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user_zcnia3
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09/04/2026 2:59 PM

Total Outage After Storm - Motorola MB8600 Stuck on Blinking Upstream / 0 Bonded Channels (BPI+ Failure)

My Xfinity service dropped completely during heavy storms yesterday. While automated customer service states there is no widespread neighborhood outage, my individual home line appears to be completely dead.
My customer-owned Motorola MB8600 modem is powered on and stuck in a startup loop with a solid green downstream light and a continually blinking green upstream light.
I have accessed the local modem diagnostic page at 192.168.100.1, and the connection logs show the following critical failures:
  • Acquire DS Channel: Locked (at 507 MHz)
  • Upstream Connection: Stuck "In Progress / Parameters Acquired"
  • Security: Failed BPI+
  • Bonded Channels Table: Reads completely blank with 0 QAM / 0 OFDM channels connected for both downstream and upstream data.
Troubleshooting already completed:
  1. Confirmed there are NO splitters on the coaxial line; the cable runs straight from the wall to the modem.
  2. Power-cycled both the modem and router multiple times.
  3. Performed a full 30-second physical pinhole factory reset on the modem. The device reboots normally but goes right back to the exact same blinking upstream behavior with 0 bonded channels.
Because the modem functions perfectly internally but cannot establish a return path to the CMTS, this is a clear case of individual line drop damage, a flooded line, or a fried port on the utility pole tap caused by the storm.
My local dispatch is booked out for days. I would like an official Xfinity Forum Employee to please escalate this ticket to a regional field line technician to investigate the physical drop line outside my house. Thank you.

Question

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52 minutes ago

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EG

Expert

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120.5K Messages

1 hour ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinitySara

Official Employee

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2.8K Messages

52 minutes ago

Thank you, @user_zcnia3, for creating this post and including those details. And for all the work you've already put in! Our team will gladly take a closer look and see what can be done to further escalate this on your behalf. Could you please send our team a direct message to continue?

 

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