V

Visitor

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5 Messages

Mon, Sep 19, 2022 1:38 PM

Motorola MB8611 / Ubiquity Dream Machine (UDM) / Comcast Issues

I recently started experiencing issues with my internet. Over the last several months my internet connection started to intermittently drop several times a day. It has gotten worse and worse over time (instead of dropping once or twice it is dropping 8 to 10 times a day). I eventually swapped out my cable modem and I am now using a Motorola MB8611 (I am still having issues with the new modem).

When the internet drops the modem actually resets (the lights on the front of the modem all go blank and it takes about a minute for them to light up and the internet is restored). When it resets it clears the event logs. Over the last 24 hours I have been capturing the event logs so I could get some help troubleshooting.

Here is why my current "Connection" looks like:

Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 20 561.0 12.3 40.3 0 0
   2 Locked QAM256 17 537.0 7.5 38.2 0 0
   3 Locked QAM256 18 543.0 7.9 38.4 0 0
   4 Locked QAM256 19 555.0 10.3 39.6 0 0
   5 Locked QAM256 21 567.0 12.9 40.4 0 0
   6 Locked QAM256 22 573.0 12.5 40.3 0 0
   7 Locked QAM256 23 579.0 12.2 40.2 0 0
   8 Locked QAM256 24 585.0 11.7 40.1 0 0
   9 Locked QAM256 25 591.0 11.3 39.9 0 0
   10 Locked QAM256 26 597.0 10.9 39.7 0 0
   11 Locked QAM256 27 603.0 10.9 39.8 0 0
   12 Locked QAM256 28 609.0 10.9 39.8 0 0
   13 Locked QAM256 29 615.0 10.9 39.8 0 0
   14 Locked QAM256 30 621.0 11.3 39.8 0 0
   15 Locked QAM256 31 627.0 11.6 40.0 0 0
   16 Locked QAM256 32 633.0 12.2 40.2 0 0
   17 Locked QAM256 33 639.0 12.3 40.2 0 0
   18 Locked QAM256 34 645.0 12.8 40.3 0 0
   19 Locked QAM256 35 651.0 12.8 40.4 0 0
   20 Locked QAM256 36 657.0 12.6 40.3 0 0
   21 Locked QAM256 37 663.0 12.5 40.3 0 0
   22 Locked QAM256 38 669.0 11.8 40.0 0 0
   23 Locked QAM256 39 675.0 11.2 39.6 0 0
   24 Locked QAM256 40 681.0 10.3 39.5 0 0
   25 Locked QAM256 41 687.0 9.9 39.2 0 0
   26 Locked QAM256 42 693.0 10.1 39.3 0 0
   27 Locked QAM256 43 699.0 10.4 39.4 0 0
   28 Locked QAM256 44 705.0 11.3 39.6 0 0
   29 Locked QAM256 45 711.0 12.1 40.0 0 0
   30 Locked QAM256 46 717.0 12.5 40.0 0 0
   31 Locked QAM256 47 723.0 12.3 39.9 0 0
   32 Locked OFDM PLC 48 805.0 9.9 38.2 78846227 0

**This must get reset as well. Yesterday when I looked all of the channels had something in the "Corrected" column

Here is today's "Event Log":

Time  Priority Description 
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:XX:XX:XX:XX:XX;CMTS-MAC=[Edited: "Personal Information"];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=00:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:XX:XX:XX:XX:XX;CMTS-MAC=[Edited: "Personal Information"];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=00:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:XX:XX:XX:XX:XX;CMTS-MAC=[Edited: "Personal Information"];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=00:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:XX:XX:XX:XX:XX;CMTS-MAC=[Edited: "Personal Information"];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=00:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:XX:XX:XX:XX:XX;CMTS-MAC=[Edited: "Personal Information"];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=00:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:XX:XX:XX:XX:XX;CMTS-MAC=[Edited: "Personal Information"];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=00:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:XX:XX:XX:XX:XX;CMTS-MAC=[Edited: "Personal Information"];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=00:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:XX:XX:XX:XX:XX;CMTS-MAC=[Edited: "Personal Information"];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=00:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:XX:XX:XX:XX:XX;CMTS-MAC=[Edited: "Personal Information"];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=00:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:XX:XX:XX:XX:XX;CMTS-MAC=[Edited: "Personal Information"];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=00:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:XX:XX:XX:XX:XX;CMTS-MAC=[Edited: "Personal Information"];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=00:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:XX:XX:XX:XX:XX;CMTS-MAC=[Edited: "Personal Information"];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=00:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:XX:XX:XX:XX:XX;CMTS-MAC=[Edited: "Personal Information"];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=00:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:XX:XX:XX:XX:XX;CMTS-MAC=[Edited: "Personal Information"];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=00:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:XX:XX:XX:XX:XX;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
02:07:25
Mon Sep 19 2022
Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=00:XX:XX:XX:XX:XX;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
 

**I have more of these logs if needed. I have been saving the log after ever reset for the last 24 hours.

Here are some the "Notifications" from UDM from the last 24 hours:

Category
Event Details
Date/Time
System
Your internet has been restored.
Today at 3:08 AM
System
Your internet has disconnected. Contact your ISP to verify your area's outage status.
Today at 3:07 AM
System
Your internet has been restored.
Today at 2:26 AM
System
Your internet has disconnected. Contact your ISP to verify your area's outage status.
Today at 2:26 AM
System
Your internet has been restored.
Today at 12:10 AM
System
Your internet has disconnected. Contact your ISP to verify your area's outage status.
Today at 12:09 AM
System
Your internet has been restored.
Sep 18, 2022 11:05 PM
System
Your internet has disconnected. Contact your ISP to verify your area's outage status.
Sep 18, 2022 11:05 PM
System
Your internet has been restored.
Sep 18, 2022 8:17 PM
System
Your internet has disconnected. Contact your ISP to verify your area's outage status.
Sep 18, 2022 8:17 PM
System
Your internet has been restored.
Sep 18, 2022 8:08 PM
System
Your internet has disconnected. Contact your ISP to verify your area's outage status.
Sep 18, 2022 8:07 PM
System
Your internet has been restored.
Sep 18, 2022 5:31 PM
System
Your internet has disconnected. Contact your ISP to verify your area's outage status.
Sep 18, 2022 5:30 PM
System
Your internet has been restored.
Sep 18, 2022 4:45 PM
System
Your internet has disconnected. Contact your ISP to verify your area's outage status.
Sep 18, 2022 4:44 PM
System
Your internet has been restored.
Sep 18, 2022 4:24 PM
System
Your internet has disconnected. Contact your ISP to verify your area's outage status.
Sep 18, 2022 4:22 PM
System
Your internet has been restored.
Sep 18, 2022 1:34 PM
System
Your internet has disconnected. Contact your ISP to verify your area's outage status.
Sep 18, 2022 1:33 PM

xfinity sent a tech out and they checked the connection from the street to my house (which was fine). And they checked the connection from the side of my house to the modem (that was fine). The modem is directly connected to xfinity (no splitters).

Thank you for taking the time to review the information and helping. I work from home (like many of us) and this is very disruptive.

Visitor

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5 Messages

3 months ago

I have an update on this from Motorola:

There are a few red flags in this connection:
In the Downstream Bonded Channels the PWR should be -7 and +7, many of the channels you're getting are too high there. Additionally, in the Downstream, there is a significant amount of packet loss in the Corrected and Uncorrected columns.
 
The Upstream PWR seems to be the main cause for the errors in the Event Log. The Upstream PWR should be 38-48, but as we can see the upstream power is considerably low. This prevents requests being sent from the modem to the provider from reaching the provider consistently. 

Here is the "Connection Status" from today:

  Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 20 561.0 12.3 40.4 175 3
   2 Locked QAM256 17 537.0 10.3 40.0 2411 7002
   3 Locked QAM256 18 543.0 11.0 40.2 18095 61305
   4 Locked QAM256 19 555.0 11.9 40.4 23475 65391
   5 Locked QAM256 21 567.0 12.1 40.3 42253 47185
   6 Locked QAM256 22 573.0 12.1 40.4 42366 39516
   7 Locked QAM256 23 579.0 12.2 40.5 42203 35708
   8 Locked QAM256 24 585.0 11.8 40.3 42950 40540
   9 Locked QAM256 25 591.0 11.4 40.1 43236 47871
   10 Locked QAM256 26 597.0 10.9 40.0 33673 55210
   11 Locked QAM256 27 603.0 10.9 40.1 29890 59826
   12 Locked QAM256 28 609.0 10.9 40.1 22776 60726
   13 Locked QAM256 29 615.0 11.0 40.1 19792 58818
   14 Locked QAM256 30 621.0 11.4 40.2 23552 57983
   15 Locked QAM256 31 627.0 11.7 40.2 30790 61459
   16 Locked QAM256 32 633.0 12.1 40.4 41550 46969
   17 Locked QAM256 33 639.0 11.7 40.2 42719 50155
   18 Locked QAM256 34 645.0 11.6 40.2 47689 33411
   19 Locked QAM256 35 651.0 11.0 39.9 44991 41285
   20 Locked QAM256 36 657.0 10.4 39.8 34678 58734
   21 Locked QAM256 37 663.0 10.2 39.8 28558 67824
   22 Locked QAM256 38 669.0 9.7 39.7 18721 62446
   23 Locked QAM256 39 675.0 9.4 39.5 4849 10383
   24 Locked QAM256 40 681.0 9.1 39.4 5539 11669
   25 Locked QAM256 41 687.0 8.9 39.3 7922 16646
   26 Locked QAM256 42 693.0 9.2 39.4 7292 17844
   27 Locked QAM256 43 699.0 9.1 39.4 7175 16508
   28 Locked QAM256 44 705.0 9.6 39.5 8364 20042
   29 Locked QAM256 45 711.0 9.8 39.5 5467 14412
   30 Locked QAM256 46 717.0 9.8 39.5 6746 16774
   31 Locked QAM256 47 723.0 9.5 39.4 6196 15247
   32 Locked OFDM PLC 48 805.0 7.3 37.8 1086377094 8918

Visitor

 • 

5 Messages

3 months ago

The upstream bonded channels are also important:

   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Locked SC-QAM 1 2560 10.4 33.0
   2 Locked SC-QAM 2 5120 16.4 34.0
   3 Locked SC-QAM 3 5120 22.8 34.3
   4 Locked SC-QAM 4 5120 29.2 34.0
   5 Locked SC-QAM 5 5120 35.6 33.0
   6 Locked SC-QAM 6 2560 40.4 35.5
flatlander3

Problem Solver

 • 

553 Messages

3 months ago

@EG  is better at this.  Question for him -- 6db forward path attenuator on the back of the gateway be helpful here if he's not getting anywhere with tech visits?  ($10 on Amazon).  I thought the upstream boosts itself, so not much could be done there. 

EG

Expert

 • 

96.9K Messages

3 months ago

No need for an FPA-only pad. An overall attenuator pad can be used in this case. A 10 dB pad could even be tried. There's plenty of wiggle room to go higher on the upstream power value. It will make the upstream power level look higher / prettier, but it really isn't. It may help to overcome any local premises noise ingress that may or may not exist, but that's about it. The CMTS commands the modem to put out the amount of upstream power it needs (up to a finite limit) in order to hear the modem reliably.

And it may not be low at all. It may just be a very clean, low attenuation, and noise-free return path. It may be correct for local system specs. There are spec variances between individual systems.

Visitor

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5 Messages

3 months ago

Several people from Comcast came out today to troubleshoot the network in my neighborhood and in my house. They found several issues that needed to be fixed in the neighborhood. They also installed a splitter to help with the downstream power and upstream power. All of my numbers look great right now (within spec of Comcast standards and Motorola):

Downstream:

Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 20 561.0 3.0 39.5 0 0
   2 Locked QAM256 4 459.0 2.3 39.7 0 0
   3 Locked QAM256 5 465.0 2.5 39.7 0 0
   4 Locked QAM256 6 471.0 2.7 39.9 0 0
   5 Locked QAM256 7 477.0 2.7 39.8 0 0
   6 Locked QAM256 8 483.0 2.3 39.6 0 0
   7 Locked QAM256 9 489.0 2.3 39.5 0 0
   8 Locked QAM256 10 495.0 2.1 39.5 0 0
   9 Locked QAM256 11 501.0 2.2 39.6 0 0
   10 Locked QAM256 12 507.0 2.3 39.6 0 0
   11 Locked QAM256 13 513.0 2.3 39.6 0 0
   12 Locked QAM256 14 519.0 2.5 39.6 0 0
   13 Locked QAM256 15 525.0 2.4 39.6 0 0
   14 Locked QAM256 16 531.0 2.7 39.6 0 0
   15 Locked QAM256 17 537.0 3.0 39.7 0 0
   16 Locked QAM256 18 543.0 3.0 39.7 0 0
   17 Locked QAM256 19 555.0 2.8 39.5 0 0
   18 Locked QAM256 21 567.0 2.9 39.5 0 0
   19 Locked QAM256 22 573.0 2.9 39.5 0 0
   20 Locked QAM256 23 579.0 3.1 39.7 0 0
   21 Locked QAM256 24 585.0 3.0 39.6 0 0
   22 Locked QAM256 25 591.0 3.0 39.5 0 0
   23 Locked QAM256 26 597.0 2.7 39.4 0 0
   24 Locked QAM256 27 603.0 2.8 39.5 0 0
   25 Locked QAM256 28 609.0 2.6 39.4 0 0
   26 Locked QAM256 29 615.0 2.4 39.4 0 0
   27 Locked QAM256 30 621.0 2.4 39.3 0 0
   28 Locked QAM256 31 627.0 2.1 39.0 0 0
   29 Locked QAM256 32 633.0 2.1 39.1 0 0
   30 Locked QAM256 33 639.0 1.6 38.9 0 0
   31 Locked QAM256 34 645.0 1.6 39.0 0 0
   32 Locked OFDM PLC 48 805.0 -1.6 36.1 21321669 1891

Upstream:

Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Locked SC-QAM 1 2560 10.4 42.0
   2 Locked SC-QAM 2 5120 16.4 42.5
   3 Locked SC-QAM 3 5120 22.8 42.5
   4 Locked SC-QAM 4 5120 29.2 42.3
   5 Locked SC-QAM 5 5120 35.6 41.0
   6 Locked SC-QAM 6 2560 40.4 42.8

I will post back in a few days and let you know if we have continued to have issues.

Visitor

 • 

5 Messages

2 months ago

My Motorola modem kept restarting even after Comcast fixed the network issues in my neighborhood. After each restart I validated that everything was still in range. In the end I returned my modem to Best Buy. Somehow I had both issues with Comcast and the Motorola modem. I installed my "old" DOCSIS 3.0 Arris modem and it was worked fine for several days. I will do some more research and purchase a new modem when the time is right.

Official Employee

 • 

773 Messages

Thanks for updating us and for sharing your entire experience @viper52985. I'm glad everything is working well using the Arris modem after switching back to it. Your time and patience mean a lot. Using a few modems and waiting for our techs to make repairs is a tedious process. If the issue comes back, please let us know. At this point we should schedule a follow-up appointment if the issue comes back. 

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

Visitor

 • 

6 Messages

@viper52985​ There is some sort of issue going on between these Modems and the Headend. I have an 8611 that I have been trying to get working right since the T3's started in June. No love. All connectors replaced, good levels. Comcast placed a Gateway and my 8611 on a splitter into the same plant. BOTH modems would die at same time. I have had mine now too long to return and doesnt seem to make sense to do so anyway. I think there is a software issue out there not being revealed.

Jlavaseur

Problem Solver

 • 

722 Messages

2 months ago

Just out of curiosity, do you have a Broadcom network card, or that chipset in your card?

Visitor

 • 

6 Messages

@user_jla022​ I have no idea. How do I check.

Jlavaseur

Problem Solver

 • 

722 Messages

If on windows, you can check in the device manager, the reason I ask, on the Microsoft website I read that some network cards and routers/modems don’t always play nice together, Broadcom was a mentioned as a big offender, I had a weird experience before, I had a network card go bad, replaced it with the same card, up to that point I had legendary uptime and speed on my whole network, then almost immediately I started having issues, just random disconnects weird behavior across my network that I didn’t have before, that being said, the only variable that was different was that by default the network card has a box that when checked lets your computer shut off your network card to save energy, well In the past I always unchecked the box as Microsoft recommends if weird behavior, low and behold my issues went away, it makes me wonder as I use the mb8611 with absolutely no issues, if the box is checked by default and I see a lot of mb 8611  having problems , I personally might want to uncheck that box on all my network cards just to rule that out, it might be worth a shot since there is no apparent solution, just my two cents, 

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