Connection stability issues (setup with MB8611, Asus ZenWifiAX)

I have the 1200 Mbps plan running a Motorola MB8611 modem with the Asus ZenWifi AX mesh wireless system. When I run a speed test, the speed is outstanding. However, there are frequent disconnects that seem to be getting even more frequent - to the point where my wife and I are unable to work from home. I'm at a loss of what to do to get a more consistent connection.

DOWNSTREAM

Channel	Lock Status	Modulation	Channel ID	Freq. (MHz)	Pwr (dBmV)	SNR (dB)	Corrected	Uncorrected
1	Locked	QAM256	32	585.0	6.9	40.0	0	0
2	Locked	QAM256	17	483.0	7.5	40.5	0	0
3	Locked	QAM256	18	489.0	7.3	40.4	0	0
4	Locked	QAM256	19	495.0	7.4	40.5	0	0
5	Locked	QAM256	20	501.0	7.4	40.3	0	0
6	Locked	QAM256	21	507.0	7.7	40.4	0	0
7	Locked	QAM256	22	513.0	7.1	40.2	0	0
8	Locked	QAM256	23	519.0	7.0	40.3	0	0
9	Locked	QAM256	24	525.0	6.4	40.0	0	0
10	Locked	QAM256	25	531.0	7.0	40.1	0	0
11	Locked	QAM256	26	543.0	6.9	40.0	0	0
12	Locked	QAM256	27	555.0	6.4	40.0	0	0
13	Locked	QAM256	28	561.0	6.7	40.1	0	0
14	Locked	QAM256	29	567.0	6.6	40.1	0	0
15	Locked	QAM256	30	573.0	6.7	40.1	0	0
16	Locked	QAM256	31	579.0	7.1	40.0	0	0
17	Locked	QAM256	33	591.0	6.8	40.0	0	0
18	Locked	QAM256	34	597.0	6.2	39.8	0	0
19	Locked	QAM256	35	603.0	6.5	39.9	0	0
20	Locked	QAM256	36	609.0	6.6	40.0	0	0
21	Locked	QAM256	37	615.0	6.3	40.0	0	0
22	Locked	QAM256	38	621.0	7.1	40.1	0	0
23	Locked	QAM256	39	627.0	6.2	39.8	0	0
24	Locked	QAM256	40	633.0	6.2	39.9	0	0
25	Locked	QAM256	41	639.0	5.9	39.9	0	0
26	Locked	QAM256	42	645.0	5.8	39.9	0	0
27	Locked	QAM256	43	651.0	6.1	39.9	0	0
28	Locked	QAM256	44	657.0	6.0	39.9	0	0
29	Locked	QAM256	45	663.0	6.0	39.8	0	0
30	Locked	QAM256	46	669.0	5.3	39.6	0	0
31	Locked	QAM256	47	675.0	4.8	38.4	0	0
32	Locked	OFDM PLC	48	722.0	5.3	38.5	5870165	0

UPSTREAM

Channel	Lock Status	Channel Type	Channel ID	Symb. Rate (Ksym/sec)	Freq. (MHz)	Pwr (dBmV)
1	Locked	SC-QAM	5	5120	16.4	42.0
2	Locked	SC-QAM	6	5120	22.8	42.0
3	Locked	SC-QAM	7	5120	29.2	42.0
4	Locked	SC-QAM	8	5120	35.6	41.5

EVENT LOG

Time	Priority	Description
21:39:16 Thu May 26 2022	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;REDACTED;CM-QOS=1.1;CM-VER=3.1;
21:39:59 Thu May 26 2022	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;REDACTED;CM-QOS=1.1;CM-VER=3.1;
21:39:59 Thu May 26 2022	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;REDACTED;CM-QOS=1.1;CM-VER=3.1;
21:40:01 Thu May 26 2022	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;REDACTED;CM-QOS=1.1;CM-VER=3.1;
21:40:01 Thu May 26 2022	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;REDACTED;CM-QOS=1.1;CM-VER=3.1;
21:40:30 Thu May 26 2022	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;REDACTED;CM-QOS=1.1;CM-VER=3.1;
21:40:30 Thu May 26 2022	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;REDACTED;CM-QOS=1.1;CM-VER=3.1;
21:44:47 Thu May 26 2022	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;REDACTED;CM-QOS=1.1;CM-VER=3.1;
22:27:57 Thu May 26 2022	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;REDACTED;CM-QOS=1.1;CM-VER=3.1;
16:59:31 Fri May 27 2022	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;REDACTED;CM-QOS=1.1;CM-VER=3.1;
17:01:54 Fri May 27 2022	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;REDACTED;CM-QOS=1.1;CM-VER=3.1;
17:01:54 Fri May 27 2022	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;REDACTED;CM-QOS=1.1;CM-VER=3.1;
17:01:57 Fri May 27 2022	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;REDACTED;CM-QOS=1.1;CM-VER=3.1;
17:01:57 Fri May 27 2022	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;REDACTED;CM-QOS=1.1;CM-VER=3.1;
17:02:43 Fri May 27 2022	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;REDACTED;CM-QOS=1.1;CM-VER=3.1;
17:02:43 Fri May 27 2022	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;REDACTED;CM-QOS=1.1;CM-VER=3.1;
17:03:07 Fri May 27 2022	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;REDACTED;CM-QOS=1.1;CM-VER=3.1;
17:03:07 Fri May 27 2022	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;REDACTED;CM-QOS=1.1;CM-VER=3.1;
17:07:23 Fri May 27 2022	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;REDACTED;CM-QOS=1.1;CM-VER=3.1;
09:18:40 Wed Jun 1 2022	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;REDACTED;CM-QOS=1.1;CM-VER=3.1;
09:20:02 Wed Jun 1 2022	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;REDACTED;CM-QOS=1.1;CM-VER=3.1;
09:20:52 Wed Jun 1 2022	Critical (3)	No Ranging Response received - T3 time-out;REDACTED;CM-QOS=1.1;CM-VER=3.1;
09:21:41 Wed Jun 1 2022	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;REDACTED;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;REDACTED;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;REDACTED;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;REDACTED;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;REDACTED;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;REDACTED;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;REDACTED;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
08:01:57 Wed Jun 8 2022	Notice (6)	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;REDACTED;CM-QOS=1.1;CM-VER=3.1;
08:02:16 Wed Jun 8 2022	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;REDACTED;CM-QOS=1.1;CM-VER=3.1;

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Responses

CCChristopher

Problem Solver

•

577 Messages

3 years ago

@user_75488f Hello and good morning, and thank you for reaching out over our Xfinity Community Forum. I am so sorry to hear that you keep experiencing these awful ongoing interruptions in service, that is the worst! As a customer myself as well, I can only imagine what you and your family have been going through with this. You have definitely reached the right place, and together we will get you back on track again. To get started,

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

2

0

U

user_75488f

Visitor

•

4 Messages

@XfinityChristopher

I’ve just shared my personal information through the peer-to-peer chat. Looking forward to a resolution.

3 years ago

0

U

user_75488f

Visitor

•

4 Messages

Still haven't heard anything from xfinity. Nothing on this forum, in email, or by phone.

3 years ago

0

EG

Expert

•

110.3K Messages

3 years ago

@user_75488f @XfinityChristopher

Please circle back here and post any possible solutions for the issue here in the open forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

2

U

user_75488f

Visitor

•

4 Messages

I still haven't heard anything back from xfinity. When they provide any solution or any exchange, I'll update it here.

3 years ago

0

CCDevinC

Contributor

•

473 Messages

Hey there @user_75488f! Have one of our agents responded to your peer-to-peer message?

I no longer work for Comcast.

3 years ago

0

U

user_b48e6c

Visitor

•

1 Message

2 years ago

I’m having a very similar issue with the same hardware. Any updates to this post?

0

EG

Expert

•

110.3K Messages

2 years ago

@user_b48e6c

Please create a new topic of your own here on this board detailing your issue. Thanks. The original poster has not returned. 6-month-old dead thread is now being closed.

For future reference, it is better to submit your own post as it creates a ticket to get help, and posting on an old thread can delay getting help.

0

Your Home Network

user_75488f

Connection stability issues (setup with MB8611, Asus ZenWifiAX)

CCChristopher

user_75488f

user_75488f

EG

user_75488f

CCDevinC

user_b48e6c

EG

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