MT8733 Troubleshooting Tips FAQs

What if I can’t connect to the internet?

• Unplug the modem’s power adapter for at least 20 seconds, then plug it back in, to see if that fixes the problem.
• Check that the device is connected to power and has a snug connection to coax.
• Check that the device’s Power LED turns ON. Is the power adapter plugged into a live outlet?
• Contact your cable service provider to make sure they’ve turned on your internet service.
• If you’re using a splitter with your MT8733, try the MT8733 without the splitter to see if that helps. If it does, you may need to get a splitter with a top frequency of at least 1000 MHz or 1,675 MHz if you have MoCA.

What if I am connected wirelessly, but my connection seems slow or keeps dropping?

• Place the MT8733 in a central location for the best wireless coverage throughout your home or office.
• Try to avoid interference by keeping the MT8733 away from large electronics and cordless phones.
• If you need a greater wireless range far away from your MT8733, consider adding a mesh WiFi system. Or if you have coaxial cable connections in other rooms, you can connect a MoCA adapter.
• Check your MotoSync app to view each device’s WiFi signal strength and to run internet speed tests. If your speed is significantly slower than your internet plan, contact your provider.

What if I don’t remember my MT8733’s Wireless Network Name/SSID or WiFi Password?

• You can access and change your SSID and Password in the MotoSync app.
• Alternatively, you can reset the device to factory defaults by pressing the Reset button for 20 seconds using a paperclip; then, refer to the default values on the bottom label of your MT8733.

What if I can’t make or receive phone calls?

• Make sure that you have ordered Xfinity voice service.
• Make sure that the TEL1 light is ON (lit solidly). It may take several minutes after power-up before voice service is established. Note also that it may take several days to activate voice service for the first time.
• If the TEL1 light never turns on, turn your MT8733 off for at least 8 seconds, then on. Wait up to 20 minutes to see if that fixes the problem. If the TEL1 light still isn’t ON, contact Xfinity.

What if I can’t make an Internet connection right after installation?

• First turn your MT8733 off for at least 8 seconds, then on, to see if that fixes the problem.
• Check the connections you’ve made to your MT8733. Power and coax connections are required, and up to 4 Ethernet connections are optional. Are those connections good? Be sure that the coax cable connection is finger-tight, possibly using the coax wrench. Do not over-tighten.
• Check that the MT8733’s power supply is plugged into a live outlet and that the Ethernet cable (if used) is connected securely.
• Make sure that your coax cable is live. You can check that by using it with a TV.
• Check that you provided the correct setup information to your cable service provider.
• Contact your cable service provider to make sure they’ve turned on your Internet service.

What if I can’t make or receive phone calls right after installation?

• Make sure that you’ve ordered Comcast Xfinity Voice service.
• Make sure that the Tel1 light is ON (lit solidly). It may take several minutes after power-up before voice service is established. Note: It may take several days to activate voice service for the first time.
• If the TEL1 light never turns on, turn your MT8733 off for at least 8 seconds, and then on. Wait up to 10 minutes to see if that fixes the problem.
• If the TEL1 light still isn’t ON, call your service provider.
• If the TEL1 light is ON but you can’t make and receive calls, check the connections to your phone.
• The TEL2 jack will only work if you have service from Comcast Xfinity that includes two phone numbers.
• If your phone has a base that needs to be powered, make sure it has a secure connection to a live outlet.
• If your phone’s handset uses a battery, make sure this is fully charged.
• If you have connected to your home’s telephone wiring, make sure that the home's wiring is disconnected at the demarc from the telephone company’s network. The demarc is where the telephone company's network enters into the home and connects to the home phone wiring.

What if my phone has no dial tone?

• Make sure your phone is plugged into a Tel port on your MT8733.
• Check the connection both at the MT8733 and at the phone.
• If your Xfinity voice subscription includes one line only, make sure you have connected your phone to the TEL1 jack on the MT8733.
• The TEL2 jack will only work if you have service from Comcast Xfinity that includes two phone numbers.
• If you have a cordless phone, make sure the base station is powered, and the handset's battery is charged.
• If you have an Internet connection but the TEL light on the front of the MT8733 is not lit solid even after several minutes, check with Xfinity whether your voice service is provisioned correctly.

What if incoming phone calls do not ring?

• Make sure the ringer on your phone is turned on.
• Check whether Call Forwarding is enabled

What if my phone's Caller ID doesn't display a name?

• Some callers may block their Caller ID.
• If the Caller ID displays a number but no name for some frequent callers, check to see if you can program your phone to display a name for those numbers.

What if my MT8733 has been working and then stops working?

• First turn your MT8733 off for at least 8 seconds, then on, to see if that fixes the problem.
• If the MT8733’s lights don’t come on, check that the modem is getting power from its power cube.
• Check your MT8733 Ethernet or telephone cables, if used.
• Check with your service provider. Sometimes there’s a service outage or some other service issue. Sometimes a service outage also affects your TV service, so check that.

What if I’m getting Internet service but my speed is disappointing?

• Be sure you know what speed you’re paying for.
• Check the speed with a computer using a wired Ethernet connection and plugged into one of the modem’s Ethernet ports. Use one of the tools found when you search the phrase: broadband speed test. Make sure your computer's wired Ethernet LAN port supports gigabit rates (1000BT or GE). You will need this to achieve service speeds of 100 Mbps or greater.
• If you get good speed when a computer is directly connected to the modem, you may have a wireless problem. In that case, please re-read the wireless router section.
• Some video streaming services get bottlenecked, especially at busy times like after dinner. See whether you have the speed problem at less busy times or when using another streaming service.
• Try connecting your MT8733 nearer to where the coaxial cable comes into your home. This lets you see whether your home’s cabling is a problem.
• If you’re using a splitter with your MT8733, try the MT8733 without the splitter to see if that helps. If it does, you may need to get a better splitter, one with a top frequency of at least 1000 MHz or 1,675 MHz if you have MoCA.

What if I'm told that my MT8733 isn't approved by my cable service provider?

If your Cable Service Provider is Comcast Xfinity, then that's not true. The MT8733 is specifically listed on the Comcast Xfinity website as an approved device for Internet and phone services at mydeviceinfo.xfinity.com. Other leading cable service providers have a list of certified cable modems for each of their Internet speeds. You can check the list for your service provider, you can also find information about certifications here.

What if I don’t know my MT8733’s Wireless Network Names/SSIDs or Security Key/Password?

The default values are printed on the bottom label of the MT8733; use these unless you change them. If you changed them, try to remember where you saved copies of the new values. Alternatively, if you have a device that connects wirelessly to the MT8733, it may show the Wireless Network Name/SSID and Password. You can also find this information through MT8733’s Configuration Manager. Information about doing this is in the Configuration Manager section above.
If all else fails, reset the device to factory defaults by holding the Reset button for 20 seconds. You can then use the default values.

What if I think that wireless devices are interfering with my MT8733 wireless router?

Note that this should be done for both the 2.4 GHz and 5GHz tabs. or the Band that is experiencing interference.

1. Where possible, put the MT8733 as far away as possible from interfering devices such as Bluetooth transmitters and neighbors’ WiFi routers.
2. To try to pick a less-used wireless channel for your MT8733, first, go into your MT8733’s Configuration Manager. Note: This may be overridden by the MotoSync app
3. Then, click the Advanced button at the top of the page, then click the Wireless and Scan submenu.
4. Click the Scan APs button. A list will appear of competing wireless networks, including the channels they are using. Write down one or more of the less-used channel numbers, since a less-used channel should be better for your MT8733.
5. On the top of the page, click the Wireless Basic menu item.
6. On the Basic page, select the channel you want in the Channel pulldown, then click Save.