U

Visitor

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2 Messages

Thursday, December 1st, 2022 8:53 AM

mb8611 firmware

My Motorola mb8611 kept rebooting frequently as mentioned in other posts I found in this forum.

I guess it may be related to firmware update, because a few times I logged into 192.168.100.1, I noticed a different firmware version.

The device seemed coming with firmware version 8611-19.2.18. And sometime after a rebooting, it became 8611-21.3.7. Then it would reboot again soon and rolling back to 8611-19.2.18.

How could I get stable connection without changing to a new devices?

Also post the signal status below.

 Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 20 507.0 -1.6 40.8 0 0
   2 Locked QAM256 4 405.0 -1.5 41.2 0 0
   3 Locked QAM256 5 411.0 -1.3 41.5 0 0
   4 Locked QAM256 6 417.0 -1.3 41.5 0 0
   5 Locked QAM256 7 423.0 -1.2 41.5 0 0
   6 Locked QAM256 8 429.0 -1.3 41.7 0 0
   7 Locked QAM256 9 435.0 -1.3 41.7 0 0
   8 Locked QAM256 10 441.0 -1.4 41.8 0 0
   9 Locked QAM256 11 447.0 -1.1 41.9 0 0
   10 Locked QAM256 12 453.0 -1.0 41.9 0 0
   11 Locked QAM256 13 459.0 -1.3 41.7 0 0
   12 Locked QAM256 14 465.0 -1.5 41.8 0 0
   13 Locked QAM256 15 471.0 -1.4 41.6 0 0
   14 Locked QAM256 16 477.0 -1.2 42.0 0 0
   15 Locked QAM256 17 483.0 -1.2 41.9 0 0
   16 Locked QAM256 18 489.0 -1.2 41.8 0 0
   17 Locked QAM256 19 495.0 -1.6 41.5 0 0
   18 Locked QAM256 21 513.0 -1.4 41.3 0 0
   19 Locked QAM256 22 519.0 -1.3 41.8 0 0
   20 Locked QAM256 23 525.0 -1.4 41.6 0 0
   21 Locked QAM256 24 531.0 -1.5 41.6 0 0
   22 Locked QAM256 25 543.0 -1.6 41.4 0 0
   23 Locked QAM256 26 549.0 -1.5 41.6 0 0
   24 Locked QAM256 27 555.0 -1.2 41.7 0 0
   25 Locked QAM256 28 561.0 -1.1 41.7 0 0
   26 Locked QAM256 29 567.0 -1.1 41.7 0 0
   27 Locked QAM256 30 573.0 -1.3 41.8 0 0
   28 Locked QAM256 31 579.0 -1.3 41.8 0 0
   29 Locked QAM256 32 585.0 -1.2 41.7 0 0
   30 Locked QAM256 33 591.0 -1.0 41.8 0 0
   31 Locked QAM256 34 597.0 -1.0 41.9 0 0
   32 Locked OFDM PLC 48 688.0 -0.9 41.7 43877307 0


   Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Locked SC-QAM 1 2560 10.4 45.0
   2 Locked SC-QAM 2 5120 16.4 42.5
   3 Locked SC-QAM 3 5120 22.8 41.8
   4 Locked SC-QAM 4 5120 29.2 41.3
   5 Locked SC-QAM 5 5120 35.6 41.8
   6 Locked SC-QAM 11 2560 40.4 44.5

Event log showed the following critical messages:
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;
No Ranging Response received - T3 time-out;

Official Employee

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722 Messages

2 months ago

Greetings, @user_64c884! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your modem, but you have definitely come to the right place for assistance.

 

If you could send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live session.

EG

Expert

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97.7K Messages

2 months ago

@user_64c884 @XfinityJamesC 

Please circle back here and 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.

Visitor

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3 Messages

2 months ago

Please keep me posted as I'm having the exact same issue. I see the same software change between reboots and still haven't resolved this problem almost a month into this saga.

EG

Expert

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97.7K Messages

2 months ago

Visitor

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3 Messages

2 months ago

I see several threads documenting this same issue with MB8611 modems rebooting several times a day with changing firmware being seen. But none of the threads show the resolution. Xfinity is pushing the firmware but it clearly isn't stable. Still waiting here....

Official Employee

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674 Messages

I understand you are having reboot concerns with your modem. Do you own your modem?

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

Visitor

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6 Messages

@XfinityAshley​ 

Are you guys all bots? I have yet to see a helpful response from any "official employee" here.

Visitor

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2 Messages

2 months ago

Sorry. I changed to another non-motorola modem. I do not have enough time to debug this issue with Xfinity.

The first step from xfinity is to remove the router from the modem, which led me to losing all internet connection.

(edited)

Visitor

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13 Messages

2 months ago

I also have an MB8611 hardware v1.0, current firmware showing is 8611-21.3.7 and it has rebooted 3 times in the last day.  Super annoying trying to work from home and getting disconnected.
I strongly agree with EG above; fixes and ideas should be posted publicly so that we can all benefit.

A few weeks ago I had a tech out to replace the nasty connectors outside the house and that lowered the reboot frequency from approximately 8 times a day to what is now probably 2-3 times daily.  I admit that I haven't taken note of the firmware bouncing; so this post may be off topic.
Generally power and SNR look very good; no corrected or uncorrected errors are reported.

I do in fact own it instead of paying $$$ to rent simple standardized equipment.

XfinityJay

Official Employee

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578 Messages

Thanks for posting your comment, @user_118537. We've got your back here. You're more than right, @EG is the best of us all!

 

Typically, when you see that the signal levels are well within specs, the issue resides with the connection with the router. Have you already attempted any troubleshooting with your Wi-Fi router? Also, do you notice if your modem goes offline when you experience these issues?

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
XfinityJay

Official Employee

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578 Messages

For anyone who owns their own device and that experiences any issues, it's important to remove the power from the router before troubleshooting for the best results and resolution. 

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

Visitor

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1 Message

My xfinity internet has been rock-solid for over 5 years, however, all of the sudden it has become randomly unstable. Nothing has changed on my side, and my signal strength is good. The only thing that has changed is the MB8611 firmware upgrade that Xfinity pushed (21.3.7). The post from XfinityJay above is extremely angering, as he is trying to assume that the problem is between the cable modem and the router (thus trying to misdirect responsibility to something outside of xfinity’s responsibility).  It’s highly unlikely that a working cable modem would randomly reboot if the problem is between the modem and the router. It’s much more likely to be a problem between the new modem firmware and Xfinity. I know my modem spews critical error messages in the logs every 2 seconds “16 consecutive T3 timeouts while trying to range on upstream channel 2”. It would be a really nice change if xfinity actually dug into this problem and resolved it for not just this one customer, but for the thousands of customers who bought their own cable modem (instead of assuming the problem is outside of xfinity’s control). 

Visitor

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9 Messages

Tough call, but this issue points in one direction. They should pull the firmware update just for stability sake. We seem to be frowned upon by using our own equipment, it should be welcomed and supported period. I personally like to control my own network, and tv devices. Saves the dollars.

Jlavaseur

Problem Solver

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911 Messages

1 month ago

My mb8611 has been up for approximately 6 months without a issue, tho I never checked the version…

Visitor

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13 Messages

1 month ago

I have reported/flagged both of XfinityJay's responses with reason of 'off topic'.  I concur with user_ad1dc9, trying to make it about the wifi is simple misdirection and/or willful stupidity.  This is a thread specifically about a single modem model rebooting frequently.  Attempting to say it might be wifi is clear misdirection, and further suggesting that if we own our own hardware we have to pull the power on it to troubleshoot ... yeah...that is bad.  Now if XfinityJay had mentioned WHY the hardware worked better after powering down fully, or suggested WHY my personal device somehow acts differently than their corporate supplied hardware....well that might be useful to the conversation.

Visitor

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9 Messages

1 month ago

@Jlavaseur 

Updates could be staggered, and maybe halted from further destruction. Looks like some are bricked by a loop. I would disconnect from router and directly connect it via ethernet and reset via toothpick or whatever. Just to see if you can recover from loop. Of course setup a new user name/password on modem. Your only shot to possibly correct it.

(edited)

Visitor

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13 Messages

1 month ago

Looking today - instead of 21.3.7, I'm sitting on 19.2.20.  Looks like last reboot was 3 days ago. 

XfinityAnna

Official Employee

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839 Messages

Thank you for taking the time to post @user_118537. I can't imagine the headache these disconnects have caused you. I am not showing any definite problem or solution when I look through our known advanced technical issues. What I would like to do is bring you in private and take a look at your signals. I can then push a firmware/software update from my end. Once everything is said and done, if you are still continuing to have an issue we will start a ticket with our backend teams. 

 

Can you send us a private message with your full name, name of account holder (if different) 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

Visitor

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13 Messages

1 month ago

December 26th was uneventful ... but today I have modem reboots at the following times:
01:05

01:55

09:19

09:53

10:26

12:29

17:59

This is completely unacceptable. As of 18:02, firmware version 19.2.20. 

sigs

Visitor

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21 Messages

1 month ago

My MB8611 has been flawless for months.  A few weeks ago it began with multiple resets per day.   It happened again today.  Firmware: 8611-19.2.20

XfinityAaron

Official Employee

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911 Messages

Hello @sigs. I am sad to hear about the issue you are having with the equipment. It has been a couple of days, are you still having issues or were you able to get this resolved? 

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
sigs

Visitor

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21 Messages

For better or worse… now that I posted above, no more resets have occurred, knock on wood.  I’m sure I just hexed myself.

XfinityAaron

Official Employee

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911 Messages

That is great news, and I hope that is not the case. We want you to enjoy your servies and not stress about them. I hope you have a great rest of our evening, and that you and your family stay safe! 

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
sigs

Visitor

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21 Messages

I'm still sitting on 8611-19.2.20.  At start up this morning another brief reset.  A couple days ago there were about 10 minutes of back-to-back resets.  Certainly not flawless.  A 30 second reset every few days is not ideal but won't make me buy a new modem.   The 10 minute spazziness sessions have to go.  At this point it is sporadic... maybe even directionally, correct?   Maybe I need to be pushed the 21.3.7 update?

XfinityJorge

Official Employee

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605 Messages

Thanks for the update and for checking back with us. If it doesn't improve do not hesitate to send us a message to work on this. In order to get started, can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

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

Visitor

 • 

13 Messages

1 month ago

Well I spent a couple of hours chatting with various xfin support folks.  I will note that it is 'not realtime chat' ... despite the obvious chat interface rather than a support ticket style interface.  My support tech disappeared for a good 45 minutes...I was afraid they went outside and fell on the ice or something. Then some other rando picked up the convo and noted that it isn't live chat; just a simulation. With this in mind, I would encourage all with the 8611 to go ahead and open a support chat - unlike normal you shouldn't try to dedicate time to sit and do it...it can be extremely high latency between conversation bits.

Anyway, my modem has been stable on the new 21.3.7 version for almost 2 full days.  I still have no idea what they did.

From further chatter:
"I do see some signals were sent while working with our team, and it is possible those signals strengthen the connection."
Sooo...completely meaningless.

(edited)

Visitor

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3 Messages

1 month ago

Ok, I have an update to share with the community in the hopes it might help!

I had service technicians (Comcast) check out all the physical wires and connections, everything looked ok. They did install a MoCA filter leading into the modem, but I doubt that was the issue. But sharing in case that played a role.

My MB8611 kept rebooting several times a day (usually several times, back to back), normally in the morning and late afternoon. Constantly shifting firmware too. Even after the service techs, my modem still did the same reboots. So my next step was to order a replacement modem (same model) in hopes that maybe it was simply a defective modem.

I'm day 4 into my new MB8611 and I haven't had a single issue since installation. Sitting stably at 21.3.7. I did nothing different! I have no idea why this one is being stable.

The only other difference I am noticing is on the front panel lights. On the problematic modem, I would constantly see the Online light blinking and the Ethernet light ON. On the new replacement modem (the stable one), I am now seeing the Online light on constant ON and the Ethernet light constantly blinking. Again, not sure if this helps, but sharing in hopes this might provide some help to others!

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