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Motorola MB8611 modem frequently loses connection to Xfinity/reboots
I have a Motorola MB8611 cable modem that I purchased from Best Buy in June 2022 to use with Xfinity's gigabit cable internet service. I've been encountering a problem where the modem seems to drop its connection to the WAN/Xfinity and reboots, causing my home network to lose Internet connectivity for 5-10 minutes. This problem occurs multiple times a day, sometimes as often as three or four times an hour.
I factory reset my modem in case it was an issue with buggy firmware or something, but that didn't seem to work.
I've looked around the forums and have seen that multiple other users have had similar issues with this model of modem, but I'm not sure if it's a problem on my end, with Xfinity's config for the modem, or with the network infrastructure in my house or neighborhood.
If anyone has any troubleshooting ideas or can escalate this to Xfinity's technical support staff, I'd really appreciate it - this issue has been driving my family nuts.
I was able to collect the following info from my modem:
Device Information:
| Cable Specification Version | DOCSIS 3.1 |
| Hardware Version | V1.0 |
| Software Version | 8611-19.2.18 |
| Cable Modem MAC Address | [redacted] |
| Cable Modem Serial Number | 2621-MB8611-30-3113 |
| CM Certificate | Installed |
| Prod_19.2_d31 |
Connection information:
Event Log:
| Time Not Established | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1; |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1; |
| Time Not Established | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[redacted];CMTS-MAC=[redacted]0;CM-QOS=1.1;CM-VER=3.1; |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1; |
| Time Not Established | Notice (6) | Honoring MDD; IP provisioning mode = IPv6 |
| 22:49:52 Mon Sep 19 2022 |
Notice (6) | DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1; |
| 22:50:08 Mon Sep 19 2022 |
Notice (6) | CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1; |
No Responses!