mb8611 firmware

@user_20c833​ To view your modem’s status page go to http://192.168.100.1 or http://10.0.0.1

Use the ID/PW on the label underneath the bottom of the Moto 8611 if this is your first time.

It sould be the first page you get into in the grid displayer.

@nbelk4004​ Have they given anyone a timeframe for a fix?  I'm still have problems with the internet going in and out.  It's really getting frustrating.  You can call xfinity to get a credit for the days service is out.  [Edited: "Solicitation"]

Hi there, @user_0a1b53. I am sorry that you are feeling frustrated by this situation and want to help. We are able to check on your ticket and further help. Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

@user_0a1b53​ Haven’t given me a timeframe. Had a tech out yesterday who said all lines coming into the house were good and that’s when I found this massive thread on the forum along with many other separate ones. He said he would ask around and let me know if there was any info about MB8611 firmware but nothing so far.

If xfinity just provided free leased modems like any other ISP I would just swap to one of those, but I’d rather lose the additional 400mbps down using an older modem than pay $15/mo in perpetuity for a $150 modem.

Having purchased the Motorola on Amazon, I'm returning it and purchasing the Arris S33, which, based on other recommendations on this board, may solve the problem.

I will post an update if this solves the problem. Luckily the Motorola was less than 30 days old, and I can return it for a full refund.

Sorry to waste time chasing this issue when Xfinity has the resources in their system to know which customers have this modem - it's in their control panel software - and could have proactively solved the problem independently. 

Posting an update, the Arris S33 solved the problem.

No more dropped connections, no more attempts to blame an expensive customer-owned WIFI mesh network, and no more trying to force service calls or blame brand-new equipment for an obvious issue with their network and a leading manufacturer. 

Sadly, Xfinity could simply pull their logs, find all the customers with this equipment, monitor how many are experiencing lost connections, and take action to fix this. They should do it, but they never will.

This is what public infrastructure monopolies deliver. Overpriced services, poor customer experiences, and no way to punish the poorly run companies and reward the well-run ones.

The tight bond between the oversight organizations and the cable industry is toothless and not working to benefit the public.

@user_a8ab8b​ I'm not convinced that the issue is directly related to power levels but is driven by software forced onto the modem by their network. Some people have contacted Motorola about the problem, and some report that they received a new modem, again not convinced this will solve it.

Based on posting here and around the Internet, Xfinity is hiding behind its obligation to allow customers to purchase equipment, and their willingness to blame customer-owned equipment failures on newly purchased equipment when simply reviewing their support boards should provide them with enough information to begin to process of owning the problem and solving it.

I agree, and am having the same issues with my modem.  It is basically a brand new modem, about 4 months old.  They need to sort out why their software version is not behaving properly and stop pushing it back to back to back when it fails causing multiple service disruptions in a row.  Also, schedule a time or set a time to update, don't do it randomly so the end user cannot plan around the service interuptions.

Hello, @pembroke-ma and thread. We definitely want our service to work great. We do not mind if you purchase your own device and have thousands of customers that use their own equipment without issues. Let's continue to work together to get to the bottom of why this is happening. Have you already changed out to the S33 modem or did you hold off on that? What other troubleshooting steps have you tried to resolve this? 

Hi, @user_cdbd17. Thank you for letting us know that you are also experiencing an issue with your modem causing intermittent service. Have you checked the signal levels to the modem to see if that is showing the issue or gone through our troubleshooting process? We are glad to help and want to ensure this issue is moving forward to a resolution.

@XfinityRay​ I purchased the S33 and installed it yesterday; so far, 17h of uptime, no resets, no breaks or interruptions, and there was no need for Xfinity to service the cable in the area or the lines to my home.

So the conclusion is clear, Xfinity is breaking Motorola modems and should proactively contact every customer with this modem - you can see their equipment provisioning in your logs -  and you, Xfinity, be solving the poor service created by the breakdown in Motorola equipment.

Sitting back and claiming it's someone else's problem is not a solution but is the current experience Xfinity provides.

@petmitsu​ Let us know how the Arris SB8200 works for you - somewhat concerned this is bigger issue than the modem, but ridiculous that we have to deal with these problems and sort out ourselves.

The Arris SB8200 has been working flawlessly ever since I got it. It's been almost a month and no problems.

Hi, @

@sigs​ 

You're not going to see a penny from Moto; I was told by one of their reps that their warranty policy doesn't work that way:

"Motorola does not offer refunds, substitutions, or credits under warranty."

I have a replacement modem on the way, but if the new one malfunctions in the same way, I'll RMA that one too.  And I'll keep RMA'ing the replacement of the replacement until I get a stable connection again. Maybe the cost repeated RMAs will help them see the importance of a single refund. 

Awesome! Please let us know how things go, if you need anything else please don't hesitate to reach back out here. 

Not awesome................................

@denn73​ Motorola confirmed my 8611 replacement had not been shipped.  They advised "limited" warranty and were willing to send me a replacement (obviously they are not quick about that) and said they will not reimburse me for my purchase.  I told them to keep it.  My Arris S33 arrived 45 minutes ago.  It was a snap to set up with Xfinity using the app.   It has been on 20 minutes and seems pretty cool to the touch.  Hopefully mine remains durable and connected.  Tomorrow morning I have a very important zoom call.

@sigs​ You made the right choice by telling them to not process your replacement. By that I mean, I found out tonight that the replacement modems they send are not guaranteed to be new, and sealed in retail packaging. I would like to buy a different modem but I refuse to accept the financial loss because of two companies incompetency for developing flawed firmware.

"The replacement device is not guaranteed to be a new device. The warranty is a limited warranty, we may use functionally equivalent reconditioned, refurbished, or new Products. "

"However, you will know if a unit is new if the serial number of the replacement unit does not have an R it is serial number."

That's some more information that I wish I had before I started the replacement process. I just want this to be over so I can permanently put Motorola in my rear view mirror.

Thanks for reaching out @motok.rc! Have you had any more disconnects since this post?

@user_8936c5​ interesting that Motorola is noting this is something caused by Xfinity pushing out the update while @XfinityChe implied in a prior post that this was not caused by Xfinity.  Typical finger pointing with no solution while customer suffers.