Skip to main content

    Support

    Offers

T
TheFlash
1st Topic

Visitor

 • 

3 Messages

Tuesday, August 31st, 2021 2:33 AM

Closed

Motorola MB8611 slow speeds

I recently purchased a new Motorola MB8611. Although I have the Extreme Pro+ Plan (800 mbps/15 mbps) the highest speeds wired are 250ish mbps/18 mbps. My laptop has a gigabit ethernet controller and the PS4 Pro is capable of 600-700 mbps so something is amiss.

I was previously using an Arris SB6141 and was getting the same 250ish mbps/18 mbps on the Extreme Pro+ Plan.

Since I started using Xfinity five or six years ago I noticed errors in the modem logs, the SB6141 and now the MB8611. Years back the plan I had was much slower and I was getting max speeds so I didn't look into it. Now, the speeds have been well under what I should be getting for a while, and I would like that resolved.

A technician came out for a visit last week and said that the line was fine and suggested a potential hardware issue. He also mentioned that this is not the first time he has seen speed issues with user purchased modems. That sometimes Xfinity and user purchased modems don't play nice. He suggested that I try an Xfinity modem/router as a troubleshooting method, but I'd like to resolve this without doing that.

Here is recent MB8611 modem info:

Is there a better way to post modem log info? They look small and blurry. I took screenshots and then inserted the images.
I'm also getting a lot of CM-STATUS message sent. Event Type Code: 16 and CM-STATUS message sent. Event Type Code: 24 notices and the occasional CM-STATUS message sent. Event Type Code: 20 and CM-STATUS message sent. Event Type Code: 22 notices.

Question

 • 

Updated 

3 years ago

 • Edited

2.9K

1

0

XfinityMichaelC

Administrator

 • 

4.3K Messages

4 years ago

Greetings, @TheFlash! Thanks for reaching out to us on the Forums! I hope you are having an amazing day! I apologize to hear that you are running into issues when it comes to your internet. We know how important it is to have a reliable connection these days. Based on your screenshot, the modem seems to be working just fine. Do you by chance have a router hooked up to this modem?

7

0

TheFlash

Visitor

 • 

3 Messages

@XfinityMichaelC 

Currently, yes, a router is connected to the MB8611.

When I activated the modem, two separate times, I connected it directly to my laptop. I also tried the modem connected directly to my PS4 Pro.

Whether the modem used alone or the modem connected to a router, the speeds are subpar - 230-280 mbps/18 mbps.

(edited)

4 years ago

0

XfinityJosephA

Official Employee

 • 

1.8K Messages

I would have tested directly to the modem as well. If you have 800 Mbps and you’re getting 230-280 Mbps directly to the modem that’s low if this is your average. How are you testing your speed? What site(s) are you using? Are you able to double check what server your testing on to make sure it's the one nearest you?  

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

4 years ago

0

TheFlash

Visitor

 • 

3 Messages

@XfinityJosephA

What do you mean by testing directly to the modem? Is that the same as plugging the ethernet cable from the modem directly to a laptop? If so, I've done that two times. 

I've used several sites - speedtest, xfinitity, speakeasy, dslreports - using different severs located in my city. All yield similar results.

4 years ago

0

XfinityJosephA

Official Employee

 • 

1.8K Messages

I just meant I would have done the same thing you did after activating the modem. If you are getting the exact same results directly to the modem, using different speed sites and you are getting the same results on the nearest server to you the only other things that come to mind are trying another PC if possible and trying a new Ethernet cable. 

 

If this has not resolved the issue send us a direct message with your name and service address so we can take a closer look at your signal quality, service level, and the results of your appointment. We can also try activating the modem on our end and capturing your speeds after trying this. Just click the chat message icon on the top right to send you message to "Xfinity Support."

 

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

4 years ago

0

ramenhero

Visitor

 • 

2 Messages

@XfinityJosephA I am having the same problem. I upgraded my plan to 900mpbs and got the same Motorla MB8611 modem. I tested my speed directly connected to the Motorola modem and I still have only 400mbs (which is my old plan's speed). I call support but nothing seems to resolve the problem. They usually only ask to reboot the modem and test again. Is there a way a more technical person can figure out what to do to fix the speed issue? My modem information looks exactly the same as TheFlash posted on August 30, 2021.

4 years ago

0

forum icon

New to the Community?

Start Here