Visitor
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2 Messages
MB7621 recently dropped speeds dramatically
I've had my MB7621 working on my 800Mbps plan for a long time without issue. Checking from my Google Wifi router, I have consistently seen 750Mbps/24Mbps speeds. However just recently I've dropped to ~100Mbps/4Mbps. Xfinity support says that checked on their side, walked me through reboot cycles, reset from their side, and everything looks good. My next step is to reach out to Motorola for support (but I've tried calling and was dropped after an hour of hold - will wait for Monday to try again). I don't think there are any splitters; the modem is my sole cable device. I do have a wall plate connector and an L connector; but they've been installed for about a year and haven't caused issues before. I did check and all the cables are tightly fastened and of the compression type.
I'm seeing 24 downstream channels and 4 upstream channels in use (4 not in use, but I've read in other posts that is how Xfinity works). Anything seem out of the ordinary here? Anything I can try in the meantime besides removing the wall plate and L connector? (will give it a shot when the kids aren't watching Disney, which would cause a much bigger problem than slow internet)
--Vin
Device Information
| Cable Specification Version | DOCSIS 3.0 |
| Hardware Version | V1.0 |
| Software Version | 7621-5.7.1.10 |
| CM Certificate | Installed |
| 5.7.1mp4 |
Downstream
| Channel | Lock Status | Modulation | Channel ID | Freq. (MHz) | Pwr (dBmV) | SNR (dB) | Corrected | Uncorrected |
| 1 | Locked | QAM256 | 21 | 573.0 | 4.6 | 40.5 | 0 | 0 |
| 2 | Locked | QAM256 | 1 | 441.0 | 3.5 | 40.6 | 0 | 0 |
| 3 | Locked | QAM256 | 2 | 447.0 | 3.3 | 40.4 | 0 | 0 |
| 4 | Locked | QAM256 | 3 | 453.0 | 3.2 | 40.3 | 0 | 0 |
| 5 | Locked | QAM256 | 4 | 459.0 | 3.3 | 40.3 | 0 | 0 |
| 6 | Locked | QAM256 | 5 | 465.0 | 3.4 | 40.4 | 0 | 0 |
| 7 | Locked | QAM256 | 6 | 471.0 | 3.2 | 40.2 | 0 | 0 |
| 8 | Locked | QAM256 | 7 | 477.0 | 3.3 | 40.4 | 0 | 0 |
| 9 | Locked | QAM256 | 8 | 483.0 | 3.4 | 40.3 | 0 | 0 |
| 10 | Locked | QAM256 | 9 | 489.0 | 3.5 | 40.3 | 0 | 0 |
| 11 | Locked | QAM256 | 10 | 495.0 | 3.3 | 40.2 | 0 | 0 |
| 12 | Locked | QAM256 | 11 | 507.0 | 4.0 | 37.6 | 0 | 0 |
| 13 | Locked | QAM256 | 12 | 513.0 | 4.1 | 40.5 | 0 | 0 |
| 14 | Locked | QAM256 | 13 | 519.0 | 4.3 | 40.6 | 0 | 0 |
| 15 | Locked | QAM256 | 14 | 525.0 | 4.5 | 40.6 | 0 | 0 |
| 16 | Locked | QAM256 | 15 | 531.0 | 4.6 | 40.7 | 0 | 0 |
| 17 | Locked | QAM256 | 16 | 537.0 | 3.2 | 41.4 | 0 | 0 |
| 18 | Locked | QAM256 | 17 | 543.0 | 3.1 | 41.8 | 0 | 0 |
| 19 | Locked | QAM256 | 18 | 549.0 | 3.0 | 41.6 | 0 | 0 |
| 20 | Locked | QAM256 | 19 | 561.0 | 3.4 | 41.8 | 0 | 0 |
| 21 | Locked | QAM256 | 20 | 567.0 | 3.1 | 41.8 | 0 | 0 |
| 22 | Locked | QAM256 | 22 | 579.0 | 3.3 | 41.9 | 0 | 0 |
| 23 | Locked | QAM256 | 23 | 585.0 | 3.1 | 41.9 | 0 | 0 |
| 24 | Locked | QAM256 | 24 | 591.0 | 2.9 | 41.9 | 0 | 0 |
| Total | 0 |
0 |
Upstream
| Channel | Lock Status | Channel Type | Channel ID | Symb. Rate (Ksym/sec) | Freq. (MHz) | Pwr (dBmV) |
| 1 | Locked | ATDMA | 2 | 5120 | 22.8 | 44.0 |
| 2 | Locked | ATDMA | 1 | 5120 | 16.4 | 44.0 |
| 3 | Locked | ATDMA | 3 | 5120 | 29.2 | 44.0 |
| 4 | Locked | ATDMA | 4 | 5120 | 35.6 | 44.0 |
| 5 | Not Locked | Unknown | 0 | 0 | 0 | 0.0 |
| 6 | Not Locked | Unknown | 0 | 0 | 0 | 0.0 |
| 7 | Not Locked | Unknown | 0 | 0 | 0 | 0.0 |
| 8 | Not Locked | Unknown | 0 | 0 | 0 | 0.0 |
Status
| Acquire Downstream Channel | Locked | |
| Upstream Connection | OK | Operational |
| Boot State | OK | Operational |
| Configuration File | OK | |
| Security | Enabled | BPI+ |
| System Up Time | 0 days 00h:21m:34s |
| Network Access | Allowed |
Errors from a reboot that resulted in a failed connection (another reboot resolved)
| Time | Priority | Description |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0; |
| Time Not Established | Critical (3) | DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0; |
| Time Not Established | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0; |
| Time Not Established | Critical (3) | No UCDs Received - Timeout;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; |
| 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=1.0;CM-VER=3.0; |
| Time Not Established | Critical (3) | No UCDs Received - Timeout;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; |
| Time Not Established | Critical (3) | TFTP Failed - OUT OF ORDER packets;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0; |
| Time Not Established | Critical (3) | TFTP Request Retries exceeded, CM unable to register |
| Time Not Established | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0; |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0; |
| Time Not Established | Critical (3) | DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0; |
| Time Not Established | Critical (3) | No UCDs Received - Timeout;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; |
| 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=1.0;CM-VER=3.0; |
| Time Not Established | Critical (3) | TFTP failed - Request sent - No Response;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0; |
| Time Not Established | Critical (3) | TFTP Request Retries exceeded, CM unable to register |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0; |
| Time Not Established | Critical (3) | DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0; |
| Time Not Established | Critical (3) | No UCDs Received - Timeout;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; |
| 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=1.0;CM-VER=3.0; |
| Time Not Established | Critical (3) | TFTP Request Retries exceeded, CM unable to register |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0; |
| Time Not Established | Notice (6) | Honoring MDD; IP provisioning mode = IPv6 |
| Time Not Established | Warning (5) | ToD request sent - No Response received;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0; |
| Time Not Established | Critical (3) | TFTP failed - Request sent - No Response;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0; |
| Time Not Established | Critical (3) | TFTP Request Retries exceeded, CM unable to register |
| Time Not Established | Warning (5) | ToD request sent - No Response received;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0; |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0; |
| Time Not Established | Notice (6) | Honoring MDD; IP provisioning mode = IPv6 |
| Time Not Established | Critical (3) | DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0; |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0; |
| Time Not Established | Notice (6) | Honoring MDD; IP provisioning mode = IPv6 |
| Time Not Established | Warning (5) | ToD request sent - No Response received;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0; |
user_f2fac0
Visitor
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2 Messages
2 years ago
UPDATE 2/6
Xfinity told me to reach out to Motorola and I finally got them on the phone. During the call we re-reviewed the settings and status pages and found uncorrected packets. With an uptime of 40 hours, there were 9k corrected and 15k uncorrected data packets. They are spread across all the downstream channels (not necessarily evenly though). I'm guessing this is causing the slowness and issues. I will reach back out to XFinity to see if they can send someone to inspect the line. Again, nothing has changed on my side from a hardware, config, or cabling perspective.
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huggsboson
Visitor
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1 Message
2 years ago
What ended up being the resolution here? I have the same modem, same firmware and can do 800Mbps. But it drops basically once a day to 5Mbps and I have to restart the cable modem to get it going fast again. I do see a high number of corrected and uncorrected frames in the stats page.
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