TrekkieDad's profile

New Poster

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6 Messages

Friday, July 19th, 2024 5:06 AM

ipv6 on my Motorola mt8733 is broken

I just noticed my MT8733 gateway/router no longer has a LAN side ipv6 address, and as a result, none of the ipv6 capable devices on my home network have access to ipv6 on the internet. While there is a WAN ipv6 address assigned on the connection page, and a system designated prefix on the DHCPv6 page, on the Setup Page, the ipv6 address is unspecified, and the ipv6 prefix is fe80::/64

 IPv6 Address Unspecified
  
   IPv6 Prefix fe80::/64

Rebooting the gateway/router has no effect.

Official Employee

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2.5K Messages

4 months ago

@TrekkieDad I am sorry to hear of the settings issue. Have you reached out to the manufacture of the modem for assistance as well?

New Poster

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6 Messages

Other than checking on their website, I have not. The next step would be to send an email to customer support. Until recently ipv6 was working just fine, and the settings that are available to me have not changed. I'll give that email a try and report back.

Official Employee

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2.5K Messages

Thank you I look forward to hearing back from you. I will also follow up after the weekend to check in if I do not hear back from you. 

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New Poster

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6 Messages

I received a reply from Motorola customer support. They requested the serial number and CM MAC address which I have supplied. They also suggested I perform a factory reset. It didn't correct the problem, which I have reported. I await their next reply.

Official Employee

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1.4K Messages

Thanks for the update. Please keep us posted. 

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

New Poster

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6 Messages

It's finally fixed! Tracked down to a flaw (feature?) of motosync, an app used to access the router settings using a cell phone. I'll quote the Motorola rep below:

I've done some checking with my colleagues.  They reminded me that there is an issue with Motosync that forces the router to work with IPv4 on the LAN side.  So, being onboarded to Motosync will cause IPv6 addresses to not work on the LAN side.  There was a suggestion to completely reset the MT8733 on both the router and server side, and then do not add it back to Motosync.  That should cure the issue.  

The rep went on to offer to remove my motosync profile on the server side, so it wouldn't be reloaded after performing a factory reset on my side. It didn't appear to work immediately, but after I had restored my WiFi and other settings, ipv6 was back to working on the LAN side. I also took the further step of removing Motosync from my phone and will only use the web interface from now on.

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