MB8611 modem disconnects dozens of times a day. Xfinity recommended I replace it. I did, the problem isn't fixed.

Hello,

Here is a timeline of events for this issue:

August 2023: Xfinity service starts at my apartment with an MB8611 modem (which was approved as a third-party modem on Xfinity's list). It runs flawlessly for a year until the week of 8/25/2024.

8/25/2024: My speeds drop to single digits

8/31/2024: A tech comes to my apartment building, changes some wiring, and my speeds are back to normal

9/7/2024: My modem disconnects twice. The power light always remains on, but the downstream, upstream, and connection lights go out for 1 minute, then reconnect.

9/12/2024: By now, the modem disconnects at least 10 times a day. I called Xfinity. They say that the connection is flawless and that it must be a defective modem. I request a tech anyway.

9/14/2024: A tech stands up my appointment

9/15/2024: A tech comes to my apartment. After investigating the wiring, he tells me that it must be a defective modem. I get to researching. I discover that this is a well documented issue with the MB8611 and Xfinity. You can find examples of issues here: 

https://forums.xfinity.com/conversations/your-home-network/motorola-mb8611-modem-frequently-loses-connection-to-xfinityreboots-yeah-same-here/63d47bbc8055430082f5d784

https://forums.xfinity.com/conversations/your-home-network/frequent-mb8611-disconnects/643205650edf624dbe0a5eb9

https://forums.xfinity.com/conversations/your-home-network/motorola-mb8611-dropping-connection-randomly/62b4bc25c1d78836ea3d21fa

https://forums.xfinity.com/conversations/your-home-network/mb8611-problems/63bb4b0a86efae732c858f2f

There are numerous other examples of this issue on the Xfinity forum and elsewhere online. I can provide more if you wish. Most of these threads result in the Xfinity employees recommending a new modem be installed.

9/30/2024: I install a brand new, not refurbished, MB8611. Immediately the disconnections continue. It is just as bad as it was with the old modem.

Now that all of the information is out there, let me break down why I'm here. I have talked to several different Xfinity agents, and have jumped through so many hoops, run so many diagnostics, and sent so many modem connection records, but no one has been able to help me.

I work from home, and these minor disconnects are actually major issues and cannot continue. 

As I purchased the MB8611 because it was on the list of home use third-party modems from Xfinity, I refuse to spend my own money on a new modem.

I need my issue to be resolved by 10/31/2024 or I will be ceasing Xfinity service, and getting Verizon FiOS which is readily available in my apartment. However this can be resolved, it needs to happen.

I am willing to cooperate with more diagnostics if need be, although it has led to nothing or substance in the past. I will not be rude or short with any customer service agents or tech agents, but I simply must be firm that I have a true deadline here, as this is impacting my work significantly. If this ticket is closed without a solution, I will instantly transfer to Verizon.

I look forward to hearing from some helpful folks who will truly believe my issues and try to help me. Thank you.

Update: As of 10.24.24, I have not been granted a solution. See my comment reply to Moseroth for full details.

Update 2: After Xfinity told me they could no longer help resolve the issue, I turned my attention to Motorola. As my device was still under warranty, I sent them this post and explained the situation and they sent me a Motorola B12 as a replacement. The B12 is approved for Xfinity use and has been working quite well for about a week now. While I am unsatisfied that this firmware issue still exists and will continue to haunt MB8611 owners for the foreseeable future, at least my specific case has been resolved. So final verdict, I still think that Xfinity and Motorola need to contact each other to sort out this firmware issue, but if you are experiencing the results of this error and are still under warranty, consider contacting Motorola support for a different model. (Even if you aren't under warranty it's probably still possible, worth a shot!) Good luck out there.

Mods, you can close this thread, thanks for the help.