unixfreak's profile

Contributor

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24 Messages

Thursday, April 23rd, 2026 1:06 PM

Tech put my connection on a private network among other nightmare visit

So I had a tech come out last Sunday only because of a single channel that I couldn't receive from my cable card device (MythTV - like Tivo). I so regret it. When he arrived he said he was going to have to run a new cable from the pole to my house - due to signal strength at the modem. Fair enough, I thought - although everything has been perfectly fine for the past 20 years. So he comes off of the pole and wants to know where the signal comes into the house. I show him my broadband drop amp and he says that's got to go. I asked why? He says your loosing certain frequencies. Don't try to [Edited: "Profanity"] another engineer. So I go with it. He installs a passive 4 way splitter. Then he wants to know where the modem is. So I show him and he points out that it won't boot up. Hmmmm ... it's been working fine for years until 15 minutes ago. So he installs an Xfinity modem that will be a monthly charge now (I owned the other modem). He says it has WiFi! I already my own WiFi. So I need a working modem obviously. He makes sure I'm good to go on the internet. After he leaves, and I wish I would have looked at my Edge-Lite router before he left, and my ourfacing IP address is now 10.0.0.10! IT's a private class A ipaddress.  Obviously that is going to break my VPN access!! I used to be on the 24.126.202.0 network which I had configured my L2TP VPN to connect to. 

Also after the tech was gone, I found that a ton of channels could no longer be recieved on my MythTV system. So I reconnected my broadband drop amp and got all of my channels back except for the single channel that the original call was for. It's also not good practice to just assume the customer's drop amp can be removed without knowing the cable tv topology in the home, as in how many of what splitters are where in the home. 

There is a tech coming out Saturday. I am going to have to be put back on a routable network which may very well cause my modem to be able to boot up (reached).

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Official Employee

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2.5K Messages

3 hours ago

Hey there, @unixfreak. We see that this post is from a couple of days ago (thank you for creating a post to get started!) You mentioned another tech coming by today. Have they been out yet? We'd love to help if you still need us in any way, and our team is great at reviewing/resolving/escalating concerns quickly and efficiently.

Contributor

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24 Messages

Hi! Thank you and the tech did show up. He was very helpful in pointing out that my broadband drop amp had too much signal going to the modem so he connected a splitter that feeds the modem as well as the input to the drop amp so that my cable card device's tuners are happy as well as the X1. 

My modem does appear to be dead after trying to use it after installing the splitter. It's overheating per the manual's indication of the solid red light. 

As for the network address issue, after the tech left, I realized that my router was getting it's IP address from the new modem/Wifi router combo. I put that device in bridge mode so now there is no double NAT going on and my IP address is now public which fixes my access to VPN from work. 

That's the long version. I know I was frustrated but I do appreciate both techs that came out.  They both did their jobs properly. The new modem being a combo with wifi was what changed things. 

Official Employee

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2.5K Messages

I completely understand, @unixfreak. And I am so glad to hear that our techs were helpful! At Comcast, we're dedicated to providing exceptional service, and our technicians are the heart of that mission ❤️ To clarify, is there still an issue (or now a new issue) with the modem? We'd be happy to remotely troubleshoot any lingering concerns you may have.

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Contributor

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24 Messages

No - there is no issue at all. I put the modem/Wifi device in bridged mode which resolved the network issue. 

Official Employee

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2.5K Messages

Ah, ok. Thank you, @unixfreak! The modem appearing to be dead is what I must've misunderstood, my apologies. I am so glad things are resolved. Please don't hesitate to create a new post down the road if any other questions or concerns arise! Our team remains here to support you and your household however we can, always :)

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
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