Skip to main content

    Support

    Offers

Volt66's profile
Volt66
Conversation Starter
Conversationalist
1st Like

Frequent Visitor

 • 

20 Messages

Monday, June 9th, 2025 11:10 PM

Surfboard S34 Modem Interfering with X1 Service

I recently upgraded my cable modem to the Surfboard S34.  Now the picture from the X1 stb drops and pixelates frequently.  

If I power down the modem the X1 works fine. 

I don't notice any issues with the internet or streaming video over internet. 

Is the X1 service not compatible with the S34?  Do I need a specific splitter for DOCSIS 3.1 modem?

Question

 • 

Updated 

13 hours ago

46

3

0

Accepted Solution

Volt66

Frequent Visitor

 • 

20 Messages

13 hours ago

The tech came out and replaced the cable from the pole/tap/port back to the house plus all the outside connectors and passive filter, butt splice whatever that thing is. 

All is well now. :)

1

0

XfinityBenjaminM

Official Employee

 • 

2.2K Messages

That is great to hear! We're glad the technician got it fixed! Please let us know if there is anything we can help you with going forward. We also see your DM, we'll reply soon.

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

Like

Reply

13 hours ago

0

XfinityVictor

Official Employee

 • 

1.4K Messages

19 days ago

 

Volt66 Hello, are you still having issues with your picture?

 

2

Volt66

Frequent Visitor

 • 

20 Messages

Victor,

No, the last couple days the picture has been good and stable. 

Long story.  I replaced the X1 STB, the original had a build date of 2019, thought that might be the problem.  Go figure, the replacement also has a 2019 build year.   FWIW the new STB did not help.

Two days later everything was working fine.  Did my trip to pickup the new STB trigger something back at Xfinity HQ?  

Like

Reply

18 days ago

0

XfinityAlfonso

Official Employee

 • 

1.8K Messages

We're glad to hear the picture has been more stable, Volt66.  We do constant maintenance on our lines and network, so one of these overnight repairs likely contributed. When you activate new equipment, a signal is sent to the home once the box is plugged in to update software, and any hot patches are sent  whenever available. 

 

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

Like

Reply

18 days ago

0

Volt66

Frequent Visitor

 • 

20 Messages

17 days ago

Well I spoke too soon :(

The X1 picture was pixelating off and on and the audio dropping out last night.

For a XG1v4-A (model: AX014ANM) set top box, what should the incoming signal strength be?

I'm on the ~600Mbps plan right now.  Is there a better modem to use for my situation than a S34?  I got the S34 more for future proofing than anything else.

(edited)

5

0

XfinityRichard

Official Employee

 • 

2.1K Messages

Good Morning, @Volt66 ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'm very sorry for the trouble you are having with your services. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

 

Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. 

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

Like

Reply

17 days ago

0

Volt66

Frequent Visitor

 • 

20 Messages

Dump question, where is the DM button?

Like

Reply

17 days ago

0

XfinityRichard

Official Employee

 • 

2.1K Messages

That's a good question, @Volt66. Please make sure you're logged in first. Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.-Richard

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

Like

Reply

17 days ago

0

Volt66

Frequent Visitor

 • 

20 Messages

OK found it, top of the page in the banner section, right side square call out symbol.  but "XfinityRichard" does not exist in the mail list.  

Like

Reply

17 days ago

0

Volt66

Frequent Visitor

 • 

20 Messages

Ok figured it out, started a chat with "XfinitySupport", waiting response in the chat.

Like

Reply

17 days ago

0

forum icon

New to the Community?

Start Here