mb8611 firmware

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.

@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.

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.

@user_64c884 @XfinityJamesC 

Any update ?

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....

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.

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.

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

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.

@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.

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

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

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.

I had the same issue with my MB8611 and the final update they sent bricked it. All the lights light up and start strobing when you turn it on. I had enough of this nonsense and got an Arris modem and no issues since.