mogulman's profile

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36 Messages

Tue, Jan 18, 2022 3:49 PM

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Motorola MB8611 rebooting

Just switched from a Netgear CM1000 because it isn't supported anymore.  Got a Motorola MB8611.   Seems to work fine but randomly reboots.  It has happened about once/day that I noticed.   When it does this, the event log gets cleared.    Seems like this is a common issue.   I never had this issue with the Netgear.   Ordered an Arris s33 to replace it, but wondering if Xfinity should investigate this modem.

There is nothing in the log when it reboots other than the initial sync/provisioning lines. 

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mogulman

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36 Messages

4 m ago

Arris S33 has been up for 4-5 days now without any reboots.  Nothing really interesting in the logs and good speeds.  I think the Motorola MB8611 either had some hardware or firmware issues.  I returned it.  Comcast/Xfinity may want to look into that modem.

EG

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93.8K Messages

@mogulman​ 

Good to hear ! Happy surfing ! Now closing your marked "Solved" topic.

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mogulman

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36 Messages

4 m ago

Here is my latest log, post reboot:

 Event Log  
  
    Time    Priority    Description 
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Notice (6)   Honoring MDD; IP provisioning mode = IPv6
    08:07:13
Tue Jan 18 2022
  Notice (6)   DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1.;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.1;
    08:07:40
Tue Jan 18 2022
  Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.1;

(edited)

mogulman

Contributor

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36 Messages

4 m ago

Also firmware right now is 8611-19.2.20

EG

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93.8K Messages

4 m ago

Please also post the modem's current signal stat values.

Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.

mogulman

Contributor

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36 Messages

4 m ago

 Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 28 717.0 3.8 45.0 0 0
   2 Locked QAM256 1 555.0 3.4 45.4 0 0
   3 Locked QAM256 2 561.0 3.5 45.4 0 0
   4 Locked QAM256 3 567.0 3.5 45.2 0 0
   5 Locked QAM256 4 573.0 3.4 45.2 0 0
   6 Locked QAM256 5 579.0 3.4 45.1 0 0
   7 Locked QAM256 6 585.0 3.5 45.0 0 0
   8 Locked QAM256 7 591.0 3.4 44.9 0 0
   9 Locked QAM256 8 597.0 3.3 45.0 0 0
   10 Locked QAM256 9 603.0 3.3 45.0 0 0
   11 Locked QAM256 10 609.0 3.2 44.9 0 0
   12 Locked QAM256 11 615.0 3.1 44.8 0 0
   13 Locked QAM256 12 621.0 3.2 44.8 0 0
   14 Locked QAM256 13 627.0 3.2 44.9 0 0
   15 Locked QAM256 14 633.0 3.1 44.8 0 0
   16 Locked QAM256 15 639.0 3.2 44.8 0 0
   17 Locked QAM256 16 645.0 3.3 44.8 0 0
   18 Locked QAM256 17 651.0 3.3 45.1 0 0
   19 Locked QAM256 18 657.0 3.3 44.9 0 0
   20 Locked QAM256 19 663.0 3.5 45.0 0 0
   21 Locked QAM256 20 669.0 3.4 45.1 0 0
   22 Locked QAM256 21 675.0 3.5 43.8 0 0
   23 Locked QAM256 22 681.0 3.5 45.0 0 0
   24 Locked QAM256 23 687.0 3.6 44.9 0 0
   25 Locked QAM256 24 693.0 3.6 45.0 0 0
   26 Locked QAM256 25 699.0 3.7 45.0 0 0
   27 Locked QAM256 26 705.0 3.7 44.9 0 0
   28 Locked QAM256 27 711.0 3.8 44.9 0 0
   29 Locked QAM256 29 723.0 3.9 45.0 0 0
   30 Locked QAM256 30 729.0 4.0 45.0 0 0
   31 Locked QAM256 31 735.0 4.2 45.2 0 0
   32 Locked QAM256 32 741.0 4.2 45.3 0 0
   33 Locked OFDM PLC 193 957.0 4.5 44.7 15212 0


   Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Locked SC-QAM 1 5120 38.8 38.5
   2 Locked SC-QAM 2 5120 32.4 38.0
   3 Locked SC-QAM 3 5120 26.0 37.8
   4 Locked SC-QAM 4 5120 19.6 37.8
mogulman

Contributor

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36 Messages

4 m ago

FYI.. in this area it's a new location for Comcast/Xfinity.  Service just became available last summer with brand new fiber and cable drops.  I had mine installed 8/2021 using the CM1000 and it has been pretty rock solid until I changed modems.  Arris S33 coming tomorrow.

mogulman

Contributor

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36 Messages

4 m ago

I noticed in some other posts, people said they saw their cable modem firmware changing.  I'm going to double check that, next time it reboots.  Tried rebooting manually.   Firmware seemed to stay the same.

(edited)

EG

Expert

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93.8K Messages

4 m ago

The current signal stat values are good. The error log entries are questionable. Since you have a different modem coming tomorrow, see if the problem continues or not with it. Please post back with how things go.

mogulman

Contributor

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36 Messages

@EG yeah.. the error log entries are just standard startup log entries prior to sync and then when it syncs and get's the profile.  Not really the real error or anything.   Wondering if it's bad lot of hardware that people are seeing or maybe a firmware issue.

EG

Expert

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93.8K Messages

Yes. We are seeing many similar posts here lately concerning that modem model. Not certain yet whether or not they all have the same / common cause, or exactly what that cause is..... There seems to possibly be a pattern developing however.

I am not a Comcast Employee.
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mogulman

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36 Messages

4 m ago

Noticed that the admin web page for the MB8611 wasn't responding starting at around 1:00pm MST yesterday (1/19) (when I first tried it).  Tried with multiple browsers on different PCs and android devices throughout the day.   I could still ping and tracert to the device.  Internet was still working.  It seemed like the web server on the MB8611 was down completely.   I tried to view with browser console and nothing was coming back from the web server when connecting to 192.168.100.1.

Tried rebooting my router also.  No luck.

Noticed the web page was working this morning, so logged in and looked at the logs.  Looked like it rebooted.  I'm wondering if it was partially crashing yesterday and then it completely dumped last night.  Arris S33 supposed to be coming today.

   Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=x;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Notice (6)   Honoring MDD; IP provisioning mode = IPv6
    04:03:33
Thu Jan 20 2022
  Notice (6)   DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1.;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.1;
    04:03:59
Thu Jan 20 2022
  Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.1;

(edited)

mogulman

Contributor

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36 Messages

4 m ago

Also.. in case anyone is wondering.  I was wondering why Arris has two different product lines.   Arris Modems and Motorola modems.  I guess it's not that simple.   Arris bought Motorola home networking a while ago, and rebranded all the Motorola Cable modems as Surfboard.    Arris' license of the Motorola name ran out.  Zoom picked it up and is using it now.  So Arris=old motorola.  Motorola=old zoom.  Not sure if that matters, but Arris<>Motorola anymore.

mogulman

Contributor

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36 Messages

@EG Pretty shady of Zoom to use it right away, although I'm assuming it really helped their business.   Motorola networking had a better reputation than Zoom.

Official Employee

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1K Messages

@mogulman We definitely want to make sure that you are able to resolve the concern with the new modem. I'm happy to follow up with you later today if you would like to send us a direct message to "Xfinity Support" with your full name and address. 

 

To send a direct message you may need to:
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Type your message in the text area near the bottom of the window
Press Enter to send it

 

I am an Official Xfinity Employee.
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mogulman

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36 Messages

@XfinityBillie  I don't think there is anything you can do at this point.   I'm going to try a different brand of modem today when I receive it and see how it goes.  If the new modem has issues too, then I'll reach out.

Official Employee

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1K Messages

If you need any assistance with activating the new modem just send us a DM. We want to do everything we can to help you resolve the concern. 

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.
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mogulman

Contributor

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36 Messages

4 m ago

Received and provisioned the Arris S33 today.  Much smaller than the MB8611.  I noticed the web interface on the S33 is faster, also the log on the S33 is retained after the modem reboots.  That's a good thing.  We'll see if it crashes.

Official Employee

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1K Messages

Here's hoping it doesn't! However we are here to help you 24/7 with any issues you may run into. 

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
mogulman

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36 Messages

4 m ago

Hi,

I'm on the 1.2GB Speed tier.   I have a Arris S33 cable modem with a 2.5gb port.  I have that connected with a very short CAT6 cable to an Asus RT-AX86u router with a 2.5GB WAN port.   The router has it's own speed test utility that uses Okta speed test.  Other people with this same config, are able to test using the router speed test and see 1.2GB or higher speeds.

I'm not seeing speed tests above 950-980GB.    I'm guessing it's own of few possibilities.  

  1. The provisioning file for the cable modem isn't correct.  I doubt this would happen.  I switched from 800Mbps to 1.2GB a few weeks ago.  I did notice the upload speed go up, but the download speed didn't really change.  Is there any way to check the cable modem provisioned speed?  If I go into MyXfinity I do see the 1200Mbps speed, as what is on my account.
  2. I'm in a rural-ish area, and none of the sites that I am testing against actually have the capability of going past 1GB.

Any suggestions... I know it's nitpicky, but I wanted to see if I could really see any faster speed than 1GB.

Note: This comment was created from a merged conversation originally titled Modem Provisioned speed
XfinityAmir

Official Employee

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6.9K Messages

Hi mogulman, thanks for reaching out to us here with this concern. We can certainly help you with getting your speeds up to par. Can you tell me if you've tried running the speed test via our test site (https://comca.st/3GMSodm)? If not please try now and share your results.

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
mogulman

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36 Messages

Looks like this was merged although this is a separate issue.  Speed test is fine.  I ended up using a different testing site and am able to see 1200Mbps.  Wish you hadn't merged this though.

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