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Visitor

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10 Messages

Sunday, November 19th, 2023 1:44 AM

Replacing the Xfinity modem with your own modem

I got tired of my Xfinity bill getting so expensive and called Xfinity Customer support to talk about it, and they suggested I can significantly reduce cost by eliminating all the equipment I was renting from Comcast. All I had to do was return the equipment and purchase my own modem and just use the "Xfinity Stream" App.  I followed their suggestion and purchased the Motorola MT8733 that was recommended as one of the devices for the Xfinity Internet Plan.  I picked this device because it supports WiFi, a "Voice Telephone", and DOCSIS 3.1 - which seemed to be functionally equivalent to the XB7 I was renting.  After a couple of fixes, I can say the "Xfinity Stream" functionality meets my expectation.      

However, I was having trouble getting my "Voice Telephone" (aka Land Line) working with the new modem.   Specifically, I could receive incoming calls with no issue, but I could not make an outgoing call as it just results in a busy signal. I spent a couple of weeks working with both Motorola support and Xfinity support trying to resolve this issue. The most frustrating part of that exercise is the finger pointing, where Motorola says the problem is with Xfinity and Xfinity says the problem is with Motorola. I have to say Xfinity seems to be winning the argument because they swapped the MT8733 with their XB8 and demonstrated my Land Line phone works in both directions - but when I shared that information with Motorola they were not surprised (I am not sure what they mean by that).

     

Motorola tells me there are other customers that have accomplished what I am trying to do, and have suggested reaching out in this forum for advice. Is there anyone on this forum that has had success in replacing the Xfinity modem with their own modem to support Xfinity Stream and a Voice Telephone?  If so, please share what modem you are using and please share any special steps needed to get your Land Line working as expected.

Accepted Solution

Visitor

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10 Messages

6 months ago

I wanted to share my status on this topic. I installed the following equipment yesterday:

  • Netgear Nighthawk Xfinity Modem with Voice (CM2050V) Cable Modem DOCSIS 3.1 
  • Netgear Nighthawk WiFi 6 Router (RAX120) 

I then contacted Xfinity support and getting the above equipment activated for internet and "Xfinity Stream" was fast and easy. However, there was still an issue with my Land Line but that was eventually corrected 24 hours later (the issue being something about provisioning and "back end signals").

Everything has been running well now for several hours, and I plan to return the rented XB8 later this week.

Official Employee

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1.2K Messages

Thank you for sharing! And, it was a pleasure speaking with you, @user_e0a095. Happy to learn things are running well, and we're here to help if anything changes. Take care, and thanks again for choosing Xfinity! 

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Official Employee

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995 Messages

6 months ago

Thank you, @user_e0a095, for meeting us here in our forums about your experience with the Motorola MT8733 and our Xfinity Voice service. We hope our community brings more clarity for you. I also want to let you know the Netgear CM2050V is also compatible with our Xfinity Voice service. In case you decide to swap the Motorola modem. Please let us know if you need anything else from us.

Visitor

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10 Messages

Thanks "XfinityLinda" for the info but I need another hint. I see the CM2050V listed on your site of recommended devices, but the CM2050V does not support WiFi. I also suspect the CM2050V does not support the Router service. I assume that means I would need another component to perform Router and WiFi services. Please share your recommendation for a full solution - it doesn't matter to me if the Modem/Router/WiFi services are integrated in the same device, or implemented with separate devices - I just want a solution that is functionally equivalent to the devices you rent (eg the XB8) .

Official Employee

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995 Messages

@user_e0a095 You are correct, Wi-Fi is not supported by the Netgear CM2050V. The only choice is the Motorola MT8733 as an all-inclusive option.  While troubleshooting with Motorola was the option to swap out for a new device of the same model offered? Not sure if you possibly purchased a defective one. I apologize but our compatible device link: https://www.xfinity.com/support/devices/#unauth is not showing a recommended router only option. My recommendation is to keep renting our awesome XB8.

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Visitor

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10 Messages

Thanks "XfinityLinda", but my purpose for using the forum is to ask if anyone has had success in replacing the Xfinity modem with their own equipment (using either an "all-inclusive" device or multiple devices) to support Xfinity Stream and a Voice Telephone, and support router and wifi services.

Regarding your question - I want to avoid the experience I had with the Motorola MT8733 where Motorola blames Xfinity, and Xfinity blames Motorola.  Motorola support tells me they have seen the same issue with other customers and the issue was owned and corrected by Xfinity.  This makes me think Xfinity needs to educate their field technicians.  However, if someone reading this tells me they are using the MT8733, then that adds credence I had bad luck in purchasing a defective one.

1 Message

@XfinityLinda​ I own the Motorola MT 7711 and I was told by Xfinity this is a good choice for replacing the xb8, which I plan to connect shortly as my bill is going up and this Motorola is just sitting in my storage case. I have your home telephone service and the MT 7711 should accommodate this. Am I correct?

Expert

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103.7K Messages

@user_rpx643 

Yes. It supports their voice service. Which speed tier / plan are you subscribed to ?

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Expert

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103.7K Messages

6 months ago

Here is an excellent site for information about all things that are router !! Poke around the various sections, you can learn quite a bit !!


https://www.smallnetbuilder.com/tools/charts/router/view  

Visitor

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10 Messages

6 months ago

XfinityLinda,

While I am waiting for others to share their experience, I want to explore a different idea.

I am happy with the XB8 device as it meets all my home requirements, but I am not happy about renting it forever.

Is there any option to purchasing the XB8 device?

Official Employee

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1.2K Messages

Xfinity Gateways are available to rent, and not available to purchase, @user_e0a095. Have you tried plugging your phone into the various available ports on your device to see if it helps make outbound calls?  

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Visitor

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10 Messages

Not me personally, but the two Xfinity Technicians have tried several phones in both ports with the same bad results. The Xfinity Technicians blame Motorola, and Motorola blames Xfinity.  Here is the response from Motorola:

  • "The facility that allows landline connection in our MT8733 is passive. ... The ability to receive calls but not place calls is all on Xfinity's side. ... We've dealt with this behavior in these devices before.  …  I still stand that it's an Xfinity issue because we have seen this with other customers before."

To be fair, Xfinity did demonstrate the phone works as expected with their XB8 device, which boosts their claim it is Motorola's issue. I never expected this to be this hard, which is why I posted on this forum to ask how others solved this issue.

Official Employee

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1.2K Messages

Let's troubleshoot this issue, and we'll get to the bottom of this together, @user_e0a095. Please send a direct chat message with your full name and complete service address to “Xfinity Support”? To do so, click on the chat icon located at the top right of this forum's page.
 
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

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Expert

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103.7K Messages

6 months ago

@user_e0a095 

They don't sell modems / gateway devices.

(edited)

Visitor

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10 Messages

EG, I am not surprise to hear that - I suspect it is because they make more money renting the equipment. 

Hopefully, someone in this forum has found a solution and is willing to share that solution with the rest of us.

Official Employee

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1.2K Messages

6 months ago

Thanks again for reaching out to us @user_e0a095! Based on the issues not occurring on other modem/gateway devices, we were able to isolate the cause of the landline issues to be linked to the specific MT8733 being used. There are not any tickets open or mention of this issue being a “known issues” for this model. It is possible that specific device was defective since the manufacturer was unable to resolve the issue either.

 

Using our awesome site for compatible devices, we were able to confirm the Netgear CM2050V is a compatible modem for your current internet speed tier and home phone services. This device does not have wireless internet/router capabilities so a router will be needed.

 

We determined it was best to see what routers are compatible with the modem by checking the modem’s manufacturer’s website.

Visitor

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10 Messages

I agree, the chat was productive. I was a little disappointed to learn Xfinity does not recommend any Routers with that modem.  Looking at the Netgear site, I am leaning toward this equipment:

  • Netgear Nighthawk Xfinity Modem with Voice (CM2050V) Cable Modem DOCSIS 3.1 
  • Netgear Nighthawk WiFi 6 Router (RAX120) 

I am a little uncomfortable making a guess, so I am still interested to learn from other forum readers what success that have with their own solution.  

If I don't hear anything by Tuesday next week (Nov 28), I will proceed with this guess, and will report any status next week.

1 Message

6 months ago

Good Morning - I'm currently using the CM2050V for both data and voice with no issues.  It's connected to an ASUS RT-AX86U which is in AiMesh mode with a RT-AX68U to increase wifi coverage to a remote part of the house.   No issues with this setup on a 1Gb down plan.   Xfinity pushed a new firmware version 9.01.01 sometime in the past few months which supposedly will allow it to provide higher upload speeds when my area is upgraded (so far no issues with that firmware that others on the forums have reported).

I've used several other voice enabled modems and modem/router combos over the years with no issues - C7100V & T25 but those are no longer supported on my speed tier.

Although this is a longshot since the Xfinity modem works and I'm certainly not an electronics engineer....have you checked that your original POTS copper connection (Verizon in my area) is disconnected from the rest of the house phone wiring if you're connecting to that.   Guessing that any voltage coming in on that line could trip up the modem connection but would have expected it to affect both Xfinity and consumer gear.

Good Luck.  

Visitor

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10 Messages

User_3wszfi, Thanks for posting your information about the CM2050V - That gives me confidence that is the right direction to go. 

I see your RT-AX86U Router is recommended in EG's "smallnetbuilder" link above, but I am going to be paranoid and use the same vendor for both modem and router.

Regarding your "longshot", I will let the Xfinity folks following this thread post their own theories and comments. For me, I felt Xfinity had a (slightly) better argument, so I returned the Motorola device. Hopefully, I won't see the same issue with the Netgear device. 

1 Message

5 months ago

I have enjoyed reading this very helpful thread. I am considering investing in a voice modem and router in place of my rented unit from Xfinity as well. My question is whether this change is really worth the effort and cost. It appears that the buy in price for modem and router is around $600. Given that comcast charges $15/month for theirs, there is no ROI for over 3 years. And by then, the equipment may need to be replaced. So, I ask, why would anyone do this?

(edited)

Visitor

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10 Messages

@user_k1bkq9​ I agree, your situation might not be a good match for this solution. Let me elaborate on why I did this from my perspective, and this may help others decide if the Return-On-Investment (ROI) is worth it.  First, I agree the initial cost for both router AND modem is around $600, but I am betting my next upgrade (should I choose to do so) will only require a new modem, so that would be around $300. Second, my rental charges are significantly higher than yours as I was renting an Xfinity device for every TV in the house, and I wanted to avoid those rent charges too.  For the TVs that were not "SMART", this meant purchasing alternative equipment like the Amazon Firestick or Apple TV.  So, in my case, switching to Xfinity Stream AND using my own equipment makes the ROI more attractive, as this solution reduces my bill almost $100 per month.

Contributor

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196 Messages

@user_k1bkq9 

It's often about more than just cost.  3rd party equipment offers capabilities that Xfinity rental equipment doesn't offer.  If a lone router as your only WiFi connection isn't enough to cover your home and you want more speed than Pods can offer or features Comcast doesn't have you need something else.  These days that often means a mesh kit.  If someone is in that sort of situation where they need the mesh kit (or business grade equipment, etc.) anyway we're really just looking at a modem cost when thinking about ROI.

If you don't need voice the modem is $100 for a Hitron CODA56.  DOCSIS 3.1, qualifies for increased upload speed where available, etc.  Needing voice makes a mess of the whole deal since a CM2050V is $300.  I wouldn't recommend buying a CM2050V until if/when they fix the firmware and it gets back on the increased upload speed approved list.  I have one and got an email a few weeks ago about a "firmware problem causing instability" and they took it off the increased upload approved list.  Comcast says Netgear is working on a fix.  The economics also work out better on slower connections.  If you don't need top speed or 6GHz and you don't have a big house you can get a router for less than $100.  Thus for a lot of people it's $200 in equipment, "pay it off" in 14 months.  Then if you need better features than Comcast offers it's really more like $100 if you don't need voice.

1 Message

As of today, Xfinity sent me the newest modem available for $15.00 a month. Looking at this for a while I decided to buy my own, however I have had troulel with the netgear 2050 modem and router of trying to get this to hooked up? I tried for 2 weeks and 2 different modems and routers. It failed me both times and spent days trying to get this fixed. I was told to buy the modem router combo so like the other person I bought the MT8733. I had that up and running in 25 minutes with 2 telephone ports. I've had it for roughly a little over a year and a half? But it seems like it's fading somewhat with connections and speed? I'm not sure if it's xfinity or this modem is out of date already?  I was looking into trying the netgear 2050 again but after typing this and the headache I had with it i've decided to try the xfinity equipment and see how fast that is and go from there. Also I got an email a month ago to upgrade my equipment? Is this xfinity's way of saying rent me, rent me? or I will mess with your speeds? Speaking of speeds I had a tech come in to my house also and he said I don't need 1200 speed and to get 300 speed. I tried to get 300 speed but was informed "many times" by xfinity if I lower the speed it would cost more money? How is this possible? Something isn't right with xfinity and I don't know who the heck to believe?

Official Employee

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2K Messages

Hello @user_zt8h8m Per the modem, you can definitely own your own modem at any time that you want. You would want to visit the link: https://mydeviceinfo.xfinity.com/ to check on compatible modems. As long as the modem is a modem/ router combination you would not need to get separate equipment. If you are in a Next Gen area, after putting in your address and level of downloads at the link: https://mydeviceinfo.xfinity.com/ if you scroll down you will see an additional box with the title "All Compatible Devices" (including next generation speed tiers.) You would need to select this for the modems that are compatible devices for those upgraded upload speeds. I want to let you know that there are great benefits to using our Xfinity modem https://www.xfinity.com/support/articles/why-rent-wireless-gateway. 

 

With pricing, sometimes different speeds have promotions therefore you may find a higher tier to be lower in price than a lower internet tier. Here is a link: https://www.xfinity.com/learn/offers with our current promotions if you wanted to take a look. Just make sure you are logged on to your account to see the promotions available for your account.

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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

1 Message

3 days ago

I also don’t want to pay a monthly fee for a modem/router so I decided to use my own. The Motorola MT7711. I chose this one as it is on the Xfinity list of approved modems, it accommodates land lines. And it was highly rated  in an article I Googled. About seven days into this everything seems to be working. I realize it’s docsis 3.0 and it’s not as effortless as the Xfinity equipment but it’s working quite well. My download speed is about 350 on a good day which is less than I’m paying for. I can make and receive phone calls. I looked at the big online retailer and this modem is about $155 for a new one and far less if you scroll down a little for “like new”

condition. Good luck. Xfinity is great. But they’d be awesome if they let you buy the xb8.

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