A

Visitor

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6 Messages

Wed, Sep 29, 2021 12:51 AM

Closed

Internet drops after upgrading to Moto MG8702

I bought a Motorola MG8702 because my old router was unsupported.  I have had nothing but problems staying connected.  When it works, the speeds are amazing, but it drops the connection at least once a day (both wired and wireless).  The Xfinity app says I am offline all the time, even right now, as it is working.  I used to be able to use the app to restart my modem but since upgrading it has never been able to find the new one and tells me to restart manually.  I have reset my router multiple times and I cant seem to find a fix anywhere.  Please, does anyone else have this issue with this router? Any help would be appreciated!

Accepted Solution

Anna_M

Visitor

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6 Messages

2 m ago

The problem was outside on the pole, poor connection/wires.  The tech replaced everything and set up a new connection into the house.

Thank you everyone for your help.

Anna

EG

Expert

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90.5K Messages

2 m ago

The Xfi app does not work with customer-owned / retail purchased equipment.

That said. What do the modem's signal stats look like ? Try getting them here; http://192.168.100.1 or here http://192.168.0.1  


Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

User manual: https://motorolacable.com/support/MG8702/ 

(edited)

Anna_M

Visitor

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6 Messages

2 m ago

Thank you for replying, here is the requested info.

Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 5 507.0 1.7 42.6 3432 7460
   2 Locked QAM256 2 489.0 1.9 43.3 1827 3444
   3 Locked QAM256 3 495.0 1.8 42.9 1824 3318
   4 Locked QAM256 4 501.0 1.8 42.0 2683 6077
   5 Locked QAM256 6 513.0 1.7 42.9 2783 5914
   6 Locked QAM256 7 519.0 1.7 41.6 2370 5454
   7 Locked QAM256 8 525.0 1.6 38.2 2765 5937
   8 Locked QAM256 9 531.0 1.8 41.4 2721 6112
   9 Locked QAM256 10 537.0 1.8 42.4 2293 5081
   10 Locked QAM256 11 543.0 1.8 42.9 2737 5726
   11 Locked QAM256 12 549.0 1.9 43.0 2559 5569
   12 Locked QAM256 13 555.0 2.0 42.8 2187 4936
   13 Locked QAM256 14 561.0 2.2 43.0 2358 5168
   14 Locked QAM256 15 567.0 2.2 42.9 2248 4715
   15 Locked QAM256 16 573.0 2.3 42.9 2304 4807
   16 Locked QAM256 17 579.0 2.5 42.9 2188 4556
   17 Locked QAM256 18 585.0 2.4 42.9 2231 4176
   18 Locked QAM256 19 591.0 2.5 42.2 2408 5184
   19 Locked QAM256 20 597.0 2.7 42.7 1982 4579
   20 Locked QAM256 21 603.0 2.5 42.7 2153 4469
   21 Locked QAM256 22 609.0 2.5 42.7 2327 5337
   22 Locked QAM256 23 615.0 2.7 42.7 2273 4828
   23 Locked QAM256 24 621.0 2.8 42.7 2171 4770
   24 Locked QAM256 25 627.0 2.8 41.4 2184 5062
   25 Locked QAM256 26 633.0 2.9 42.8 2100 4820
   26 Locked QAM256 27 639.0 3.0 42.5 2335 5337
   27 Locked QAM256 28 645.0 3.2 41.6 2164 4430
   28 Locked QAM256 29 651.0 3.2 42.5 2479 6937
   29 Locked QAM256 30 657.0 3.4 42.4 2805 7582
   30 Locked QAM256 31 663.0 3.5 42.5 2469 6471
   31 Locked QAM256 32 669.0 4.0 42.4 2529 6726
   32 Locked OFDM PLC 33 722.0 3.4 41.7 359382210 14758


   Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Locked SC-QAM 1 5120 35.6 41.5
   2 Locked SC-QAM 2 5120 29.2 42.8
   3 Locked SC-QAM 3 5120 22.8 42.8
   4 Locked SC-QAM 4 5120 16.4 42.8
   5 Locked SC-QAM 5 2560 40.4 39.5

Thank you for any help!

Anna

EG

Expert

 • 

90.5K Messages

2 m ago

The stats are ok / in spec. Are there any modem component RF error log entries being shown ? If so, please post them as well in their entirety (copy and paste them, don't post a screenshot) but redact the CM MAC and the CMTS MAC addresses for your privacy. They are considered to be personal information. Personally identifying information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publically.

Anna_M

Visitor

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6 Messages

2 m ago

I think this is the error log you asked for.

    11:15:45
Thu Sep 30 2021
  Notice (6)   CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;
    11:16:19
Thu Sep 30 2021
  Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.
    11:19:39
Thu Sep 30 2021
  Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC
    11:19:40
Thu Sep 30 2021
  Warning (5)   RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;
    11:19:40
Thu Sep 30 2021
  Warning (5)   Dynamic Range Window violation
    11:19:40
Thu Sep 30 2021
  Warning (5)  
    11:19:40
Thu Sep 30 2021
  Warning (5)   RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;
    11:19:40
Thu Sep 30 2021
  Warning (5)   Dynamic Range Window violation
    11:19:40
Thu Sep 30 2021
  Warning (5)   RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW
    11:19:40
Thu Sep 30 2021
  Warning (5)   Dynamic Range Window violation
    11:19:40
Thu Sep 30 2021
  Warning (5)   RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW
    11:19:40
Thu Sep 30 2021
  Warning (5)   Dynamic Range Window violation
    12:58:30
Thu Sep 30 2021
  Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC
    12:58:31
Thu Sep 30 2021
  Warning (5)   RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;VER=3.1;
    12:58:31
Thu Sep 30 2021
  Warning (5)   Dynamic Range Window violation
    12:58:31
Thu Sep 30 2021
  Warning (5)   RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-;CM-VER=3.1;
    12:58:31
Thu Sep 30 2021
  Warning (5)   Dynamic Range Window violation
    12:58:31
Thu Sep 30 2021
  Warning (5)  
    12:58:31
Thu Sep 30 2021
  Warning (5)   RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;
    12:58:31
Thu Sep 30 2021
  Warning (5)   Dynamic Range Window violation
    12:58:31
Thu Sep 30 2021
  Warning (5)   RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW
    12:58:31
Thu Sep 30 2021
  Warning (5)   Dynamic Range Window violation
    16:21:36
Thu Sep 30 2021
  Warning (5)   RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;
    16:21:36
Thu Sep 30 2021
  Warning (5)   Dynamic Range Window violation
    16:21:36
Thu Sep 30 2021
  Warning (5)   RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;
    16:21:36
Thu Sep 30 2021
  Warning (5)   Dynamic Range Window violation
    16:21:36
Thu Sep 30 2021
  Warning (5)   RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW
    16:21:36
Thu Sep 30 2021
  Warning (5)   Dynamic Range Window violation
    16:21:36
Thu Sep 30 2021
  Warning (5)   RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the 
    16:21:36
Thu Sep 30 2021
  Warning (5)   Dynamic Range Window violation

Thank you 

Anna

XfinityAnna

Official Employee

 • 

375 Messages

Thank you for the details and logs @Anna_M . That information is very helpful when trying to determine the problem. Your situation certainly sounds frustrating. Let’s take a closer look together. I would like to run additional tests that will require your account information. Can you send us a private message with your full name and service address?
 
To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”. We look forward to hearing from you!  

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
EG

Expert

 • 

90.5K Messages

2 m ago

The signal stats are o/k but the error log entries indicate that something is going on. Perhaps there is noise ingress into the line(s) /  an upstream channel-return path impairment somewhere.


There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

I'm not going to escalate your issue to the Comcast corporate employees because apparently I don't even have a chance too.... Good luck !

Anna_M

Visitor

 • 

6 Messages

2 m ago

Thank you both, private message was sent.

EG

Expert

 • 

90.5K Messages

@Anna_M

Quite welcome ! Good luck with it ! 

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
EG

Expert

 • 

90.5K Messages

2 m ago

@Anna_M  @XfinityAnna 

Please post any possible solutions for the issue here in the open forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

(edited)

Anna_M

Visitor

 • 

6 Messages

2 m ago

Hello, the tech I messaged has tried to fix the issue remotely, I will not know if it has worked until I returned rn home, will post an update then!

Official Employee

 • 

412 Messages

Sounds good. We will make sure to stick with you and follow up with you too to ensure everything is fixed. We look forward to speaking with you soon. In the meantime, have a great rest of your day and be safe out there.

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
EG

Expert

 • 

90.5K Messages

2 m ago

@Anna_M Thank you for circling back ! Glad that you got it squared away. Now closing your topic.

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