Motorola MB8611 connection/speed issues

I've been having connection issues with this modem for months now but the techs on the phone tell me everything is normal. I pay for 1.2gbps internet but when I connect to my router I'm currently only getting 400mbps and when I connect directly to the modem I barely get 900 on a computer with a 2.5gb network card. I've had 1 tech come to the house and mess with the connections to the house but it only made things worse. I'm not sure if its the modem's fault or something on xfinity's end but I don't know what to do

Responses

EG

Expert

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111K Messages

2 years ago

FWIW. For a test. You could try renting one of their latest combo gateway devices for a month and see.

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U

user_362453

Visitor

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4 Messages

2 years ago

I tried being connected directly to the modem again and this time I barely get 300mbps and logging into the modem its giving me a whole bunch of errors in the connection tab

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U

user_362453

Visitor

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4 Messages

2 years ago

Channel	Lock Status	Modulation	Channel ID	Freq. (MHz)	Pwr (dBmV)	SNR (dB)	Corrected	Uncorrected
1	Locked	QAM256	4	405.0	2.7	42.2	0	0
2	Locked	QAM256	5	411.0	2.2	42.0	0	0
3	Locked	QAM256	6	417.0	2.0	42.0	0	0
4	Locked	QAM256	7	423.0	2.4	42.1	0	0
5	Locked	QAM256	8	429.0	2.7	42.2	0	0
6	Locked	QAM256	9	435.0	2.5	40.8	71	12
7	Locked	QAM256	10	441.0	2.8	42.1	0	0
8	Locked	QAM256	11	447.0	2.6	42.1	0	0
9	Locked	QAM256	12	453.0	2.6	40.7	0	0
10	Locked	QAM256	13	459.0	2.3	41.6	0	0
11	Locked	QAM256	14	465.0	2.0	42.0	0	0
12	Locked	QAM256	15	471.0	1.6	41.8	0	0
13	Locked	QAM256	16	477.0	0.6	41.7	0	0
14	Locked	QAM256	17	483.0	0.5	41.5	0	0
15	Locked	QAM256	18	489.0	0.8	41.6	0	0
16	Locked	QAM256	19	495.0	1.2	40.9	0	0
17	Locked	QAM256	20	507.0	1.2	41.8	0	0
18	Locked	QAM256	21	513.0	0.8	39.1	0	0
19	Locked	QAM256	22	519.0	0.7	39.8	0	0
20	Locked	QAM256	23	525.0	0.4	34.6	0	0
21	Locked	QAM256	24	531.0	0.1	29.5	1155	0
22	Locked	QAM256	25	537.0	0.3	26.4	56844316	6546937
23	Locked	QAM256	26	543.0	-0.2	0.0	32960691	11035316
24	Locked	QAM256	27	549.0	-0.4	34.3	0	0
25	Locked	QAM256	28	555.0	-0.6	40.8	0	0
26	Locked	QAM256	29	561.0	-0.3	40.9	0	0
27	Locked	QAM256	30	567.0	-0.5	40.8	0	0
28	Locked	QAM256	31	573.0	-0.3	40.8	0	0
29	Locked	QAM256	32	579.0	-0.6	40.7	0	0
30	Locked	QAM256	33	585.0	-0.8	40.6	0	0
31	Locked	QAM256	34	591.0	-1.0	40.5	0	0
32	Locked	OFDM PLC	48	688.0	-5.1	0.0	41635781	7999871

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XfinityAldrik

Official Employee

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2.2K Messages

Good evening @user_362453, thank you for reaching out to us on our community forums. I see our amazing Expert EG provided some really helpful tips. Have you checked if there are any unnecessary/excess coaxial splitters in the line leading to the modem?

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2 years ago

U

user_362453

Visitor

•

4 Messages

I checked in the attic and there's 1 extender I guess you could call it but no splitters. I checked to see if either cable was loose from it but they're very tight and won't budge with just my hands.

2 years ago

0

XfinityAldrik

Official Employee

•

2.2K Messages

Thank you for confirming that @user_362453! Could you please send our team a direct message with your full name and full address? I’d love to send some signals and troubleshoot your modem’s connection. To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.

See https://comca.st/3KQF8q9 for an example.

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

2 years ago

0

EG

Expert

•

111K Messages

2 years ago

The SNR's on the downstream channels 20 to 24 is too low / out of spec. And there are a large amount of uncorrected bit errors on 22 and 23. The OFDM channel (32) is borked as well. There is a line / signal / connection impairment somewhere. See if anything here applies;

In an effort to try to obtain better connectivity, check to see if there are any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage from Home Depot, Target, Wal-Mart, etc. Splitters should be swapped with known to be good / new ones to test.

Also check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, etc.

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.

Good luck with it !

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user_362453

Motorola MB8611 connection/speed issues

EG

user_362453

user_362453

XfinityAldrik

user_362453

XfinityAldrik

EG

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