Visitor
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7 Messages
MB8611 drops connection at least 1-2 times per day
I have an MB8611, along with an Asus Mesh Network with three RT-AX88U Wireless Routers, scattered across the house.
I work from home and have recently experienced connection drops at least 1-2 times per day.
Pretty sure it's the modem, as the last time it happened I logged into the modem and saw the "System Up Time" was only a few minutes, so it appears to have restarted.
Looking at the event log, this is the most recent entry:
08:54:19 Tue May 14 2024 |
Notice (6) | DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; |
Can anyone help me understand what the issue might be?
EG
Expert
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106.3K Messages
5 months ago
Please post the entire error log entry table but redact any and all CM and CMTS MAC addresses.
Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.
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user_ba2175
Visitor
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7 Messages
5 months ago
Here is the modem data:
Tue May 7 2024
Wed May 8 2024
Wed May 8 2024
Wed May 8 2024
Wed May 8 2024
Wed May 8 2024
Wed May 8 2024
Wed May 8 2024
Wed May 8 2024
Wed May 8 2024
Wed May 8 2024
Thu May 9 2024
Fri May 10 2024
Fri May 10 2024
Fri May 10 2024
Fri May 10 2024
Sat May 11 2024
Mon May 13 2024
Tue May 14 2024
Tue May 14 2024
Tue May 14 2024
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EG
Expert
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106.3K Messages
5 months ago
Both the downstream and the upstream power levels are out of spec. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.
In an effort to try to obtain better connectivity / more wiggle room, check to see if there are any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage from Home Depot, Target, Wal-Mart, etc. Splitters should be swapped with known to be good / new ones to test.
Also check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, etc.
If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.
Good luck with it !
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user_ba2175
Visitor
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7 Messages
5 months ago
So speaking with Xfinity support and they are telling me that my modem is not compatible with my internet package.
I'm currently subscribed to
EXTREME PRO INTERNET
Speeds up to 1000 Mbps / 20 Mbps
Does this seem correct? Could that be causing the drops?
If so, can you recommend a 3rd party modem I can purchase vs renting from Xfinity?
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EG
Expert
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106.3K Messages
5 months ago
Nah. They are wrong..... The 8611 is approved for that speed tier. And even if it wasn't, it couldn't cause the signals to be out of spec. There is an obvious connection quality problem. If none of those tips apply, then yes, you'll need a tech out to investigate and correct it as was stated. Good luck and please post back with how things turn out.
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user_ba2175
Visitor
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7 Messages
2 months ago
So after a few months, the upstream and downstream signals are good but I'm still having an issue with the modem rebooting at least 1-2 times per day.
Is there an issue with this modem? Can anyone recommend either Netgear CM2050V or ARRIS S33?
Those two modems are on the Comcast approved list.
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EG
Expert
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106.3K Messages
2 months ago
The downstream power looks good now but the upstream power is still too high. What has been done since ? Did you try any of those tips ? Did you get a tech visit ?
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user_ba2175
Visitor
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7 Messages
2 months ago
A tech came out to house and confirmed that the issue is the feed from the street being low. He was going to escalate.
Besides that, I've gotten zero communication from Comcast.
Just keep emailing and every now and then a truck drives around the neighborhood, so I have no idea what has been done, just noticed levels were different.
I'll have to keep harassing them. What should the upstream range be?
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EG
Expert
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106.3K Messages
2 months ago
Around 40 dB would be ideal. I would hold off on changing the modem. No matter what modem you use, the line impairment will still be there. He should have escalated it but many times they don't..... You're going to have to get the techs involved again.
Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it up to their line / network / maintenance dept. techs. The problem may indeed lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.
Good luck !
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