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user_7dbebf
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9 Messages

Friday, April 16th, 2021 1:01 PM

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Reenabling MoCA

Comcast recently advised me that I needed to upgrade to their latest gateway. My previously gateway (a 2nd Gen) was whitelisted so that I could use an ActionTec MoCA device to get a wired internet connection in my basement and it worked flawlessly for years. The new equipment arrived yesterday which I set it up and enabled MoCA in the admin controls, but I don't get an internet connection from the ActionTec now. I do see that the ActionTec device is connected to the gateway though. Does the new gateway need to be whitelisted?

Question

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Updated 

4 years ago

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XfinityBillie

Official Employee

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3.3K Messages

4 years ago

Hello and thank you for taking the time to reach out to us here on our Xfinity forums! I'm truly sorry to hear you are experiencing difficulties in getting the new modem to work the same as your previous one. Along with the ActionTec Moca are you also using a standalone router with the Xfinity gateway? If you are you would also want to ensure that the gateway is in bridge mode. This link provides the instructions on how to set the modem to bridge mode: https://comca.st/3gfy2ip. Let me know if this helps resolve the issue, if not we will continue to work with you.

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user_7dbebf

Visitor

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9 Messages

I am just using the new gateway (Arris TG4482A) and the ActionTec (WCB6200Q). The ActionTec is showing up as a connected device.

4 years ago

0

XfinityBillie

Official Employee

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3.3K Messages

Thank you for clarifying that, I'd like to look at things a little closer on our end to better assist you with this. Please send us a private message with your name and service address to Xfinity Support by clicking the chat icon at the top right of the page.

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
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

4 years ago

0

EG

Expert

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110K Messages

4 years ago

@user_7dbebf @ComcastBillie 

Please post any possible solutions for the issue here in the open 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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user_7dbebf

Visitor

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9 Messages

4 years ago

Someone from Comcast just called to advise me I was out of luck as "They do not support third party equipment". Guess I should have refused to accept the new gateway they sent me because everything worked as expected before I got this gen 3 boat anchor I am stuck with now.

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CCSarah

Contributor

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48 Messages

Good afternoon! Reaching out to say we're still here working on this for you. Our Advanced Repair team is doing further research on the options available and when we know more, we will reach back out to you here. Is that okay? 

I no longer work for Comcast.

4 years ago

0

EG

Expert

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110K Messages

@ComcastSarahL 

Please post any possible solutions for the issue here in the open 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.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

4 years ago

0

XfinityAdrienne

Official Employee

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1.2K Messages

Hey there, I hope your week is going well! I just wanted to let you now we are still here with you, and working with our engineer team directly. We greatly appreciate your patience with us! I would like to follow-up with you in the next couple of days, would that be okay? 

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

4 years ago

0

user_7dbebf

Visitor

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9 Messages

That would be fine. I wish the person that called me wasn't so unhelpful and had advised me you all were still working on it.

(edited)

4 years ago

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user_7dbebf

Visitor

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9 Messages

4 years ago

Do you have any updates?

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user_30908a

Visitor

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1 Message

4 years ago

I really hope something is actually happening with this issue. I just upgraded to the new gateway device and it will not enable moca, so my actiontec upstairs will not work. This is a problem, as I support a government agency with this equipment.

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CCJodie

Problem Solver

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1.3K Messages

@user_30908a Hey there! I would like to research a bit more about the updates on our end. To do that, please send us a private message by clicking on the chat icon in the top right-hand corner. Then search for Xfinity Support. 

I no longer work for Comcast.

4 years ago

0

user_7dbebf

Visitor

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9 Messages

4 years ago

Any updates on how to solve my problem?

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peter011

Visitor

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3 Messages

4 years ago

I also have an XB7 (TG4482A). I recently  purchased an Actiontec WCB6200Q to extend my network into a room that that gets very little or no Wi-Fi signal. The XB7 showed that the WCB6200Q was connected via MoCA, but I was unable to get an internet connection from the WCB6200Q. Actiontec support's suggestion was to have Comcast downgrade the XB7 to DOCSIS 3.0 -sigh! Any suggestions for a MoCA  adapter that will work with the XB7 (TG4482A)?

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XfinityBillie

Official Employee

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3.3K Messages

Hello and thank you for taking the time to reach out to us here on our Xfinity Forums! I'm truly sorry to hear that you are having difficulties with your WiFi signal. I'd love to look into the signals here on our end and see how we can best assist you. Please send us a private message with your name and service address to Xfinity Support by clicking the chat icon at the top right of the page.
 

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
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

4 years ago

0

peter011

Visitor

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3 Messages

When I try to chat no ComcastBillie is found.

My question was about MoCA adapters that work with XB7s; not about Wi-Fi coverage in my house.

4 years ago

0

XfinityKatie

Official Employee

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744 Messages

Our apologies for any confusion. You are no longer able to send a reply to one of us directly, so you would want to instead message "Xfinity Support" and you'll be able to reach us there! As far as recommendations, since we don't directly support MoCA Adapters, we don't have any specific makes/models to recommend for third party models. However, we do have something call xFi Pods that help to extend your networks coverage to parts of your home where service may not be as strong. I think this could be a great option for you as they work hand-in-hand with our Advanced Gateway modems and can easily be managed via the xFi App to allow you complete control of your network. If you wanted to learn more on our xFi pods and see if they could be a good fit for you, please check out these links-

 

xFi Pod WiFi Extenders: https://comca.st/3Aa90ZC

xFi Pods FAQs: https://comca.st/3w2M8YS

 

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

4 years ago

0

EG

Expert

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110K Messages

4 years ago

I wonder how the original poster @user_7dbebf is making out ? It would be nice if an employee would close that loop so that we don't have multiple new users piling on to this thread.....

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user_7dbebf

Visitor

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9 Messages

@EG No one from Comcast has ever gotten back to me. Still DOA with very little hope someone that Comcast is even looking into this issue.

4 years ago

0

user_e35520

Visitor

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1 Message

Hi @user_7dbebf . Just checking in to see if any resolution has come about? We have exactly the same issue with the XB7 and Actiontec MoCA device. It seems that there has been no resolution, but I just wanted to check. Our previous Xfinity modem worked without issue with the MoCA setup so this issue with the new modem is really disappointing. Thanks!

4 years ago

0

XfinityRaul

Official Employee

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1.9K Messages

Hello, @user_e35520. I'm sorry to hear you're having a similar issue with the XB7. For future reference, it is better to submit your own post for help as it creates a ticket to get help, and sometimes posting on an old thread can delay getting help.

 

Please send me a private message with your first and last name as well as your full service address by using the Peer to Peer chat icon is located at the top right of the page. Clicking on the chat icon will bring up a chat box that will allow you to initiate the conversation.

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

4 years ago

user_a65384

Visitor

 • 

1 Message

4 years ago

 I have the same issue, my Actiontec MOCA 1.0 adapter previously worked fine. I added 2 third generation Pods and it seems to knock out the MoCa connection sometimes for an hour or 2 randomly. Is my equipment incompatible? I have the newest gateway coming in the next few days, should I expect better compatibility or count on drilling and running cable?

0

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user_7dbebf

Visitor

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9 Messages

4 years ago

I wish someone from Comcast would reply to tell me what is going on. At least they could send me a 2nd gen modem so I can go back to what I had before the "upgrade".

1

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CCStephanieK

Problem Solver

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909 Messages

Hello, @user_7dbebf.

I am showing we sent a message to you on the 26th of April. Are you able to see this message on your end? "We heard back from our engineering teams and while a few years ago engineering would enable whitelisting on owned devices, due to improvements with MoCA whitelisting is no longer needed. We can send out a technician to correct any issues with MoCA at your home, but at this time I am not seeing any issues with the MoCA readings. For third-party devices you may want to re-check your equipment settings or remove the equipment as it may not be needed any longer." Please follow up with us over Direct Message for further review! Thank you. 

I no longer work for Comcast.

4 years ago

0

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