mb8611 firmware

Hi, @user_fed33e

We have made updates to our operating systems lately that may have deemed your device incompatible with your speed or device. Let's take a look at your account together to be certain this is the cause of your issue. 

@user_7c736b I understand you've had some service concerns and recently had a technician out. I want to check in with you and see if you are still experiencing the service issues?  

@xfinity_user_11​ 

I waited for an hour and no one at Motorola even picked up the phone.

@denn73​ oddly for me today I had drop outs reboots every hour from 8 am today until around 2.30pm. 

I have now been up solidly for 2+ hours. 

Not going to fool myself & get my hopes up but not sure what they did on the network to stop the reboots on my MB8611. 

@GUS_GuyUsingSystem​ 

Fortunately I have not had as many reboots as you but it's becoming more irritating the more it happens. My longest uptime since these reboots began has been approximately 28 hours.  How hard can it be for someone at Comcast to reach out to Motorola and start working together on solving the problem? 

@GUS_GuyUsingSystem If you are still having the same issue, Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 - An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

See https://comca.st/3KQF8q9 for an example.

@XfinityStephanieT​   I did 2 days ago & you guys ignored it.

@GUS_GuyUsingSystem I apologize, but I'm not seeing the message on my end. If you could please send us a direct message, we will be happy to assist you with this issue. 

I  just sent the same message again

@Jlavaseur​ That's correct according to the MB8611/MB8600 Quick Start guide. The Online LED (which looks like a globe) is green when operating in DOCSIS 3.0 mode and blue when operating in DOCSIS 3.1 mode. Mine LED is blue. The down arrow and up arrow are also blue. The Ethernet port LED is green, but that makes sense because it goes to a 1 Gbps Ethernet card in my router. 

@NoGoodNamesLeft4Me​ interesting, mine is green and no reboots..the arrows are all blue.. so why would my modem connect at docis 3.0 on Comcast, same modem, current firmware, very odd

The downstream and upstream blue arrows indicate the modem is connected on multiple channels. I assume that means that channel bonding is used both downstream and upstream. Both DOCSIS 3.0 and 3.1 support channel bonding (albeit in different ways). Your modem's configuration is a DOCSIS 3.0 configuration, and mine is DOCSIS 3.1. As to why ... makes absolutely no sense to me. 

Yep, that's what I said.

We're so glad to hear that everything seems to be working better for ya! Please do not hesitate to reach out if any additional assistance is needed, as our teams are available 24 hours a day for support! 

@XfinityChelseaA​ You are an official Xfinity employee. Why do you not know what is going on and why there is an issue with the MB8611 modem?

On this platform we assist multiple customers simultaneously.  So there can be some delay in responding depending on our specialists' volume.  We greatly appreciate your patience as we work to resolve all issues.  

@sigs​ 

I was like you & had frequent drops during business calls using the MB8611. 

But I couldn't put up with Comcast's lack of response nor solutions so I went out & bought an Arris S33 yest & so far it's been up since 10pm last night. 

Luckily my contract runs out in leaf than 20 days so I am looking to my conversation with Comcast early next month. 

[Edited: "Language/Inflammatory"]

Xfinity came back and punted... advised known issue, lots of 8611 user complaints, tied to firmware update.  Advised to schedule a tech visit.... yeah right.  I think I'll make the switch to DirecTV internet since I still have a dish on my house... a lot less expensive.

@user_64c884. I wanted to clarify that there is no known issue listed on our end. Anything we list will be a communication from Motorola and we have not received that yet. Firmware updates are built by Motorola and we have to wait on them to build and we can push them out. Based on the amount of users reaching out there is definitley something going on, but not much we can do besides send a technician to make sure everythihng on the Xfinity side is good. There is no charge for a technician. 

@XfinityEthan I've been wrestling with this issue as many others on this thread and have tried troubleshooting with tech support over the phone multiple times. Like others, tech support is suggesting an onsite visit by a technician. They claim the tech can manually push the firmware update to version 8611-21.3.7 (currently on 8611-19.2.20). This sounds unlikely but I'm playing along. Can you confirm that this indeed possible (i.e. for a technician to push/force an update on-site)?

Lastly, are you aware of any MB8611 users that do not have this issue? I ask in case there are and maybe an RMA w/Motorola could work in my case. Please advice. 

@sigs​ I'm on 21.3.7 and still getting disconnections. But it has been almost 22 hours of uptime!

Hmmm.  We can always follow up with you after that new device arrives and make sure that it has the proper firmware update.  Would that be okay?

@sigs​ That's a bit of [Edited: "Language"] on Motorola's part. My MB8611 was updated to 8611-21.3.7 on January 2, 2023. I have not been having disconnection issues with this version or the previous version. 

@sigs​  - I was also on  21.3.7 before I switched out to the Arris S33.

Was getting dropped out still on the the new firmware & couldn't handle the wait time @ Moto, the inability of Xfinity front line  support (here & via their phone) to understand what we are experiencing with the MB8611, Xfinity not fulfilling their obligations & the affect it was having on my remote work performance.

Simply Xfinity needs to tune their network (power, channels, security, timing, etc) to accommodate the new Moto firmware.

It's simple communication & engineering 101.

That is why Xfinity bleeds customers each quarter.

I have the 21.3.7 firmware and I guess I’ve had it since I purchased my modem, but it must have been flashed as soon as I registered my modem with xfinity, because before I registered it I could check things in my firmware then after the register I no longer can look at anything in my firmware. Can’t check errors, channel frequencies, nothing at all, so if I have any type of problem I can’t see if it’s the modem because I no longer can see anything.

@sigs​ I found the same thing. Looking at only the Amazon comments, the MB8611 seems to have a higher incident rate than the others, but the S33, the Netgear CM1200, and the CM2000 have all had similar issues with some providers. Things like suddenly dying well within the warranty period (e.g., It won't power on at all or the lights just flash continually.), frequent disconnects, etc. Strangely similar stories.

@user_d3512a​ "@xfinity....when will this be resolved?"

My sense is that it is not clear whether it is a Motorola or Xfinity issue and they both may be pointing fingers at each other.   Some posts suggest when Xfinity pushes out the update it may not resolve the issue, but when Motorola ships it with the update it may work.   But also conflicting reports that the update mechanism has convoluted results for both.   I'll let you know when my replacement 8611 shows up whether my issue is resolved... I had multiple resets yesterday, just 1 this morning.

@sigs​ So here is a twist... just as Motorola is sending me out a replacement 8611 I start working on my computer this morning and notice no reboots.   That is odd, as every morning within minutes of my booting my modem resets.   I go to the log and notice dozens of errors that happened overnight... all about diplexer mode changes.

So the error was related to diplexer mode changes at different frequencies... and then I see my system is now on firmware 8611-21.3.7.  

I have 30 days to return my old modem... when I my new one arrives I may wait to see if I have any resets with the old one first before the swap.  Based on other posts, it sounds like my firmware is likely to revert, but maybe something has been sorted out?

Got it! What we can do is wait it out, and see if that is the case. We can set a reminder and follow up here.

@sigs​ Well, that did not last long.  Less than 45 minutes after I booted up this morning my system reset and reverted back to 8611-19-2-20.   Looking forward to the replacement.

@user_d3512a Hello and good afternoon, and thank you for reaching out here on our Xfinity Community Forum. I am sorry to hear that you have also been experiencing these repeat interruptions in service, that would definitely be really frustrating. I would be more than happy to assist you in troubleshooting the issue further, to hopefully get these awful repeat interruptions in service you have been experiencing resolved once and for all. To continue, please send us a direct message with your first and last name and service address following the steps below:

 To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

See  https://comca.st/3KQF8q9 for an example. -Christopher