Anon314168's profile

Contributor

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28 Messages

Friday, April 25th, 2025 8:34 AM

splitters and new modem

We need a new Modem.  Technician saw we had a splitter and stated that new modems are incompatible with Splitters.  He said he had to then remove the splitter...but will be a major task

to pull out furniture, etc to get to it.   Is this a true statement?    We have 4 on this line and really must have a splitter or equivalent.  So Xfinity just stopped making them available ?   Does not sound like the best customer service !!    

Official Employee

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2.4K Messages

3 months ago

 

Anon314168 Thanks for reaching out with your splitter concern. Using one would be fine, but a 4 way split could cause some signal issues as it splits the signal multiple times. I would think one is just fine though for you to use, although a direct connection is the best option. I'm not sure why they stated they aren't compatible, they just aren't preferred if it can be helped. 
 
As for the moving of furniture statement, we do ask customers to have the area where the connection is easy to access before arrival. I can't say for sure why they called it a major task as I'm not sure what needed to be moved. You can use a splitter though if you like, it just might cause some signal issues from time to time to the devices it splits to. 
 
I can also help with getting a replacement modem if needed. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

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Contributor

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28 Messages

3 months ago

We have three TV's and 1 Computer on a line.  We have another line with two TV's.   Splitters added at installation, years+ ago.  Had to get a new modem and technician removed all splltiers ??

So...what happens to signal now?   thanks

Official Employee

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1.8K Messages

Anon314168 are you able to let us know if you already had an appointment, if you have a new modem and if your splitters were removed? If service is working well your signals should be stable. 

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Contributor

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28 Messages

15 days ago

The Splitters were removed and.....it takes longer now for all TV's to 'come on'.   I guess that is OK, but it seems odd that Comcast has this result for its customers who have the new modem.

Official Employee

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2.2K Messages

That is definitely unusual, @Anon314168. Years ago, when the TV signals were analog, technicians had to install line amplifiers, which were sort of a powered splitter, to ensure all the cable boxes were receiving enough signal power. Once all the signals went digital, there wasn't a need for the line amplifiers anymore, but if somebody already had one in place, and it wasn't causing issues, we just left it alone. It's possible the technician who came out may have just been using the term "splitter" to describe something like that. If you do encounter any service issues because of these changes, please let us know.

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

Contributor

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28 Messages

I do wonder if maybe there IS a need for amplifiers....TV's and Computer are much slower to come on.

OK:  New modem in and tech was great...fixed and updated several things.  However:  We can no longer get Comcast emails through Outlook.  He said i had to talk to you about fixing that.   Comcast emails also do not come through via Outlook on my phone.    What to do?

Official Employee

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263 Messages

I'm definitely glad to hear that the technician was able to get everything back on track for you Anon314168! As far as using Outlook for your comcast.net emails, it should be as simple as updating the client through your Outlook settings where you're trying to use it. I would recommend deleting your comcast.net email from your Outlook account completely and add it back by entering in your full credentials in Outlook. As long as the information is correct, your emails should populate.

 

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