2 Messages
Splitter causing no internet connection
Got an Xfinity-only setup in the apartment building. Have activated the Xfinity gateway for the internet with a direct connection to the wall. The Internet works great.
Have to use a splitter to connect the cable TV box. However, as soon as I add the splitter, the cable TV continues to work fine, while the internet frequently drops. Restart of modem helps for the internet for a few minutes only. I tried two separate splitter, both provided by Xfinity, but same result.
I checked the signal strength with a direct and using a splitter.
Direct to the wall for Xfi gateway: downstream power: 14.5dBmV, SNR: 42.2dB, upstream power: 40.8dB
Using a splitter: downstream power: 10.8dBmV, SNR: 42.1dB, upstream power: 43.8dB
What could be the issue here?
XfinityKassie
Official Employee
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1.7K Messages
2 years ago
@SouKal Good morning! Thank you for reaching out to our Community Forums Team for assistance with your connections. I can see how this would be a bit confusing with both splitters being tried. May I ask approximately how long the coax cable is you are trying to split is?
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XfinityKassie
Official Employee
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1.7K Messages
2 years ago
@SouKal Okay, thank you for these details. Sometimes the concern is that the cable is too long, that's not too bad. I'd like to take a look at things on my side with the TV box, and see if there is something that could be interferring with your internet connection. To begin, can you please send a Direct Message with your name and service address?
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
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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EG
Expert
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110K Messages
2 years ago
@SouKal @XfinityKassie
Please circle back here and post any possible solutions for the issue here in these 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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