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user_e8b09f
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Sunday, September 17th, 2023 8:01 PM

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Intermittent connection issues with my cable modem MB8611

Starting a few days ago, my Motorola MB8611 cable modem seems to have intermittent issues with its connection to Comcast. Usually it lasts a few minutes, and might happen daily  few times, but it's pretty bad today, and it's repeatedly happening today. The log lines below from the cable modem appear to correspond to time periods when we experience Internet problems.

Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;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=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   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;
    Time Not Established   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;
    13:59:24
Sun Sep 17 2023		   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;
    13:59:24
Sun Sep 17 2023		   Critical (3)   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    13:59:36
Sun Sep 17 2023		   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;
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   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;
    Time Not Established   Notice (6)   Honoring MDD; IP provisioning mode = IPv6
    14:44:48
Sun Sep 17 2023		   Notice (6)   DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:44:55
Sun Sep 17 2023		   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;

Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 4 447.0 3.7 45.2 0 0
   2 Locked QAM256 1 429.0 3.3 45.0 0 0
   3 Locked QAM256 2 435.0 3.5 45.0 0 0
   4 Locked QAM256 3 441.0 3.4 45.2 0 0
   5 Locked QAM256 5 453.0 3.6 45.1 0 0
   6 Locked QAM256 6 459.0 3.2 44.9 0 0
   7 Locked QAM256 7 465.0 3.3 44.9 0 0
   8 Locked QAM256 8 471.0 3.0 44.7 0 0
   9 Locked QAM256 9 477.0 3.5 45.0 0 0
   10 Locked QAM256 10 483.0 3.2 44.7 0 0
   11 Locked QAM256 11 489.0 3.1 44.7 0 0
   12 Locked QAM256 12 495.0 3.1 44.7 0 0
   13 Locked QAM256 13 501.0 3.1 44.7 0 0
   14 Locked QAM256 14 507.0 3.0 44.7 0 0
   15 Locked QAM256 15 513.0 2.8 44.5 0 0
   16 Locked QAM256 16 519.0 3.1 44.9 0 0
   17 Locked QAM256 17 525.0 3.0 44.7 0 0
   18 Locked QAM256 18 531.0 3.1 44.8 0 0
   19 Locked QAM256 19 537.0 3.3 44.9 0 0
   20 Locked QAM256 20 543.0 3.6 45.1 0 0
   21 Locked QAM256 21 549.0 3.6 44.9 0 0
   22 Locked QAM256 22 555.0 3.7 45.0 0 0
   23 Locked QAM256 23 561.0 3.9 45.1 0 0
   24 Locked QAM256 24 567.0 3.6 44.8 0 0
   25 Locked QAM256 25 573.0 3.7 44.8 0 0
   26 Locked QAM256 26 579.0 4.1 45.0 0 0
   27 Locked QAM256 27 585.0 4.2 45.0 0 0
   28 Locked QAM256 28 591.0 4.2 45.1 0 0
   29 Locked QAM256 29 597.0 4.1 45.1 0 0
   30 Locked QAM256 30 603.0 4.1 45.0 0 0
   31 Locked QAM256 31 609.0 3.7 44.7 0 0
   32 Locked QAM256 32 615.0 3.7 44.6 0 0
   33 Locked OFDM PLC 193 957.0 4.7 44.3 255618 0


   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 42.0
   2 Locked SC-QAM 2 5120 22.8 42.0
   3 Locked SC-QAM 3 5120 29.2 42.5
   4 Locked SC-QAM 4 5120 35.6 42.5

Question

 • 

Updated 

2 years ago

 • Edited

70

3

0

EG

Expert

 • 

110.5K Messages

2 years ago

Please redact all of the CM MAC and the CMTS MAC addresses from your error log entries for your privacy. They are considered to be personal information. The posting of personally identifiable information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publically. It flagged your post as "Private".

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XfinityRyanE

Official Employee

 • 

1.1K Messages

2 years ago

Hello @user_e8b09f, thanks for reaching out for help with your connection. Our team will be glad to take a look at your account and help however we can. To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.


Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" 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


Please let me know if you have any questions or run into any problems. 

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user_9e8180

Contributor

 • 

27 Messages

2 years ago

Why is this still an issue after a whole year. I bought this modem and it just never worked consistently and I keep seeing messages from Xfinity that they’re sorry and they’ll look into it. How much looking do you need. This is absolutely unacceptable service that you’re providing for customers who pay your overpriced charges. 

Why can’t a principal engineer from Motorola and Xfinity get together to resolve this issue. I simply can not believe that this is still going on and we done want anymore apologies, we want this resolved 

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