ca0dc3

10 Messages

2 years ago

I have sent this message as a Direct Message to Xfinity Support. I hope something can be done.

The new problem is that when I called in to see if someone else could help me try my own device,

they told me that if I did so, and it didn't work again, they would not be able to revert back to the

Xfi package I have now, and the Xfi service would cost a lot more.

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user_ca0dc3

10 Messages

I've been trying with the direct messaging system for 5 days now, and STILL have not been able to resolve this. Waiting for replies on the direct messaging system can take 20 minutes to an hour sometimes, and the agents seem to lose the continuity of the thread, because different people take over throughout the day. The result is increased frustration, having to pretty much start over with the long, sorry story of terrible internet service since switching from Business services to Residential.

2 years ago

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user_ca0dc3

10 Messages

I finally was able to make the switch to my own Motorola MT7711 (Docsis 3.0), and so far things are looking good. I'll post back after a few days of monitoring. My suspicion is that the Comcast architecture in my neighborhood either cannot fully support Docsis 3.1, or it cannot support gigabit speed without dropouts. By downgrading to 400 mpbs and using a Docsis 3.0 device, it appears that the issues might be addressed. I'm still monitoring.

I hope that the Xfinity direct messaging techs can hear my criticism with the genuine good intentions and hope that the system might be improved in the future. I've seen that the techs are rotated around throughout the day, and because of this, I found that I had to start over explaining the long terrible internet connection problem, each time a new tech would take over. Frequently the new tech would make mistakes because they didn't understand the history of the case. I finally resorted to repeating the essential points with each interaction.

2 years ago

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XfinityKrista

Official Employee

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1.5K Messages

Thanks for taking the time to reach out with an update. I'm happy to hear the services are working for you now.

I'd like to check back in with you in a few days to make sure the services are still working as expected. Would that be alright?

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

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

2 years ago

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user_ca0dc3

10 Messages

Yes, let's see how things go for the next few days.

2 years ago

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XfinityKrista

Official Employee

•

1.5K Messages

I'm happy to help. I've enjoyed working with you today and look forward to speaking with you again in a few days to check in. If you have any questions before then, please feel free to reach out. One of the things I love most about this platform is that we are able to help customers at their convenience and can pick up right where you left off.

We know you have choices, and we thank you for choosing Xfinity. I hope you have a great day.

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

2 years ago

0

BruceW

Gold Problem Solver

•

26.3K Messages

2 years ago

... Motorola MT7711 ... My suspicion is that the Comcast architecture in my neighborhood either cannot fully support Docsis 3.1 ...

Note that the MT7711 is not a DOCSIS 3.1 device and is not rated for use on the Gigabit speed tier. See the "All Compatible Devices" link on https://www.xfinity.com/support/devices, which states that the device is approved only for plan speeds "up to 864 Mbps".

Using devices on Internet speed tiers for which Comcast has not approved them tends to produce unexpected results. If you want to use Gigabit service consider picking up one of the approved devices. If that's not feasible, consider dropping back to a lower Internet speed tier.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

(edited)

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user_ca0dc3

10 Messages

Hi Bruce, yes that's exactly the point. I downgraded to 400 mbps and switched to my Docsis 3.0 device, which is proving to be very stable so far.

It was the Comcast XB8 (Docsis 3.1) with gigabit speed that had the continual dropouts.

I suspect that the Comcast architecture in my neighborhood either cannot fully support Docsis 3.1, or it cannot support gigabit speed without dropouts.

2 years ago

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Your Home Network

user_ca0dc3

Problem connecting MT7711 to Comcast

XfinityAdrienne

user_ca0dc3

user_ca0dc3

user_ca0dc3

XfinityKrista

user_ca0dc3

XfinityKrista

BruceW

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

user_ca0dc3

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