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s1ndread
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5 Messages

Thursday, January 19th, 2023 8:44 AM

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Firmware causing issues

I have a Motorola mb8611 that would randomly restart throughout the day after Xfinity pushed out firmware.

Restarting it does not fix the issue, checking to make sure everything is properly connected is also not a fix, it's also not an issue with my outside line. As stated, it restarts on its own due to the firmware "update".

I also have a Motorola mb7621 that I previously used, I then plugged it in and have been using for a few days without issues. I'm not able to access my paid for internet speeds because of this.

Will there be a fix with the firmware issued out soon?

I work the graveyard shift and my partner works Xfinity hours, so it's hard for us to schedule in person appointments without losing a day of pay/night of sleep.

Question

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Updated 

2 years ago

 • Edited

860

9

CCEdgardo

Problem Solver

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513 Messages

2 years ago

Hi there, @s1ndread. Thank you for reaching out to us via our forums. Please keep in mind that while we deploy the firmware for the devices at times, we are not the ones who create the updates to the devices. This is done by the manufacturer. If the device is restarting multiple times a day, that would be an issue with the device as firmware would not cause the device to restart multiple times. Have you attempted to factory reset your device?

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s1ndread

Visitor

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5 Messages

@XfinityEdgardo​ You sure about that? Cause firmware is the only thing that changed.

I'll play dumb and go along with it. Factory reset did nothing. What's your next useless suggestion?

Just so we're on the same page, Motorola says it's Xfinity, Xfinity says it's Motorola. Xfinity pushed out the firmware but it's Motorola's "fault".

(edited)

2 years ago

CCMacey

Gold Problem Solver

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541 Messages

I appreciate the additional information and letting us know what steps you've already tried, including contacting Motorola, @s1ndread. For further support to troubleshoot your connection, can you please send over a Private Chat Message with your first and last name and service address?

 

Here's the detailed steps to send a Private Chat Message: 
• Click "Sign In" if necessary 
• Click the "Private Chat Message” icon (upper right corner of this page) 
• Click the "New message" (pencil and paper) icon 
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list 
• Type your message in the text area near the bottom of the window 
• Press Enter to send your message.

I no longer work for Comcast

2 years ago

0

GUS_GuyUsingSystem

Visitor

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44 Messages

@XfinityEdgardo​   - so your network engineers don't roll out network changes that is not optimized for the firmware?

The only fault lies with the firmware vendor (Moto)?

You think that it's a one way street that if Moto rolls out code per the network guidance but yet the network guys is silent - that it must be Moto's fault?

That's not how code deployment (API, handshakes, configuration, testing) works Ed.

@s1ndread​  - Xfinity help here is a joke.  Clowns.

(edited)

2 years ago

CCCrystal1

Problem Solver

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528 Messages

I understand. Are you still having issues, have you tried to factory reset your device? 

I no longer work for Comcast.

2 years ago

0

NoNoBadPuppy

Problem Solver

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653 Messages

The OP stated earlier that he did a factory reset, and it did nothing to correct the situation.  Please be aware that a factory reset more often than not fails to correct problems related to firmware. 

2 years ago

Jlavaseur

Problem Solver

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948 Messages

2 years ago

@GUS_GuyUsingSystem  my online light is green, according to the mb8611 documentation indicates it that it’s operating in the docis 3.0 mode, 3.1 is backwards compatible but 3.0 isn’t forward compatible, so even with the current code you can’t expect a modem operating in docis 3.0 mode to function properly if in the firmware there is code that it don’t understand, I am curious if your online light is green or blue, blue indicates 3.1 mode…

1

GUS_GuyUsingSystem

Visitor

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44 Messages

@Jlavaseur​   Are you referring to the up/down arrows &/or the globe icon being blue or green?

Those were always blue for me.

Side note: I have an onsite Comcast tech tomorrow, so I am going to put my MB8611 back online to see what has happened since I subbed it out for an Arris S33 2 days back.

(edited)

2 years ago

0

Jlavaseur

Problem Solver

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948 Messages

2 years ago

@GUS_GuyUsingSystem  my globe is green, yet arrows are blue, it’s interesting to why the same modem and firmware would connect differently, that might be point to explore…

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GUS_GuyUsingSystem

Visitor

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44 Messages

@Jlavaseur​ Suspect it's the network (Xfinity) tuning from day one.

What ever network server farm you are on in your area, is configured optimally to your 21.3.7 Moto software.

It could be network setting tweaks, new physical channels or new frequencies.. 

While the rest of us in our respective areas are not matched correctly to whatever it is [Edited: "Inflammatory"] is doing & of course not telling us.

(edited)

2 years ago

0

Jlavaseur

Problem Solver

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948 Messages

2 years ago

@GUS_GuyUsingSystem  Yes but the fact I am connecting at 3.0, the modem is 3.1, Comcast operates at 3.1, plus they are trying to get rid of 3.0 modems on the network so I am told, I find this extremely odd, of course maybe the light isn’t  that accurate, I like to mention different things I notice…

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s1ndread

Visitor

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5 Messages

2 years ago

I've got a tech coming out, I doubt they'll find anything.

Last time they sent me the same tech 3 different times, when that tech called for back up, the back up tech knew what the issue was before he even said hi to me.

I'll be back to update after the tech has come through and done their thing, this won't be for a few days though.

Side note. I've got like 3 different modems, 2 Motorola and 1 TP-Link, and the mb8611 is the only one I'm having these issues with.

(edited)

2

GUS_GuyUsingSystem

Visitor

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44 Messages

@s1ndread​ That's interesting that you have 2 Motos but only 1 has this issue.

Does the non-8611 Moto have the same firmware version as its brother?

2 years ago

0

user_24f3a2

Contributor

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18 Messages

@GUS_GuyUsingSystem​ I've got an 8600 and an 8611 running off of a splitter, as well as a security camera facing the modems. The 8611 reboots, the 8600 does not. 

2 years ago

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Jlavaseur

Problem Solver

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948 Messages

2 years ago

@s1ndread just curious is your online globe green or blue on your mb8611?

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s1ndread

Visitor

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5 Messages

2 years ago

2 Techs came out and swapped out the line ran tests, and escalated my ticket to run some more tests. Outstanding work from the two.

I was told that the bad line was the result of the modem rebooting.

Now we play the waiting game.

@GUS_GuyUsingSystem They're running different firmware.

@Jlavaseur Both modems have green globes.

(edited)

1

CCChe

Official Employee

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6.9K Messages

Hello @s1ndread, and thank you for the update. How has your service been since the techs left? Have you experienced anymore rebooting after the line was changed? 

I no longer work for Comcast.

2 years ago

0

Jlavaseur

Problem Solver

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948 Messages

2 years ago

@s1ndread  Just out of curiosity does the upstream channels have the same symb rate on both modems, mine has the same but the posts I see have different…

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s1ndread

Visitor

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5 Messages

2 years ago

Update: It started to happen again, at first I thought it was maintenance, but it's happened about 4 times this morning.

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XfinityDemitrius

Official Employee

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1.9K Messages

Hey @s1ndread ,

 

We would be more than happy to troubleshoot any issues you may be experiencing. 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

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.
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2 years ago

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