Motorola MB8611 modem frequently loses connection to Xfinity/reboots

Anybody know how to get some help from an actual person about this problem?  Lots of Motorola users having problems - Seems like there's quite a few posts with this problem in the Internet forum, but not a whole lot of response.  

Im experiencing lots of random disconnects with my mb8611 modem too. Today its disconnected 7 times so far (red lines). I just expienced a disconnect a few minutes ago and when I logged back into the modem's web page, I now see that there is a Spectrum Analyzer area that was never there before. I know Comcast is the one that pushes new firmware to the modem, maybe this is why it has been disconnect so much lately?

My software version is

EDIT: Spectrum Analyzer area is now no longer there? Weird. 

Samesies over here. Endless rabbit holes to go down and when it is solved in a thread here it's gone "offline" to PM's between Xfinity and the customer with no resolution to the community ever given. If you're reading this I'm guessing you've seen a lot of then too.

I'm not trying to flex, but I have a degree in Computer Science/Electrical Engineering, I poured through hundreds of pages of documentation and tests and results and solves - and the bottom line is that I still don't have an answer. My connection numbers are all in line with both Xfinity's specs and Motorola's specs. New issue since I went to the MB8611 - flops out a solid 20 times a day. Exact log string as everyone else. I guess I'll replace my own cable from the side of the house to my modem (nothing else in between or after) and then have to schedule a tech to replace it to the curb. Frustrating. If there was another provider available where I live, I would switch. Why am I not surprised by any of this? 

The best part? I also have Xfinity mobile (not complaining, wicked deal) - and I'm being charged for data overages on my mobile account when I have to hotspot to be online to work. So xfinity broadband dies, I use xfinity mobile data because I have to earn, and then I get charged extra for the privilege of having redundancy from the SAME COMPANY. I get it, they use Verizon and have to pay. Whatever. 

Yep I dont recall my dropouts being this consistent with my old Arris modem. However it did seem to get worse after we moved into our new house last year. I asked about my issue on the r/comcast subreddit and a commenter responded that they experience the same issues with this modem and swapping over to the XB8 modem from Comcast fixed their issue (surprise surprise).

Comcast came out a few months ago and replaced the coax line from the pole to the house (landscapers cut the old line) so I have new coax to the demar box. From there I have one rg6 coax line ran into my basement and right into the modem. No splitters or any other coax in the mix. 

I will be calling Comcast this week and see what they say. I really dont want to buy another $200 modem (Arris S33) and hope that the problem goes away. I would maybe consider the Comcast modem if they ever roll out the 100mbps upload speeds around me.

@therearealotofus  I have Xfinity mobile, if you use a Xfinity hotspot, the data should free, it’s how you have it setup, plus at home if you use a computer, I have connected to 3 or 4 Xfinity hotspots simultaneously for some nice redundancy, I can pull the plug on my gateway and not miss a beat, lower speeds tho…

I am a little confused about whether you actually can connect to hotspots or not, my point was if you can connect to more then one hotspot simultaneously, they would be on different gateways, I would imagine them not going down at the same time, maybe some redundancy..

@therearealotofus  So this my thinking, I am assuming possibly you have xfinity mobile? So if you want to use your phone as a hotspot, I would connect via Wi-Fi, again assuming you have a router connected to your mb8611, use that as a source instead of your mobile data, if your phone is setup correctly, when your mb8611 drops it should automatically connect to the hotspot, again using no mobile data, there should be a secure Xfinity hotspot along with the open one, if those fail you mobile data should kick in, maybe I don’t understand, here is a fact about the hotspots, my phone is setup so when I am driving about etc it will automatically connect to a available hotspot in range, so I was looking and the hotspots all had the exact same ip address, likewise with the routers ip address, I checked within a 5 mile radius from house, it kind of reminded of my IRC days when we would use a round robin type dns, sometimes from a home computer using a dialup 56k modem, anyway I have to go into my house, since you expertly knew about the adapters, i will add more in a bit

I've had the the mb8611 modem for 1 year now. Everyday it disconnects 3 to 9 times for 2 to 4 minutes at a time.  I've had xfinity technicians come 4+ times and they have no idea how to fix it.  Pretty awkward as the technician that came out yesterday was here a few months back.  No improvement whatsoever.  The only idea they give is to try renting the xfinity modem.  It seems to me that xfinity is slowing the motorola modems in order to force customers to buy more equipment from them, which is ridiculous considering the mb8611 modem is on their list of approved modems. 

I've switched to WOW over the past weekend (no more data caps!) and my mb8611 is doing the same thing as it did when connected to Xfinity. There is 100% and issue with this modem and it's not totally Xfinity's fault.

Im switching over to WOW's free rental gateway so hopefully I'll never have to mess with this pos modem again.

Same issue here, I had someone come out but they were very adamant about me taking it up with motorola, when they told me its an issue with xfinity firmware.

I'm having the exact same issue. Started about a month ago. Connection would drop multiple times a day and my MB8611 modem reboots. I do think Xfinity is doing something this modem doesn't like. I've contacted Motorola support, but they haven't been able to help. I'm going to mention this forum post.

I have the same exact issue and I think I know where the issue is but have no way to verify it yet.  I had this modem since Oct 2022 without any problems.  Recently Comcast decided I needed faster speeds to my address.  After they upgraded the cables on the poles and who knows what else, I am getting drops many times a day.  Seems to always coincide with the DS profile Assignment.

I swapped with my old Arris Modem that Comcast said was the problem with slowness.  Wow, no more drops.  Now the Arris modem is only Dociss 3.0 and not 3.1.  I suspect that the file Comcast is downloading to my Motorola cable modem is either bad or misconfigured.  Motorola can't help because Comcast wants you to rent their modem and refuses to work with Motorola (my theory after working in tech for many years).  

I don't know what a DS profile assignment is, but maybe it is Comcast pushing a config file down over and over and that update requires a reboot of the modem each time.  Maybe the two companies can get together and fix this instead of the poor customer service that Comcast is known for.  The techs that were sent out were really good and very helpful.  I am looking at engineering and management that don't want to get involved and can't be contacted by customers.

The next thing I will try is going back to the Motorola and see if reregistering it updates the file correctly and the problem goes away.

I started my own thread for my long and particular experience before getting to the second page of posts (somehow missed that).

‎Motorola MB8611 modem frequently loses connection to Xfinity/reboots (yeah same here) | Xfinity Community Forum

So Motorola is sending me a replacement despite the indication of line troubles (per Motorola rep).

If Xfinity is pushing bad firmware, then maybe the replacement works for a time until Xfinity pushes faulty firmware again.?

The cost of renting modem just doesn't add up for me. Had a nice long relatively problem free history Xfinity using personal equipment until deciding upgrade my speed.

Hi,

So like nearly everyone with the MB8611 modem and the 21.3.7 firmware, I've been having reboots also. Usually at least once to multiple times per day.

I know the usual advice is don't connect a cable modem line to a powered or amplified splitter but I decided to give that a try. Since I did that, I haven't gone down once and it's been over 5 days. My upstream power dropped from the 49-50 range down to 45-46 in the process.

I'm not saying this is the fix for everyone. My guess is the firmware changed something that made the modem more sensitive to variances in the signal coming through.

The amplifier I'm using is this guy: https://a.co/d/2CcYCFO

Connected to one of the amplified ports, not the passive one.

In any event, hopefully this will get fixed properly.

Thanks

I finally figured it out. Just go buy an S 33. If you’re this deep in the thread of this crazy problem, you have already learned as I have, way too much about things that really don’t matter. and probably [Edit: Language] your children your dog, your partner or pretty much anyone else you talk to you.

All of us already own a piece of equipment that feels like it cost a lot, and it’s a buy and forget for 2 years situation we’re looking for. 

Write it off. If buying a new S 33 is going to financially impact your life straight up get the X one router or whatever it is that Xfinity a charge us  nine bucks a month for for the rest of our life. Or just go buy an s33.

Since I installed it, I have not had a single outage. I didn’t do any extensive cabling work because that’s crazy. I look at the S 33’s logs, and the connection time out that T3 still shows up from time to time. However, it is infrequent, and it does not force the modem to reboot. You don’t even notice it.

 Just do it and your life is gonna be so much easier because the alternative going down the rabbit hole further ends up with the cable dude tearing up your neighbor’s landscaping or sidewalk (if you don’t like you’re neighbor I guess that’s not a con) to not fix your problem.

Good luck to all of you. I hopefully will never have to think about multi channel relative power again.  Vaya con díos all. 

jc