MG8725 Troubleshooting Tips FAQs

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

1. First turn your MG8725 off for at least 8 seconds, then on, to see if that fixes the problem.
2. Check the connections you’ve made to your MG8725. 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.
3. Check that the MG8725’s power supply is plugged into a live outlet and that the Ethernet cable (if used) is connected securely.
4. Make sure that your coax cable is live. You can check that by using it with a TV.
5. Check that you provided the correct setup information to your cable service provider.
6. Contact your cable service provider to make sure they’ve turned on your Internet service.

What if my MG8725 has been working then stops working?

1. First turn your MG8725 off for at least 8 seconds, then on, to see if that fixes the problem.
2. If the MG8725’s lights don’t come on, check that the modem is getting power from its power cube and that the MG8725’s power is on
3. Check your MG8725 Ethernet
4. 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?

1. Be sure you know what speed you’re paying for.
2. 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.
3. If you get good speed when a computer’s directly connected to the modem, you may have a wireless problem.
4. 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.
5. Try connecting your MG8725 nearer to where the coaxial cable comes into your home. This lets you see whether your home’s cabling is a problem.
6. If you’re using a splitter with your MG8725, try the MG8725 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 1,675 MHz.

What if I'm told that my MG8725 isn't approved by my cable service provider?

• The MG8725 is specifically listed on the Comcast Xfinity website as an approved device for Internet 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.

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

• Ensure you know the speed of your service plan.
• If you have access to the Motosync App, you can run a speed test from the main Network screen. Scroll to the bottom of the page and run a speed test. The results will be posted within a minute or so. If the speed test yields good results, we recommend checking the signal strength of the connected devices.
• If you don’t have the app, check the speed with a computer plugged into one of the modem’s Ethernet ports. Using a web browser, search for broadband speed test. Select a speed test option and run it. Make sure your computer’s LAN port supports gigabit rates (1000BT or GE). You will need this LAN port speed if you want that computer to achieve service speeds of 100 Mbps or greater.
• If you get good speed when your computer is plugged into the modem, you may have a wireless problem. Below are some possible steps to take to resolve the problem.
• Where possible, put the MG8725 in a central place so that it’s not too far away from your other wireless devices.
• Try to avoid interference from other wireless devices such as Bluetooth headsets and stereos, microwave ovens, wireless printers, and 2.4 GHz cordless phones and base stations. Don’t put the MG8725 close to these interfering devices.
• Sometimes it helps to change the MG8725 wireless channel frequency to reduce interference with neighbors’ wireless networks.
• Wireless range can be limited by issues like weak wireless clients and challenging building configurations. Some devices that connect to the MG8725 do not have as powerful a wireless signal, so those devices may slow down your network’s WiFi. If you need greater wireless range far away from your MG8725, consider adding a mesh WiFi system. Or if you have coaxial cable connections in other rooms, you can connect a MoCA adapter.
• Some video streaming services get bottlenecked, especially at busy times such as after dinner. See whether you have the speed problem at other times.
• Try connecting your MG8725 device 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 MG8725 device, try the MG8725 device 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 1,675 MHz.
• Refer to the label on the bottom of your router. It shows the default values for you to use. If you changed these credentials, try to remember where you put the new values. We recommend writing new values on a label and attaching it to the bottom of the MG8725.
• If you are using the motosync app with your MG8725, you can view a copy of the Wireless Network Name/SSID and Password. From the app, you can update this information if needed. You can also find this information in the MG8725 device Configuration Manager.
• If all else fails, reset the device to factory defaults by holding the Reset button for 20 seconds. (A paperclip helps.) You can then use the default values.