Internet drops after upgrading to Moto MG8702

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/ 

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

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.

I think this is the error log you asked for.

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 !

Thank you both, private message was sent.

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!

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