MB8611 Problems

I have been having frequent disconnects with my MB8611. I have tried everything I can to get this thing to work on Xfinity. It disconnects anywhere from two to ten times a day. Had this at a previous house and removed everything between me and feed from the utility pole, no success. I assumed it was the old feed coming down a long dead end road. I have recently moved to a brand new home with a new service with nothing between the MB8611 and the feed coming from the Xfinity box and the problem persists. I got my hands on an old SB6121 and hooked it up for the past 24+ hours I have had no disconnects which doesn't happen with the MB8611. I would say that this is something definitively wrong with the MB8611. I have read that others have had similar issues with the MB8611. Anyone got advice besides scrap the MB8611?

Responses

user_33180b

Visitor

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2 Messages

2 years ago

My MB8611 worked great for a month then started disconnecting up to 20 times a day. I can't deal with the mayhem it is causing me with remote work. I wanted to get the full benefit of 1.2Gb speed but I'm considering chucking it for a new modem. I'm past the return date on this and, on top of the money spent moving to a new place, I'm not thrilled that Comcast recommended this expensive brick. Any recommends from someone who has a solid connection for more than a month?

petmitsu

Contributor

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64 Messages

@user_33180b for 1.2GB, I would go with the Arris S33. I have the 800 Mbps plan. I returned my MB8611 and got the Arris SB8200 and it's been flawless.

(edited)

2 years ago

user_33180b

Visitor

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2 Messages

I'm heading to best buy this morning. It hurts but I will try to get Motorola to refund. Thank you for the recommend!

2 years ago

petmitsu

Contributor

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64 Messages

No problem! Hopefully the Arris works out for you. Motorola absolutely knows about the issue based on all the posts I've read. They really should give a refund but worse case, you can maybe sell it on ebay for when Comcast and Motorola finally figures this out.

2 years ago

denn73

Visitor

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16 Messages

@petmitsu @user_33180b

Yes, Moto is aware of the problem, and yes, a refund should be an option, but according to the Moto Support rep that I was talking to, their Advanced Replacement Process is as follows:

"Motorola will ship a replacement device to you first, and you will have 30 days to return your defective device to Motorola. If we do not receive your defective product within 30 days, you will be ineligible to receive further technical support."

"Motorola will cover the cost of shipping the replacement unit to you via FedEx Ground, you are responsible for the cost and shipment of the defective unit to Motorola, as well as supplying the tracking information for the return."

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

Because of the MB8611's instability and Moto's warranty policy, never again will I buy a Motorola branded product.

2 years ago

user_9640d7

Visitor

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1 Message

The issue is not with Motorola MB8611 hardware or firmware-the OEM firmware runs just fine: the reboot issue appears once Xfinity pushes THEIR firmware update to your modem. If you login to the modem and reset to factory default it runs fine again, until Xfinity’s polling process notices that your device doesn’t have THEIR latest firmware aboard and pushes the update, then the reboots start happening again.

The frequency of the reboots seems to vary with usage- the more data you are pulling the more frequently the 8611 reboots. This acts a LOT like firmware/software updates that introduce a memory leak—when the device runs out of memory it reboots, as that is the response coded in. I saw these sorts of issues time and again during my career as a data center manager. The problem won’t be fixed unless/until Xfinity fixes their borked firmware update. And, they’d rather devote resources toward getting the user hooked into a leased modem.

I’m returning my 8611 to Amazon and replacing it with an Arris S33.

2 years ago

Jlavaseur

Problem Solver

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948 Messages

2 years ago

My mb8611 is still performing flawlessly….

petmitsu

Contributor

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64 Messages

@Jlavaseur that's because you're only getting 4 channels. Do a speed test. What do you get?

2 years ago

confuzzeled

Contributor

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50 Messages

that guy still sounds like a broken record

(edited)

2 years ago

user_8936c5

Visitor

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14 Messages

@Jlavaseur post ur connection time

2 years ago

jasongil

Visitor

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15 Messages

Mine's working great as well - 23 days uptime.

2 years ago

Jlavaseur

Problem Solver

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948 Messages

2 years ago

not to shabby for only 4 upstream channels….

user_210e12

Visitor

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13 Messages

@Jlavaseur Hi, don't remember if you mentioned what your modem firmware version is? I'm another MB8611 user with periodic drops. My older NetGear modem was solid.

(edited)

2 years ago

Jlavaseur

Problem Solver

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948 Messages

2 years ago

@user_210e12 It’s 21.3.7

user_210e12

Visitor

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13 Messages

@Jlavaseur That's the same as mine and what everyone (or most) seem to be having a problem with. I'm not sure a new MB8611 would help.

2 years ago

Rlwhited

New Poster

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6 Messages

I was having the same issue with my mb8611. I found doing an auto-reboot each night 3am fixed the problem until the first of January. We would stream TV for about a hour and then the dropping would occur. After a couple of days The modem was dropping the internet every 5 minutes. Even rebooting the modem did not fix the issue. I then realized the problem always started when we streamed via one Apple TV. I did a factory reset and after two weeks - no problems.

how is that possible?

2 years ago

CCTravis

Problem Solver

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546 Messages

Hey there, @Rlwhited Thank you for posting to this thread. Our Xfinity Support team is here and happy to assist. Do you need assistance?

I no longer work for Comcast.

2 years ago

f2bme

Contributor

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19 Messages

2 years ago

I'm not sure it is only the Motorola MB8611. I have the Motorola MT8733 and I'm experiencing similar issues. At least once a day the modem goes through the reboot process. It always seems to be around 5PM EST. I started a separate post for the MT8733, but it has gone largely ignored.

user_e5710f

Visitor

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1 Message

2 years ago

I'm having the same issue with repeated T3 timeouts. I've had technicians out to the house twice and comcast has said its not an issue with the connection. When I went through Motorola's support they said the issue was the PWR was out of spec (it was 10-11 and needed to be between -7 and 7). The last time comcast was out they brought the PWR into specs but the issue kept happening. I asked motorola to send out at new MB8611 which they did. I put it into service today and the timeouts keep happening. As so many have noted, it is incredibly frustrating that the modem is listed as one that Comcast supports but they clearly have an issue with supporting the modem and it appears no options to address what appears to be a problem many people are having. When I've called Comcast for support they don't acknowledge they have an issue supporting this modem.

user_092hed

Visitor

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1 Message

2 years ago

[Edited: "Solicitation"] We have lots of people experiencing the same issue and those responsible are not resolving the issue.

(edited)

user_c29b58

Visitor

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1 Message

2 years ago

I have owned an MB8611 Modem connected to the Comcast network since 2021. In the past few months, I have experienced periodic disconnects until this past week it has started rebooting several times a day. Sample of the logs are attached and show the same pattern I've seen on multiple threads in these forums.

Nothing has changed about my setup since the modem was installed. There are NO splitters in my system. The wire comes direct from the pole to the modem, with a single splice installed by Comcast.

I work from home and cannot tolerate the interruptions. I'm fortunate to have an alternate provider with fiber available in my area, perhaps the avenue to pursue if this is not resolved by Comcast.

[Image Removed: "Personal Information"]

(edited)

CCJay

Official Employee

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618 Messages

Let's take a look at your signal levels together, @user_c29b58.

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2 years ago

user_8936c5

Visitor

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14 Messages

2 years ago

Worked perfect for over 1 month.... Now Comcast started pushing the firmware update again and drops 5 times a day.

user_8936c5

Visitor

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14 Messages

@user_8936c5 I also believe they use up data when they do this. I was charged $60 for over data when they was pushing the update back in January/February

2 years ago

IamMark

Visitor

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5 Messages

@user_8936c5 I'm noticing the exact same thing. Mine started working fine after they downgraded my modem to an older version 1.5 months ago. Now they updated the firmware (8611-21.3.7) and my modem is once again rebooting a couple of times a day. I work from home, so this is a huge problem for me.

2 years ago

Wolverin

Regular Visitor

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7 Messages

2 years ago

I have used the XB8 for over 6 months and in the last month have had disconnects multiple times a day.

Just installed the MB8611 and was good for a few hours, then 2 drops for a few seconds each.

Today, 2 drops, 6 seconds and then over 8 minutes, recovering on it's own.

No reboots just disconnects as with the XB8's.

My cable comes from a utility pole into my office and directly to the modem, no splitters.

Both modems exhibit the same issue..

I'm ordering an Arris today just to see if it works as others have said it is.

EG

Expert

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110.1K Messages

2 years ago

@Wolverin

Please create a new topic of your own here on this board detailing your issue. Thanks. For future reference, it is better to submit your own post as it creates a ticket to get help, and posting on an old thread can delay getting help.

Wolverin

Regular Visitor

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7 Messages

@EG

Curious, is this post no longer active?

I was merely pointing out that the problem is not just related to the MB8611.

I tested with my MB8600, XB8, MB8611 and now an Arris s33.

All do the same thing.

Thought that might be helpful to those that may not have found a solution.

2 years ago

Your Home Network

steelesh8114

MB8611 Problems

user_33180b

petmitsu

user_33180b

petmitsu

denn73

user_9640d7

Jlavaseur

petmitsu

confuzzeled

user_8936c5

jasongil

Jlavaseur

user_210e12

Jlavaseur

user_210e12

Rlwhited

CCTravis

f2bme

user_e5710f

user_092hed

user_c29b58

CCJay

user_8936c5

user_8936c5

IamMark

Wolverin

EG

Wolverin

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