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srinda23
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3 Messages

Tuesday, May 28th, 2024 10:51 PM

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Flaky internet MB8611 modem + Google Mesh/Amazon eero

I have been having flaky internet since I moved to a new address and started using MB8611 Modem. I live in a cull de sac, all my neighbors do not have flaky internet at the same time my internet is down. I have tried restart, restart once every 2 days etc but it does not seem to work.

I looked at the event log on the modem. I found this, for 24 minutes it seems like the modem was unusable. How can this issue be resolved?

   Event Log  
  
    Time    Priority    Description 
    14:23:49
Tue May 28 2024		   Critical (3)   UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:23:49
Tue May 28 2024		   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:24:02
Tue May 28 2024		   Critical (3)   UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:24:22
Tue May 28 2024		   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:34:35
Tue May 28 2024		   Critical (3)   UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:34:36
Tue May 28 2024		   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:34:39
Tue May 28 2024		   Critical (3)   UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:34:40
Tue May 28 2024		   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:34:52
Tue May 28 2024		   Critical (3)   UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:34:52
Tue May 28 2024		   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:35:08
Tue May 28 2024		   Critical (3)   UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:35:08
Tue May 28 2024		   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:35:11
Tue May 28 2024		   Critical (3)   UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:35:11
Tue May 28 2024		   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:35:24
Tue May 28 2024		   Critical (3)   UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:35:24
Tue May 28 2024		   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:35:34
Tue May 28 2024		   Critical (3)   UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:35:52
Tue May 28 2024		   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:46:06
Tue May 28 2024		   Critical (3)   UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:46:06
Tue May 28 2024		   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:46:08
Tue May 28 2024		   Critical (3)   UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:46:08
Tue May 28 2024		   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:46:10
Tue May 28 2024		   Critical (3)   UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:46:10
Tue May 28 2024		   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:46:24
Tue May 28 2024		   Critical (3)   UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:46:24
Tue May 28 2024		   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:46:39
Tue May 28 2024		   Critical (3)   UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:46:39
Tue May 28 2024		   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:46:54
Tue May 28 2024		   Critical (3)   UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:46:54
Tue May 28 2024		   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:47:05
Tue May 28 2024		   Critical (3)   UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:47:07
Tue May 28 2024		   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

Question

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Updated 

7 months ago

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Was this helpful?

EG

Expert

 • 

107.6K Messages

7 months ago

What do the modem's signal stats look like ? Try getting them here; http://192.168.100.1  

Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.

1

0

srinda23

3 Messages

@EG​ 

Thank you for responding. Is this what you were looking for?

Connection
   Startup Sequence    
   Startup Step Status Comment

  
   Acquire Downstream Channel 483000000 Hz Locked
  
   Upstream Connection OK Operational
  
   Boot State OK Operational

  
   Configuration File OK
  
   Security Enabled BPI+
  


   Connection Status    
   System Up Time 0 days 06h:26m:57s  
  
   Network Access Allowed  
  


   Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 12 483.0 -11.3 38.9 1173 358
   2 Locked QAM256 1 417.0 -5.5 43.9 585 273
   3 Locked QAM256 2 423.0 -7.6 42.3 841 376
   4 Locked QAM256 3 429.0 -12.4 38.2 1638 760
   5 Locked QAM256 4 435.0 -9.6 40.3 1011 803
   6 Locked QAM256 5 441.0 -5.7 43.7 602 227
   7 Locked QAM256 6 447.0 -6.3 43.1 653 253
   8 Locked QAM256 7 453.0 -9.2 40.2 966 350
   9 Locked QAM256 8 459.0 -13.5 37.4 1716 836
   10 Locked QAM256 9 465.0 -7.7 41.9 652 382
   11 Locked QAM256 10 471.0 -5.7 43.6 541 155
   12 Locked QAM256 11 477.0 -7.3 42.4 637 241
   13 Locked QAM256 13 489.0 -11.7 38.2 1119 651
   14 Locked QAM256 14 495.0 -6.3 43.0 467 198
   15 Locked QAM256 15 501.0 -6.1 42.8 555 182
   16 Locked QAM256 16 507.0 -8.5 40.6 713 256
   17 Locked QAM256 17 513.0 -13.4 37.3 1173 492
   18 Locked QAM256 18 519.0 -8.9 40.6 756 364
   19 Locked QAM256 19 525.0 -5.8 43.4 422 88
   20 Locked QAM256 20 531.0 -6.9 42.5 626 150
   21 Locked QAM256 21 537.0 -10.0 40.1 655 366
   22 Locked QAM256 22 543.0 -13.2 37.3 1031 541
   23 Locked QAM256 23 549.0 -7.0 42.2 570 115
   24 Locked QAM256 24 555.0 -6.1 42.8 508 74
   25 Locked QAM256 25 561.0 -7.5 41.8 701 109
   26 Locked QAM256 26 567.0 -11.6 38.1 923 351
   27 Locked QAM256 27 573.0 -10.7 38.6 821 365
   28 Locked QAM256 28 579.0 -6.1 42.6 496 71
   29 Locked QAM256 29 585.0 -6.1 42.8 444 95
   30 Locked QAM256 30 591.0 -8.7 40.8 665 201
   31 Locked QAM256 31 597.0 -13.7 36.8 887 310
   32 Locked QAM256 32 603.0 -8.3 40.9 609 159
   33 Locked OFDM PLC 193 957.0 -13.2 39.2 54016615 71


   Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Locked SC-QAM 1 5120 16.4 59.0
   2 Locked SC-QAM 2 5120 22.8 54.0
   3 Locked SC-QAM 3 5120 29.2 53.3
   4 Locked SC-QAM 4 5120 35.6 56.3


7 months ago

0

EG

Expert

 • 

107.6K Messages

7 months ago

Yes. Most of the power levels are out of spec. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In an effort to try to obtain better connectivity / more wiggle room, check to see if there are any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage from Home Depot, Target, Wal-Mart, etc. Splitters should be swapped with known to be good / new ones to test.

Also check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, etc.

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.


Good luck with it !

2

0

srinda23

3 Messages

@EG​ 

Awesome thank you for this. what do you look for exactly? When you say the power levels are out of spec, what should it be?

I also tried to get a tech to come and take a look. Do you think he/she would be able to help with the upstream connectivity?

7 months ago

0

EG

Expert

 • 

107.6K Messages

@srinda23​

Awesome thank you for this.

Quite welcome !

what do you look for exactly? When you say the power levels are out of spec, what should it be?

Here's what to look for;

 

Specification     Min            Max
Downstream Power Level    
Cable Modems -10dBmV +10dBmV
Gateways and EMTAs -7dBmV +7dBmV
Downstream Signal to Noise Ratio 35dB -
Upstream Power Level +35dBmV +50dBmV



I also tried to get a tech to come and take a look. Do you think he/she would be able to help with the upstream connectivity? 

Yes. That is their specialty ! Be advised that there could be a $100 dollar charge if they find that the problem lies with your wiring / equipment rather than theirs.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

7 months ago

0

XfinityMarcos

Official Employee

 • 

1.9K Messages

7 months ago

Hi srinda23, you provided awesome details in your post, and thank you for taking the time to visit our Forum 😊. Were you able to schedule a tech visit, and if so, how did it go? @EG, thank you for the keen insight as well 🙌. 

 

0

EG

Expert

 • 

107.6K Messages

7 months ago

@XfinityMarcos 

It's why I lurk !!! :-)

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