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Thursday, December 1st, 2022 8:53 AM

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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;

Question

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Updated 

2 years ago

12.5K

88

Plasmodium

Visitor

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3 Messages

2 years 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!

1

petmitsu

Contributor

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64 Messages

@Plasmodium​

I emailed Motorola recently for clarity on the status lights and this is their response. 

Edward P. (Motorola Mentor)

Jan 2, 2023, 1:47 PM EST

Hello,
 
Under normal operations, the power, arrows, and globe should be a solid color while the ethernet icon should be the only icon blinking.

Edward P.
Customer Success
Minim
[Edited: "Personal Information"]
M-F 8:30 AM - 10:00 PM ET

(edited)

2 years ago

0

DownLevel

Visitor

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8 Messages

2 years ago

Ugh. was hoping it wouldn't come to that. But yeah I've had 11 disconnects in the last 24 hours and (lol it just did it again while writing this). There is no way I can work from home with this going on.

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user_118537

Visitor

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13 Messages

2 years ago

FWIW the last tech that was out noted to my wife that one of the cables was non-standard.  I'm guessing it was RG59, and I've just replaced it.  He had put new ends on it, but perhaps an issue with RG6 quad shield fittings shoved onto an RG59 cable helped contribute in some way to reboots.  I doubt it, but noting it here for full disclosure.

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user_118537

Visitor

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13 Messages

2 years ago

Confirm not the issue; already rebooted once.

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NoGoodNamesLeft4Me

Contributor

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72 Messages

2 years ago

When I got up this morning, my Internet was down. I had my router reinitialize the WAN interface and was back in business. I've only had Xfinity for a few weeks, but that was new. It wasn't until looking at this post that I realized that my MB8611 firmware was updated last night from 8611-19.2.20 to 8611-21.3.7. It was rebooted after that, but since the DHCP lease time wasn't up yet, my router didn't know that the IP address should have changed. I may have to make the router smarter about the link going down.

(edited)

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user_118537

Visitor

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13 Messages

2 years ago

Like many before me, I've simply replaced the MB8611 with a completely different device.  Do not let xfinity or motorola off the hook on these things.  MB8611 v1 is utter trash with 21.3.7 loaded to it.  Before I replaced it I attempted a manual factory reset ... it literally never came back up ... and never reverted to 19.2.20 at all - stuck with 21.3.7 and for over 2 hours just cycled the lights and doing reboots.
Super great factory reset that doesn't even go back to factory...

7

user_Es0824

Contributor

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70 Messages

@user_118537​ It seems that Arris are having issues as well. Please let me know what modem you switched to. For the time being I attached an attenuator to my modem and have been up for 4 hours with a little hope. *Crazy that I'm excited about my internet being up for four hours. But here we are. The new firmware is garbage and I hope they create a fix. However, an attenuator might help. I don't know but so far it seems ok. Albeit I was excited last time that my internet was up for 30 hours and then reverted back to the mess of going in and out. 

2 years ago

user_118537

Visitor

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13 Messages

Motorola has just confirmed they'll warranty my faulty modem.
I actually considered a little 10db attenuator myself.  :)

2 years ago

0

CCDaniel

Problem Solver

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606 Messages

I wil check back in with you in a couple of days to be sure that no issues arise. 

I no longer work for Comcast.

2 years ago

0

DownLevel

Visitor

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8 Messages

@user_118537​ I bought a new Arris S33 today hoping this would solve my problems and it did not :( 

after seeing I still had issues, I took my dog outside and since i was out there, I double-checked the exterior utility box and made sure things were dry and connections were tight. they were. One of the first things I had done was check connections were tight between the modem and the wall plate it my office (they were) but this made me wonder if i had any other connections.

So I checked in my basement and there is another splitter there and one connection was loose. How it loosened in the ~6 years I've been here in a nice climate controlled room that I never go in and haven't touched things in I do not know, but I'm going on 5 hours now with no issues.

So I'd suggest anyone having similar issues triple check EVERY connection you can. Seems like it is a potential cause.

2 years ago

NoGoodNamesLeft4Me

Contributor

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72 Messages

Last night, I got the update from 8611-19.2.20 to 8611-21.3.7 on my MB8611 cable modem. It rebooted after that. No problems, so far other than having to reset my router's WAN interface to pick up the new IP. Stay tuned. Right now, the connection status says:

System Up Time 0 days 16h:07m:17s

Before that, the modem had been up for 20+ days. (That was the time since the service was first activated here.)

2 years ago

user_6ad7bb

Visitor

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1 Message

2 years ago

FYI, I'm having this problem too. My Motorola 8611 reboots multiple times a day and the firmware is updated. I wish I could just tell Xfinity to not update my firmware. The last update went from 8611-21.3.7 to 8611-19.2.18. I've had 3 reboots tonight within the last 2 hours =(

This is also making work impossible. I'm close to buying a new cable modem as well to allow me to work.

2

drumman3

Visitor

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10 Messages

2 years ago

I have this modem and since the firmware was sent to my modem I no long can check ANYTHING in the firmware. Talked to a tech and was told they don’t send firmware to peoples modems that was the responsibility on the customer if they used their own equipment (lie).

 Said since I was using my own equipment they couldn’t help me. 
 I keep getting emails from comcast telling me to connect to them on a peer to peer chat and I have no clue where they are wanting me to do this. I don’t see anything here that looks anything like the things they tell me to find to do a peer to peer.

 Anyway Motorola told me that xfinity does send out firmware and that they are trying to keep customers from seeing what’s going on with errors and things with their system, that I should have complete control of all aspects of the firmware until xfinity flashes it with their own firmware. Again I was just told by an Xfinity agent that they don’t flash modems that aren’t rented from them.🙄

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user_118537

Visitor

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13 Messages

@drumman3​ Well that is disappointing.  It is completely impossible for a user to update firmware.  It must come from the coax side of the box...and it must be done by the ISP.  Sometimes they hide behind their "it isn't on our compatability list" .. but that clearly isn't the case as we've all got 8611s which was the 'best' and most expensive option on their compatability list.
They absolutely do push firmware to customer owned equipment.  In fact...I would have never joined this conversation in the first place if they didn't because it worked fine until the update pushed.

2 years ago

0

Jlavaseur

Problem Solver

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948 Messages

2 years ago

Well other internet providers are having the exact same issues with the mb8611,…

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user_6a1fcb

Visitor

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1 Message

2 years ago

Ive seen the same issue for the last 2 weeks.  I have v1 8611 hardware and 21.3.7.  I opened a support request with motorola who had me send my logs.  Their response was 

"Looking at this there seems to be something wrong with your coaxial cable coming into the device. Your corrected/uncorrected numbers in the downstream bonded channels box should be at 0. Those are all errors coming into the device through that line."

I have a tech coming out to check line connection at outside utility box next week.  

Will post back results.

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NoGoodNamesLeft4Me

Contributor

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72 Messages

@user_6a1fcb​ 

"[...] Your corrected/uncorrected numbers in the downstream bonded channels box should be at 0. Those are all errors coming into the device through that line."

I don't think that's completely correct. Your uncorrected numbers should ideally be zero. Your corrected numbers should be small.

I have periodically grabbed statistics from my MB8611, starting with the first week I started with Xfinity (12/8/2022). This was on a brand-new coax cable run from the curb, which happens to be right in front of my house, into my house (through a lightning arrestor and a single splitter put in by the installer) into the back of a new cable modem. There is no other coax in the mix. This is probably the ideal installation. (The cable running from the Xfinity head end to the curb could be as old as 40 years. I believe it was updated at one point, but I can't say with any certainty.) Even so, the corrected errors range from 0 - 11 (except for the OFDM PLC channel, which always seems to have an outrageous number of corrected errors - but still 0 uncorrected errors). It had been up for about four days at that time. The current statistics on the MB8611 for today show 0 - 4 corrected errors and 0 uncorrected errors (again ignoring the OFDM PLC channel). This is with an uptime of about 1.5 days since I rebooted. I rebooted the cable modem manually several times yesterday to fix and test some scripts on my firewall. 

(edited)

2 years ago

0

user_118537

Visitor

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13 Messages

Today I received my warranty replacement modem from Motorola.

Another 8611; hardware version 1.0

Upon initial boot it showed firmware version 19.2.18.

Upon activating with comcast, it IMMEDIATELY updated to 21.3.7.  As soon as comcast activated it, the device rebooted and came back up with the newer firmware.

Will post back here on stability.

----EDIT----

I kid you not it has been only 25 minutes or so.  The modem has rebooted at least 5 times that I physically saw.  And the device now states that it is on 19.2.18 again.

What a piece of trash.

(edited)

2 years ago

0

petmitsu

Contributor

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64 Messages

@user_118537​ it's not the modem, although replacing it with another brand and model will solve your problem. It's the firmware comcast updates it with. Motorola and Comcast need to get together and work out the bugs.

2 years ago

0

user_3895d2

Visitor

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6 Messages

@petmitsu​ 

That won't happen given the responses from "official employees" in this forum. They are completely oblivious.

2 years ago

0

Jlavaseur

Problem Solver

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948 Messages

2 years ago

So I reactivated my mb8611, it has firmware 21.3.7, flawless performance so far, I have some theory’s but I am being censored….

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atlterry

New Poster

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10 Messages

@Jlavaseur​ I have been having similar issue like the others and yesterday after a DM session with Xfinity support they sent out another technician who claimed that the 4 month old MB8611 was the issue - to keep the peace at home I got them to install their modem for an additional $23/month and that was at 2pm EST yesterday - I started tracking Internet connectivity with my Homeassitant/Unify router for the last 2 weeks since I have had reboots and still see disconnects with their router/modem. I'm giving this a week with my work VPN - if too many disruptions - I'll have to take further actions. 

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2023-01-09 06:26:39

2 years ago

atlterry

New Poster

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10 Messages

@Jlavaseur​ how did you reactivate your modem with the new firmware?

2 years ago

0

NoGoodNamesLeft4Me

Contributor

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72 Messages

@Jlavaseur​ Nope, you don't appear to be censored or censured. :)

2 years ago

0

NoGoodNamesLeft4Me

Contributor

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72 Messages

I'm also not having issues with 8611-21.3.7, which I got on January 2, 2023. I was dreading rebooting the MB8611 because of the issues being reported here. Eventually, I had to so that I could test a firewall script that wasn't running at the right time when the modem was reset. Other than that, it's been up the whole time. My current Software (edited to remove PII) and Connection stats are below.

Something is up with the MB8611s. There are too many posts here with the same issue to be a fluke. However, it's not all of them. I wonder if some of the MB8611s have faulty NAND, so they aren't storing the firmware update. Maybe they are getting a corrupted update from Xfinity (but I assume the firmware is at least passing a CRC checksum test of some sort). 

2 years ago

0

atlterry

New Poster

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10 Messages

@NoGoodNamesLeft4Me​ I'm going to do some more checks on the firmware thanks

2 years ago

0

Jlavaseur

Problem Solver

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948 Messages

2 years ago

@atlterry I just hooked it up, walked the dog, came back all the looked normal, the tech said he couldn’t even see it and it wasn’t activated, yet my router had a external ip and I could ping google etc, I was definitely connected to the internet in some fashion… 

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Jlavaseur

Problem Solver

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948 Messages

2 years ago

@NoGoodNamesLeft4Me but I try to answer posts and they never show up, so I don’t know..

(edited)

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Jlavaseur

Problem Solver

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948 Messages

2 years ago

@NoGoodNamesLeft4Me look at your power levels compared to mine, way different I am not sure what they are supposed to be…

(edited)

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NoGoodNamesLeft4Me

Contributor

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72 Messages

@Jlavaseur​ According to Motorola, speedguide.net, and Arris (S33), your levels and mine are more or less in spec. Yours are more in spec than mine, but they are both "good." My downstream levels are a bit on the hot side, as I understand it. This is with a -7dB splitter in the line, which I believe is toning those down a little, or they would be even higher. My upstream power levels are at 50 dBmV or under, which is also in spec, but a bit on the higher side. For the Motorola MB8611, that seems to be average.

I had to find out what dBmV even meant, and why it could be negative. It's definition is decibels relative to one millivolt (dBmV). I found a good, concise definition at TechTarget. (You may need a [free] login to see that.) Basically, it's a (base 10) log function

where E is the RMS voltage of the signal. "A 1 mV signal across a pure resistance has a level of 0 dBmV. Signals weaker than 1 mV have negative dBmV values; signals stronger than 1 mV have positive dBmV values [...]."

(edited)

2 years ago

0

Jlavaseur

Problem Solver

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948 Messages

2 years ago

@atlterry personally I believe there is more then one issue going on here, everyone is focused on the stats etc, it seems even when they get corrected still issues…. 

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