MB8611 Flaky Signal

Please redact all of the CM MAC and the CMTS MAC addresses in your error log entries for your privacy. They are considered to be personal information. The posting of personally identifiable information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publically. It flagged your post as "Private".

Motorola will not update the configuration of your modem.  That is the responsibility of the ISP, xfinity in this case.  You should verify that your router is running the current firmware.  You should schedule a visit by a technician.  Be aware that if the problem exists between the node and your home, you will not be charged for the visit.  If the problem exists inside your home, even something as simple as an incompatible splitter or a loose connection inside your home, and you will pay the standard fee for your location.  For future reference, when you speak to an associate at xfinity, they really cannot 'see' a lot more detail about your network from their location.  They will tell you they can, as doing so expedites getting you off the line so they can take another call.  Even if they tell you 'everything is fine', don't believe them.  Insist on a technician visit.  Also be aware that is a problem exists with the feed  outside your home, it is the technicians' responsibility to escalate the issue to the proper department in order to get it fixed.  Make sure you keep track of when the tech visits, his/her name, and what was discussed with you during their visit.  Gather as much information as you can.    Good luck!

Just for fun, I picked up an Arris S33 modem, which is DOCSIS 3.1 compatible and activated it on my line. It had the exact same problem as my supposedly faulty MB8611. Though it's not on the list of "approved" modems, so maybe it's not a valid test.

I also ran some packet loss tests on https://devicetests.com/packet-loss-test , which I'm attaching the results here. It's not that my connection isn't fast (relative to what I'm paying for), it's that it's inconsistent, with pages failing to load, only loading contents partially, requiring multiple refreshes, etc.

If there is nothing more that can be done to improve the connection quality, then you'll need a tech visit as stated. 

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.

Good luck !

Hi @mrchrisf [Edited username to remove PII],

Please accept my most sincere apology for the experience that you have encountered. I appreciate you bringing up your issue within our community forums and working with our Community and Expert. We would like to take a deeper dive in to the account and see what options we have for scheduling a service technician. 

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 "Peer to peer" ("Private") message:

Click "Sign In" if necessary

• Click the "Peer to peer chat" icon

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

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

Update: tech came out yesterday and confirmed that downstream power was out of spec. He ran a new line from the pole to my house and everything is working now!

If you're reading this and xfinity is blaming your modem, check the stats on 192.168.100.1 and post them here. Thanks to everyone who helped me figure this out, I really appreciate it!

@mrchrisf [Edited username to remove PII] 

Good to hear ! For curiosity. Would you mind posting back with what the signal stats look like now ?

You should be golden now ! Thanks for posting back !!

@mrchrisf 

Awww shucks ! 😊 It's why I lurk ! Good luck !