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Companion Boxes Out

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Frequent Visitor

Companion Boxes Out

After 3 chats and 3 levels of technicians, Comcast was finally able to determine my outage of both companion boxes is an "outside" problem not in my home.  This is after a dozen restarts and going up and down the stairs half the day Sunday.  They were able to tell me, and 4 other customers, right around me are having the same problem and that it is a MoCA network issue, I'm told that is the way the companion boxes talk to the main DVR box in order to play the signal.  It is degraded so they cant communicate with each other and they can't even see them correctly from the server.  Now they tell me there is no way to determine when a tech will come out to fix the issue due to COVID since they are limiting techs from coming inside a house unless it's necessary.  But can you explain to me if the problem is outside, I would assume to mean at the utility pedestal since there are five of us what COVID has to do with it?  Other than the excuse for terrible customer service.

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Diamond Problem Solver

Re: Companion Boxes Out

Moca issues aren’t an outside unless you are missing a moca filter and your neighbors are interfering. 9 out of 10 times it’s an inside issue, either equipment or wiring related Or both. With the ongoing pandemic, the Covid response is protect you and the tech. What troubleshooting have you tried?

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Frequent Visitor

Re: Companion Boxes Out

I even asked about the MoCA filters and they told me since it was working I didn't need them.  And they allegedly pushed it up to the third level tech who did some kind of testing inside and outside and told me it was outside.  I would love to know the right answer and would be glad to stop at an Xfinity store if they have the filters.  We had just moved 2 months ago, the boxes were working but they always had an issue with the app seeing them although they worked.  Thanks for any help.

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Frequent Visitor

Re: Companion Boxes Out

They claimed the signal was strong enough to serve the modem and the main TV DVR but not the companions, it sounded strange to me.

Diamond Problem Solver

Re: Companion Boxes Out

Try resetting the main box (not the gateway). Any details on how your cable is set up(amps, splitters).

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Frequent Visitor

Re: Companion Boxes Out

I did reset it to no avail.  The cable coming in goes to a 4-way splitter with the router, DVR, and the two companion boxes attached.  The splitter says 7db at each outlet.  They're all home runs directly to the splitter at the cable coming in.  The router and DVR work fine.

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Diamond Problem Solver

Re: Companion Boxes Out

Try to take the cables off the splitter and put them back or a different splitter. The moca that the boxes use have to pass out of the main box through the splitter to the boxes. Reset all boxes but leave the gateway unplugged

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Frequent Visitor

Re: Companion Boxes Out

I finally got a technician to respond after replacing all of the boxes as the CSR at the store suggested and the same issue was occurring.  The Tech replaced the splitter, all the coax ends and put a moca filter on the line, as I asked about on the very first call to the 800 number.  A frustrating week finally came to an end.  I will say that I had also contacted Comcastcares on Twitter and was pleasantly surprised that they do monitor that and kept up with asking what my status was.