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27 Messages

Monday, August 30th, 2021 8:31 PM

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Motorola mb8611 keeps dropping

I saw a thread about the Motorola mb8611 dropping a signal. I recently purchased this modem and I'm having the same issue. I called it in and the system did a reboot (which I've done multiple times)but it's still an issue. The system also mentioned that there were errors on the modem. My wife and I work from home so this is a big deal. 

I have the 1.2 gig package

Expert

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110.2K Messages

4 years ago

What do the modem's signal stats look like ? Try getting them here; http://192.168.100.1  


Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

Is there a router / WiFi in the mix here ? 

Contributor

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27 Messages

4 years ago

Let me know if this is what you're asking for

Contributor

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27 Messages

4 years ago

I have the Google Home Wifi router

Expert

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110.2K Messages

4 years ago

Hmmm....There aren't any up or downstream channels locked in.... Was this when the modem had a connection to the Comcast system (all lights lit steadily) ?

Contributor

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27 Messages

@EG Yes, I just logged in to get you these screenshots

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27 Messages

4 years ago

This is something else that I found. The modem has rebooted about 4 times in the last couple hours

Contributor

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27 Messages

This is another page that I found

 

Expert

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110.2K Messages

@user_9e8180

Very good ! The SNR's are too low / out of spec.  Are there any upstream channels being shown on that page (or anywhere else) ? If so, please them as well.

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Contributor

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27 Messages

Is this what you're looking for?

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27 Messages

What can I do about the SNR numbers?

Expert

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110.2K Messages

4 years ago

Nope. I needs to see the power levels of the 5 upstream channels

Contributor

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27 Messages

@EG

Ok here you go. I hope this is helpful

 

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27 Messages

What can I do about the SNR numbers

Expert

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110.2K Messages

4 years ago

In an effort to try to obtain better connection quality, check to see if there are there 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 5-1000 MHz, bi-directional, and no gold colored garbage from Radio Shack, Home Depot, Target, 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, 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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27 Messages

@EG Thanks. This is a new install by Comcast about 2 weeks ago. The cable was buried last Thursday soI'm not sure if that was an issue 

Expert

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110.2K Messages

With SNR's that low it indicates the spurious noise is leaking into the line(s) somewhere. You may want to get a tech out to investigate. They have the equipment to be able to track down the source. 

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.


Good luck !

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27 Messages

Thanks for your help

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110.2K Messages

My pleasure ! 😊

........................

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Looks like @EG was incredibly helpful (though I'm not shocked--our Experts are all super knowledgeable) but I just wanted to pop in and follow-up that if you needed any of us to schedule an appointment for you, we'd be happy to do so. =] Just give me a shout.

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