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user_88aaf6
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3 Messages

Wednesday, August 2nd, 2023 7:41 PM

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Intermittent/Unreliable Internet Connectivity

Several times per day, the internet cuts out anywhere from 1-2 minutes up to 15 minutes. This is very frustrating, as my spouse works from home and heavily relies on having stable and reliable internet connectivity. I am a good customer for Xfinity. I pay for the highest speeds and never miss payments, but I am greatly disappointed in the reliability of this service. I would switch services, but there are no other service providers for my area.

I use a Motorola MB8611 modem which is connected to my Asus GT-AX11000 router. The router is not the issue, as I am able to stream videos from my media server during these outages. 

The following are the stats on the downstream and upstream bonded channels:

Downstream

Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 20 565.8 -1.7 44.0 0 0
   2 Locked QAM256 13 523.8 -2.2 44.3 0 0
   3 Locked QAM256 14 529.8 -2.1 44.3 0 0
   4 Locked QAM256 15 535.8 -2.1 44.2 0 0
   5 Locked QAM256 16 541.8 -2.4 44.0 0 0
   6 Locked QAM256 17 547.8 -2.2 44.0 0 0
   7 Locked QAM256 18 553.8 -2.0 44.0 0 0
   8 Locked QAM256 19 559.8 -1.8 44.1 0 0
   9 Locked QAM256 21 571.8 -1.8 44.0 0 0
   10 Locked QAM256 22 577.8 -1.8 44.0 0 0
   11 Locked QAM256 23 583.8 -2.0 43.9 0 0
   12 Locked QAM256 24 589.8 -1.8 44.0 0 0
   13 Locked QAM256 25 595.8 -1.6 44.1 0 0
   14 Locked QAM256 26 601.8 -1.6 44.1 0 0
   15 Locked QAM256 27 607.8 -1.9 43.9 0 0
   16 Locked QAM256 28 613.8 -2.1 43.8 0 0
   17 Locked QAM256 29 619.8 -2.2 43.7 0 0
   18 Locked QAM256 30 625.8 -2.1 43.6 0 0
   19 Locked QAM256 31 631.8 -2.1 43.7 0 0
   20 Locked QAM256 32 637.8 -1.9 43.7 0 0
   21 Locked QAM256 33 643.8 -1.9 43.6 0 0
   22 Locked QAM256 34 649.8 -2.1 43.5 0 0
   23 Locked QAM256 35 655.8 -2.3 43.6 0 0
   24 Locked QAM256 36 661.8 -2.0 43.7 0 0
   25 Locked QAM256 37 667.8 -1.8 43.8 0 0
   26 Locked QAM256 38 673.8 -1.4 42.6 0 0
   27 Locked QAM256 39 679.8 -1.6 43.8 0 0
   28 Locked QAM256 40 685.8 -1.7 43.9 0 0
   29 Locked QAM256 41 691.8 -2.1 43.6 0 0
   30 Locked QAM256 42 697.8 -2.4 43.4 0 0
   31 Locked QAM256 43 703.8 -2.0 43.6 0 0
   32 Locked QAM256 44 709.8 -2.0 43.5 0 0
   33 Locked OFDM PLC 193 957.0 -4.1 41.5 2566702

0

Upstream

   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Locked SC-QAM 1 5120 16.4 44.8
   2 Locked SC-QAM 2 5120 22.8 45.5
   3 Locked SC-QAM 3 5120 29.2 46.3
   4 Locked SC-QAM 4 5120 35.6 46.8

Please let me know if there's any additional information I can provide to troubleshoot this issue, all assistance is appreciated. 

Question

 • 

Updated 

2 years ago

 • Edited

433

2

0

user_6ff608

Visitor

 • 

15 Messages

2 years ago

Just do some searching on this forum for "MB8611 reboots" and you'll see that it is endemic to this device. Your signals as displayed look fine, though they don't tell the whole story, there are other crucial signal levels that can only be seen by Comcast staff. The modem has an event log you could post as well.

All in all, I would bet that if you did nothing but change to a different modem your issues would resolve. I struggled for many months with that device, and once I changed to an Arris S33 I have had zero issues ever since.

2

0

user_88aaf6

3 Messages

@user_6ff608​ Thanks for the feedback. I will consider switching modems.

Here are the event logs, is there anything in particular that raises issues?

  Time    Priority    Description 
    16:13:18
Wed Aug 2 2023		   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;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;
    09:17:29
Fri Aug 4 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)   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;
    Time Not Established   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC==[Edited: "Personal Information"];CMTS-MAC==[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;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
    12:08:12
Fri Aug 4 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;
    12:08:22
Fri Aug 4 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;
    13:38:15
Fri Aug 4 2023		   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC==[Edited: "Personal Information"];CMTS-MAC==[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:14:08
Fri Aug 4 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC==[Edited: "Personal Information"];CMTS-MAC==[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:15:31
Fri Aug 4 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC==[Edited: "Personal Information"];CMTS-MAC==[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    18:43:07
Fri Aug 4 2023		   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC==[Edited: "Personal Information"];CMTS-MAC==[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    18:45:42
Fri Aug 4 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC==[Edited: "Personal Information"];CMTS-MAC==[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    18:52:31
Fri Aug 4 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC==[Edited: "Personal Information"];CMTS-MAC==[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    23:13:51
Fri Aug 4 2023		   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC==[Edited: "Personal Information"];CMTS-MAC==[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    03:26:28
Sat Aug 5 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC==[Edited: "Personal Information"];CMTS-MAC==[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    03:32:54
Sat Aug 5 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC==[Edited: "Personal Information"];CMTS-MAC==[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    08:11:32
Sat Aug 5 2023		   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC==[Edited: "Personal Information"];CMTS-MAC==[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    08:14:07
Sat Aug 5 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC==[Edited: "Personal Information"];CMTS-MAC==[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    08:16:48
Sat Aug 5 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC==[Edited: "Personal Information"];CMTS-MAC==[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    08:37:03
Sat Aug 5 2023		   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC==[Edited: "Personal Information"];CMTS-MAC==[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

(edited)

2 years ago

0

XfinityMichaelC

Administrator

 • 

4.4K Messages

Thanks for this information, @user_88aaf6! Having a look into the modem, right now the signal looks to be within specification. However, we are seeing some timeouts being reported which could indicate for noise or interference on the line somewhere. Can you let us know if the coax cable from the back of the modem is going directly into a wall plate, or does it go to a splitter before going to the wall plate?

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

2 years ago

0

XfinityMarcos

Official Employee

 • 

2.4K Messages

2 years ago

Hello @user_88aaf6, I get needing to have a reliable connection, especially when you have people who rely on it for their work. I can only imagine what a pain it would be to deal with an intermittent connection like this while you're trying to work, so let's roll up our sleeves and figure this out. I appreciate you providing those stats and being so detailed, it really helps to paint the picture. Are all of your devices experiencing the same issue or just one in particular? Also, have you run any troubleshooting steps on your end? The Xfinity app is a great place to start to troubleshoot your issue in real time, and you can even schedule a tech visit if that is determined to be needed. The app has come along way and I love all the functionality Xfinity has added. 

3

0

user_95c853

1 Message

@XfinityMarcos​ 

I have the same issues as well and I live in the Mobile, AL area. I'd like to be of assistance if I can because this is extremely annoying for my family as well. I only really notice this issue when we have had a severe storm in the area and then it lasts for weeks and weeks afterward.

2 years ago

0

user_88aaf6

3 Messages

@XfinityMarcos​ Hi. To answer your question, yes. All devices lose connection at the same time. Although I don't see it as much since I don't work from home like my spouse does. The Xfinity app usually tells me that the modem is offline, and that I should restart it. When I check on the modem, it's on but doesn't show the internet connection light. When I restart it, sometimes it will come back up online, sometimes it doesn't. Usually it resolves itself after 15 minutes. But that leads back to the problem of intermittent connectivity. 

2 years ago

0

XfinityMartyR

Official Employee

 • 

2.3K Messages

Hi, @user_95c853! I'm sorry to hear you are having connection issues as well. Have you done any troubleshooting with our Xfinity app? The app will run signal, and speed checks to your modem to help determine the cause of the concerns. Next steps may be recommended if any issues are found. 

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

2 years ago

0

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