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user_0cn7oh
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4 Messages

Monday, January 22nd, 2024 1:33 AM

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MG8702 Downstream Channel Error

My MG8702 downstream light alternates between flashing blue and staying solid. This has been an issue for a while now. Motorola manual says it is attempting to channel bond. I have noticed when it is flashing, downstream channel 15 is "not locked." The internet also goes in and out every so often. Below is the signal levels. Any help is appreciated.

 Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 20 567.0 7.1 39.9 70 0
   2 Locked QAM256 1 447.0 8.1 43.4 3685 388
   3 Locked QAM256 2 453.0 7.7 43.1 3608 532
   4 Locked QAM256 3 459.0 7.5 43.0 163 0
   5 Locked QAM256 4 465.0 8.2 43.3 330 0
   6 Locked QAM256 5 471.0 8.5 43.4 152 0
   7 Locked QAM256 6 477.0 8.5 43.4 186 0
   8 Locked QAM256 7 483.0 8.6 43.5 176 0
   9 Locked QAM256 8 489.0 8.7 43.0 122 0
   10 Locked QAM256 9 495.0 8.7 43.4 92 0
   11 Locked QAM256 10 501.0 8.5 43.5 438 12
   12 Locked QAM256 11 507.0 8.5 43.4 2668 253
   13 Locked QAM256 12 513.0 8.5 43.4 97 0
   14 Locked QAM256 13 519.0 8.5 43.1 153 0
   15 Not Locked Unknown 14 525.0 8.2 0.0 13611568 1226
   16 Locked QAM256 15 531.0 7.5 31.9 27227767 1226
   17 Locked QAM256 16 537.0 6.9 42.5 175 0
   18 Locked QAM256 17 543.0 7.2 42.6 174 0
   19 Locked QAM256 18 549.0 7.9 42.7 127 0
   20 Locked QAM256 19 561.0 7.7 42.3 84 0
   21 Locked QAM256 21 573.0 6.9 41.0 67 0
   22 Locked QAM256 22 579.0 7.5 42.4 57 0
   23 Locked QAM256 23 585.0 8.2 42.7 41 0
   24 Locked QAM256 24 591.0 8.5 42.7 45 0
   25 Locked QAM256 25 597.0 8.0 42.7 48 0
   26 Locked QAM256 26 603.0 7.3 42.5 66 0
   27 Locked QAM256 27 609.0 7.3 42.6 44 0
   28 Locked QAM256 28 615.0 7.7 42.9 28 0
   29 Locked QAM256 29 621.0 8.3 43.0 23 0
   30 Locked QAM256 30 627.0 8.3 43.0 26 0
   31 Locked QAM256 31 633.0 8.4 42.8 39 0
   32 Locked QAM256 32 639.0 8.3 42.9 58 0
   33 Locked OFDM PLC 193 957.0 0.5 38.7 639227510 0


   Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Locked SC-QAM 17 5120 16.4 42.0
   2 Locked SC-QAM 18 5120 22.8 42.5
   3 Locked SC-QAM 19 5120 29.2 43.0
   4 Locked SC-QAM 20 5120 35.6 44.0

Question

 • 

Updated 

1 year ago

104

1

0

Accepted Solution

XfinityBenny

Official Employee

 • 

790 Messages

1 year ago

@user_0cn7oh Thanks for the detailed post. This would be coming from the service, or the quality of the signal in the home. If you check the Xfinity App and it says there are no official interruptions, it's time to troubleshoot what we can rule out. Are all the cables in good shape in and out of the home? Are there any splitters in that you can rule out, or bypass, and then test to see if it continues? We can assist and ensure you receive a stable connection. 

5

0

user_0cn7oh

4 Messages

All cables are in good shape. Splitters were removed 6 years ago, so there is a direct connection from outside to the modem. I had an Xfinity tech come out somewhat recently and he checked the cable, said it was perfect. Xfinity app does say "it looks like there's an issue impacting your services." When I clicked continue troubleshooting, it said, "Our system detected an issue with your internet performance that requires a technician to resolve." When I checked the app, my downstream light was flashing blue. When it's solid again, I'll check to see if that changes the response of the app. Thanks for your help so far.

1 year ago

0

user_0cn7oh

4 Messages

Update- Same response from app when downstream is solid.

1 year ago

0

XfinityOrlandoM

Official Employee

 • 

2K Messages

@user_0cn7oh

 

If you are still getting the message while trouble shooting of "Our system detected an issue with your internet performance that requires a technician to resolve”  via the app you'll have the option to schedule an appointment with one of our technicians.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

user_0cn7oh

4 Messages

So do you know of any other reason why this issue would occur? Assuming all cable is in good shape. What would the tech do?

1 year ago

0

XfinityJamesC

Official Employee

 • 

2.1K Messages

@user_0cn7oh A message like that usually indicates there is a signal issue being detected and reported by your modem. A technician can check the signals and see if there is an issue with the power levels coming from the node, or a new source of interference that wasn't present during the previous visit. If it was something that could be corrected remotely by reprovisioning or power-cycling your modem, it would have guided you in that direction, but if a technician was recommended, then it is probably something that needs to be corrected locally or manually.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

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