U

Visitor

 • 

4 Messages

Wednesday, June 8th, 2022 3:26 PM

Closed

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;

 

Official Employee

 • 

491 Messages

8 months 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

Visitor

 • 

4 Messages

@XfinityChristopher​ 

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

Visitor

 • 

4 Messages

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

EG

Expert

 • 

97.5K Messages

8 months 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.

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.

Official Employee

 • 

394 Messages

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

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

Visitor

 • 

1 Message

2 months ago

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

EG

Expert

 • 

97.5K Messages

2 months 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.

 

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