Over the past week our internet connection has been dropping sporadically. This had happened before and swapping modems and coaxial and ethernet cables seemed to have fixed the issue (though I'm now inclined to believe that this was coincidental). Everything shows as functioning normally on Comcast’s end, however our modem (a Motorola MB8611 running the 8611.19.2.18 firmware) will perform a soft reboot where the power stays on but everything (upstream/downstream connection, ethernet and internet) cycles/reboots before reconnecting and reestablishing service.
After several unsuccessful chats with online agents where we were asked to reboot the modem or where "fixes" and "advanced signals" were applied, a technician appointment was finally scheduled. We had a service technician out on 2023.07.17 who did some minor repairs (switched out the wall connection and removed a Comcast filter from where the line enters the condo since we use our own modem). He also confirmed that all of the upstream and downstream values looked fine for the modem. Unfortunately, this did not fix the issue and we have experienced no fewer than 23 outages since that service appointment.
After speaking with another online agent today, who assured me all of the "glitches were fixed," connection was lost again five minutes after terminating the session. This session made me increasingly disappointed in Comcast Xfinity's customer service as the agent offered to send me a comcast modem and add on the $15 rental fee. That is not acceptable and I am seriously considering switching ISPs as a result of the poor quality service we have dealt with over the past few weeks/months.
Below are the specs for the modem, the corresponding error log, and the outages that I have been able to take note of and record.
Software
Device Information
Brand: Motorola
Model: MB8611
Cable Specification Version: DOCSIS 3.1
Hardware Version: V1.0
Software Version: 8611-19.2.18
Cable Modem MAC Address: XX:XX:XX:XX:XX:XX
Cable Modem Serial Number: XXXX-MB8611-XX-XXXX
CM Certificate: Installed
Prod_19.2_d31
Connection
|
|
| Startup Step |
Status |
Comment |
|
| Acquire Downstream Channel |
483000000 Hz |
Locked |
|
| Upstream Connection |
OK |
Operational |
|
| Boot State |
OK |
Operational |
|
| Configuration File |
OK |
|
|
| Security |
Enabled |
BPI+ |
|
|
|
|
| System Up Time |
0 days 00h:14m:36s |
|
|
| Network Access |
Allowed |
|
|
|
| Downstream Bonded Channels |
|
|
|
|
| Channel |
Lock Status |
Modulation |
Channel ID |
Freq. (MHz) |
Pwr (dBmV) |
SNR (dB) |
Corrected |
Uncorrected |
| 1 |
Locked |
QAM256 |
13 |
483.0 |
4.8 |
42.1 |
0 |
0 |
| 2 |
Locked |
QAM256 |
1 |
411.0 |
4.3 |
41.9 |
0 |
0 |
| 3 |
Locked |
QAM256 |
2 |
417.0 |
4.6 |
42.1 |
0 |
0 |
| 4 |
Locked |
QAM256 |
3 |
423.0 |
4.4 |
42.1 |
0 |
0 |
| 5 |
Locked |
QAM256 |
4 |
429.0 |
4.6 |
41.9 |
0 |
0 |
| 6 |
Locked |
QAM256 |
5 |
435.0 |
4.5 |
42.1 |
0 |
0 |
| 7 |
Locked |
QAM256 |
6 |
441.0 |
4.6 |
42.2 |
0 |
0 |
| 8 |
Locked |
QAM256 |
7 |
447.0 |
4.3 |
42.0 |
0 |
0 |
| 9 |
Locked |
QAM256 |
8 |
453.0 |
4.5 |
42.2 |
0 |
0 |
| 10 |
Locked |
QAM256 |
9 |
459.0 |
4.6 |
42.1 |
0 |
0 |
| 11 |
Locked |
QAM256 |
10 |
465.0 |
4.7 |
42.2 |
0 |
0 |
| 12 |
Locked |
QAM256 |
11 |
471.0 |
4.9 |
42.2 |
0 |
0 |
| 13 |
Locked |
QAM256 |
12 |
477.0 |
4.9 |
42.2 |
0 |
0 |
| 14 |
Locked |
QAM256 |
14 |
489.0 |
4.7 |
41.9 |
0 |
0 |
| 15 |
Locked |
QAM256 |
15 |
495.0 |
4.8 |
41.9 |
0 |
0 |
| 16 |
Locked |
QAM256 |
16 |
513.0 |
4.8 |
42.3 |
0 |
0 |
| 17 |
Locked |
QAM256 |
17 |
519.0 |
4.8 |
42.5 |
0 |
0 |
| 18 |
Locked |
QAM256 |
18 |
525.0 |
4.6 |
42.3 |
0 |
0 |
| 19 |
Locked |
QAM256 |
19 |
531.0 |
4.9 |
41.6 |
0 |
0 |
| 20 |
Locked |
QAM256 |
20 |
537.0 |
4.9 |
41.7 |
0 |
0 |
| 21 |
Locked |
QAM256 |
21 |
543.0 |
4.9 |
42.2 |
0 |
0 |
| 22 |
Locked |
QAM256 |
22 |
549.0 |
4.8 |
42.1 |
0 |
0 |
| 23 |
Locked |
QAM256 |
23 |
555.0 |
4.9 |
42.3 |
0 |
0 |
| 24 |
Locked |
QAM256 |
24 |
561.0 |
4.7 |
42.1 |
0 |
0 |
| 25 |
Locked |
QAM256 |
25 |
567.0 |
5.0 |
42.0 |
0 |
0 |
| 26 |
Locked |
QAM256 |
26 |
573.0 |
5.0 |
41.9 |
0 |
0 |
| 27 |
Locked |
QAM256 |
27 |
579.0 |
4.9 |
42.0 |
0 |
0 |
| 28 |
Locked |
OFDM PLC |
41 |
690.0 |
5.8 |
41.7 |
3066457 |
0 |
| 29 |
Locked |
QAM256 |
42 |
387.0 |
4.5 |
42.3 |
0 |
0 |
| 30 |
Locked |
QAM256 |
43 |
393.0 |
4.6 |
42.3 |
0 |
0 |
| 31 |
Locked |
QAM256 |
44 |
399.0 |
4.6 |
42.3 |
0 |
0 |
| 32 |
Locked |
QAM256 |
45 |
405.0 |
4.6 |
42.3 |
0 |
0 |
|
|
|
| Channel |
Lock Status |
Channel Type |
Channel ID |
Symb. Rate (Ksym/sec) |
Freq. (MHz) |
Pwr (dBmV) |
| 1 |
Locked |
SC-QAM |
2 |
5120 |
16.3 |
46.5 |
| 2 |
Locked |
SC-QAM |
3 |
5120 |
22.8 |
46.5 |
| 3 |
Locked |
SC-QAM |
4 |
5120 |
29.2 |
45.8 |
| 4 |
Locked |
SC-QAM |
9 |
5120 |
35.6 |
45.8 |
| 5 |
Locked |
SC-QAM |
10 |
2560 |
40.4 |
45.8 |
|
Event Log
|
|
| |
Time |
|
Priority |
|
Description |
| |
Time Not Established |
|
Critical (3) |
|
No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; |
| |
Time Not Established |
|
Critical (3) |
|
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| |
Time Not Established |
|
Critical (3) |
|
No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; |
| |
Time Not Established |
|
Critical (3) |
|
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| |
Time Not Established |
|
Critical (3) |
|
No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; |
| |
Time Not Established |
|
Critical (3) |
|
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| |
Time Not Established |
|
Critical (3) |
|
No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; |
| |
Time Not Established |
|
Critical (3) |
|
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| |
Time Not Established |
|
Critical (3) |
|
No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; |
| |
Time Not Established |
|
Critical (3) |
|
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| |
Time Not Established |
|
Critical (3) |
|
No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; |
| |
Time Not Established |
|
Critical (3) |
|
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| |
Time Not Established |
|
Critical (3) |
|
No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; |
| |
Time Not Established |
|
Critical (3) |
|
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| |
Time Not Established |
|
Critical (3) |
|
No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; |
| |
Time Not Established |
|
Critical (3) |
|
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| |
Time Not Established |
|
Critical (3) |
|
No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; |
| |
Time Not Established |
|
Critical (3) |
|
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| |
Time Not Established |
|
Critical (3) |
|
No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; |
| |
Time Not Established |
|
Critical (3) |
|
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| |
Time Not Established |
|
Critical (3) |
|
No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; |
| |
Time Not Established |
|
Critical (3) |
|
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| |
Time Not Established |
|
Critical (3) |
|
No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; |
| |
Time Not Established |
|
Critical (3) |
|
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| |
Time Not Established |
|
Critical (3) |
|
No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; |
| |
Time Not Established |
|
Critical (3) |
|
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| |
Time Not Established |
|
Critical (3) |
|
No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; |
| |
Time Not Established |
|
Critical (3) |
|
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| |
Time Not Established |
|
Critical (3) |
|
No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; |
| |
Time Not Established |
|
Notice (6) |
|
Honoring MDD; IP provisioning mode = IPv6 |
| |
10:14:52
Mon Jul 17 2023 |
|
Notice (6) |
|
DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; |
| |
10:15:10
Mon Jul 17 2023 |
|
Notice (6) |
|
CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1; |
|
Recorded outages
2023.07.14 13:23
2023.07.14 13:28
2023.07.14 19:18
2023.07.14 20:47
2023.07.14 22:53
2023.07.15 08:57
2023.07.15 09:13
2023.07.15 13:21
2023.07.15 14:45
2023.07.15 15:33
2023.07.15 16:31
2023.07.15 18:42
2023.07.15 22:17
2023.07.15 22:48
2023.07.16 14:29
2023.07.16 15:28
2023.07.16 19:54
2023.07.16 20:08
2023.07.16 20:12
2023.07.16 22:20
2023.07.16 22:34
2023.07.17 10:23
2023.07.17 11:14
Since posting:
2023.07.17 11:53
2023.07.17 12:26
2023.07.17 17:54
2023.07.17 18:02
2023.07.18 09:37
2023.07.18 09:53
2023.07.18 10:09
2023.07.18 11:22 - stopped recording times here
user_f4dfca
Visitor
•
2 Messages
2 years ago
Thanks to this forum post, I confirmed that the Motorola XB8611 is no longer an Xfinity approved modem (Compatible Device PDF). As such I switched back to a Motorola MB7621 (not helpful to some folds, I know). Time will tell if this fixes the issue. How this was missed by over a dozen Xfinity agents is beyond me.
(edited)
1
0