J

Friday, March 29th, 2024 8:39 PM

Closed

Motorola MB8611 T3 timeouts

First, let me preface by saying there is at least a half dozen other threads on this form with this exact same issue with this exact same modem. I have taken all of the steps in those forum posts that were recommended. For example, I have alleviated any splitter, I also took out the 40 dB attenuation low pass filter, just in case it was faulty. I have moved them in every orientation. After no success, I even took an extension cord and a power strip and brought my modem and router directly to the coaxial outside of my house that is connected to the power line. I am still getting the same issue where periodically anywhere from 5 minutes to 6 to 8 hours apart, my modem disconnects has T3 timeouts, and then immediately reconnects in about 30 seconds. The splitter lowers the dBmv by 3.5. Additonally, the 40dB attenuation low pass filter lowers the power by another ~3 dBmv. When they're both on, you can see the stats it the provided picture below. They are completely within spec, however when , however when both the splitter and low pass filter are off, The power hovers around 8 to 9, which leads to some uncorrectables. The firmware, is the version that is according to most people on forms over the last few years the most stable, and that is what is modem provides by Comcast. When I called support, they basically just had me reset my modem, and that was the end of their ability even after I told them the entire process that I took to eliminate all infrastructure in my house, so that was a bust. I have not had a tech out yet, but since every thing has been in spec, at least that is verifiable through a simple spectrum analysis, and the statistics provided by the modem itself I doubt it will be too fruitful. Is there any chance that this is a node issue in my area? I doubt it since so many others are having the exact same issue with this modem and no word on any firmware updates are in sight. I'm getting desperate at this point, as I am a work from home computer engineer and I require a stable connection. Also, I am having to write this post from my phone. Because, I am unable to post on Firefox, Chrome, or explorer because this description box is grayed out, I honestly even go into that now, but honestly.... Seriously?!  

Moreover, I have contacted Motorola and they are pointing the finger at Xfinity and vice versa. This modem is literally listed on acceptable modem on xfinity's website. If I could get somebody to do some more advanced analysis on my line, or give me some additional guidance on steps to take from here I would greatly appreciate it. 

Lastly, I am paying for 1.2 Gbps and generally get 600-900 Mbps which is totally good. I just need to to be reliable. The splitter I have is rated for 5-1005Mhz, and the low pass filter (GLP-1G70CW) is rated 5-1002 Mhz. 

[Image Removed: "Personal Information - MAC Addresses"]

Official Employee

 • 

1.5K Messages

9 months ago

Hello @jonahlm, thank you for taking the time to reach out on social media.  I understand your concern with the connection, and I'd like the opportunity to check into that for you.

 

To access your account, will you please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

  • Click "Sign In" if necessary
  • Click the "Direct Message” icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message
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