Motorola MG8702 drops connection every 30 minutes

Similar to this post, my Motorola MG7802 drops internet connection every half hour, for less than a minute each time. If I power cycle the modem, the half hour interval shifts, but remains. I have factory reset, and had a technician come out today, which resulted in applying a downstream signal throttle, but did not fix the issue as described. The issue occurs on both ethernet connection, through multiple ports (confirmed 2/4), and WiFi.

Here are my stats:

Downstream Bonded Channels (astonishingly different values for Corrected/Uncorrected compared to other referenced post):

Channel	Lock Status	Modulation	Channel ID	Freq. (MHz)	Pwr (dBmV)	SNR (dB)	Corrected	Uncorrected
1	Locked	QAM256	36	639.0	6.6	39.0	132342	59
2	Locked	QAM256	13	501.0	6.9	37.9	132243	0
3	Locked	QAM256	14	507.0	6.3	37.7	181104	2688
4	Locked	QAM256	15	513.0	6.1	37.6	251178	2800
5	Locked	QAM256	16	519.0	6.2	37.5	302015	2630
6	Locked	QAM256	17	525.0	6.6	37.8	205603	3162
7	Locked	QAM256	18	531.0	6.8	37.9	164386	3688
8	Locked	QAM256	19	537.0	6.8	38.2	152898	3209
9	Locked	QAM256	20	543.0	6.6	38.1	154837	2603
10	Locked	QAM256	21	549.0	6.3	38.2	170460	468
11	Locked	QAM256	22	555.0	6.1	38.0	198583	3387
12	Locked	QAM256	23	561.0	6.3	38.1	189514	2183
13	Locked	QAM256	24	567.0	6.5	38.2	179009	3162
14	Locked	QAM256	25	573.0	6.8	38.3	190534	5243
15	Locked	QAM256	26	579.0	6.8	38.3	186979	4347
16	Locked	QAM256	27	585.0	6.7	38.5	175386	3784
17	Locked	QAM256	28	591.0	6.3	38.4	185388	3744
18	Locked	QAM256	29	597.0	6.1	38.5	196746	3897
19	Locked	QAM256	30	603.0	6.3	38.6	173469	3873
20	Locked	QAM256	31	609.0	6.4	38.5	186518	3828
21	Locked	QAM256	32	615.0	6.8	38.8	161591	3817
22	Locked	QAM256	33	621.0	6.8	38.7	170495	3703
23	Locked	QAM256	34	627.0	6.8	39.0	158643	3717
24	Locked	QAM256	35	633.0	6.4	38.8	179717	3699
25	Locked	QAM256	37	645.0	6.5	39.1	144987	3700
26	Locked	QAM256	38	651.0	6.7	39.1	158695	3583
27	Locked	QAM256	39	657.0	6.7	39.2	141754	3652
28	Locked	QAM256	40	663.0	6.9	39.3	142420	3543
29	Locked	QAM256	41	669.0	6.7	39.2	144102	3501
30	Locked	QAM256	42	675.0	7.0	39.1	169971	3547
31	Locked	QAM256	43	681.0	6.9	39.4	134706	3937
32	Locked	QAM256	44	687.0	6.8	39.5	142006	3563
33	Locked	OFDM PLC	193	957.0	7.5	41.5	878118278	34

Upstream Bonded Channels

Channel	Lock Status	Channel Type	Channel ID	Symb. Rate (Ksym/sec)	Freq. (MHz)	Pwr (dBmV)
1	Locked	SC-QAM	1	5120	16.4	44.5
2	Locked	SC-QAM	2	5120	22.8	44.5
3	Locked	SC-QAM	3	5120	29.2	44.5
4	Locked	SC-QAM	4	5120	35.6	44.5

The issue has occurred multiple times today. However the Event Log does not seem to have entries for a majority of the occurrences.

Event Log:

Time	Priority	Description
09:12:16 Sat Sep 16 2023	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
09:12:17 Sat Sep 16 2023	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
09:12:17 Sat Sep 16 2023	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
09:13:14 Sat Sep 16 2023	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
09:13:30 Sat Sep 16 2023	Critical (3)	UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
09:13:35 Sat Sep 16 2023	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
09:13:46 Sat Sep 16 2023	Notice (6)	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
09:13:46 Sat Sep 16 2023	Critical (3)	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
09:13:53 Sat Sep 16 2023	Critical (3)	UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
09:24:49 Sat Sep 16 2023	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
09:24:49 Sat Sep 16 2023	Warning (5)	MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
09:25:37 Sat Sep 16 2023	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
09:25:37 Sat Sep 16 2023	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
09:25:39 Sat Sep 16 2023	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
09:25:39 Sat Sep 16 2023	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
09:28:17 Sat Sep 16 2023	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
09:28:31 Sat Sep 16 2023	Warning (5)	Lost MDD Timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
09:28:37 Sat Sep 16 2023	Critical (3)	UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
09:28:41 Sat Sep 16 2023	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
09:28:50 Sat Sep 16 2023	Notice (6)	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
09:28:57 Sat Sep 16 2023	Critical (3)	UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
09:29:08 Sat Sep 16 2023	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
09:29:08 Sat Sep 16 2023	Warning (5)	MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
09:29:14 Sat Sep 16 2023	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
09:29:14 Sat Sep 16 2023	Warning (5)	MDD message timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
09:29:37 Sat Sep 16 2023	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
09:30:09 Sat Sep 16 2023	Critical (3)	UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
09:30:39 Sat Sep 16 2023	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
09:30:41 Sat Sep 16 2023	Critical (3)	UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
09:30:46 Sat Sep 16 2023	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
09:30:54 Sat Sep 16 2023	Notice (6)	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
09:31:02 Sat Sep 16 2023	Critical (3)	UCD invalid or channel unusable;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

Recent XFinity support contact told me they will be sending 'signals' to my device to monitor for issues, and the technician will be able to see these readings and respond appropriately. I do not think the readings were noted. This has been ongoing for a month, but I've only began to roll up my sleeves and desperately look for a solution this past week.

Responses

XfinityRaf

Official Employee

•

903 Messages

2 years ago

Good afternoon, and thanks for reaching out to us to report your connection issue. When you lose connection, are you seeing that your devices all lose connection?

4

0

R

redcodehero

4 Messages

Thank you for the quick response. Yes, my phone will drop a call if I'm on wifi-calling. And I have other evidence of my wired connections also losing connection on the same intervals.

2 years ago

0

CCJodie

Problem Solver

•

1.3K Messages

Got it! With the recent tech visit, did the technician provide any details on why this is happening?

I no longer work for Comcast.

2 years ago

0

R

redcodehero

4 Messages

Sorry for the delay, I did not receive an email notification for your reply.

The technician placed a physical throttle on the line for the DL speed, and assumed it would correct any issues I was having. I elaborated to the technician that the issue occurs exactly every half hour, and I do not believe the throttle will solve that issue, but he wanted to try this first. It was a short visit.

2 years ago

0

XfinityThomasC

Official Employee

•

2.5K Messages

@redcodehero We may want to get you a second visit. Could you please send our team a direct message with your full name and full address? To send a direct message:

In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon
Click the "New message" (pencil and paper) icon
In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
Type your message in the text area near the bottom of the window
Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

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

2 years ago

xbiker

New Poster

•

3 Messages

1 year ago

Same issue began for me the week after xfinity did an update. First technician came out and said i needed new cable under street and removed some filter he said was no longer needed after the update. Somehow the service call for that cable has disappeared and my service has been down for the last two weeks. Second technician is pulling up soon. I am wondering if it is just better now to look for other options while letting xfinity iron out the bugs they have created with their update?

3

0

xbiker

New Poster

•

3 Messages

Found out my service has been down because cable guys came day after I left for vacation and ruined what little of the cable that did work while not running a new cable. Replacing the cable is deemed too expensive and that job was put on hold by xfinity. I guess they were just hoping i would keep paying for zero service because the bills kept coming. Hopefully others have a better experience but I am cutting xfinity loose. 1Gbps was fun while it lasted but over the years the service has just become too unreliable.

1 year ago

0

R

redcodehero

4 Messages

It's been somewhere between 6-8 months resolving my issue. But I think it's finally working. The last tech, of the 7-10 that have been out here, switched my line, at the pole, to a neighbor's who is no longer connected to xfinity. I believe that was the final solution for me.

Other attempts included RMA on my modem and switching to Xfinity modem while testing. Replacing all lines from pole to modem, inside and out. Numerous repairs at boxes/poles in my neighborhood.

They refused to talk compensation until it is resolved. We shall see if this headache was worth it, or if I'll also be jumping ship.

The support I received when messaging from here is completely severed from their customer service reps (phone/chat), which is completely severed from their advanced techs/support (phone/person), which is completely severed from their techs (person). I had to liaison all information between these 4 departments on their end throughout this endeavor and have started spreadsheets to assist. Going down this rabbit hole is not for the faint of heart.

1 year ago

0

XfinityBrianH

Official Employee

•

1.3K Messages

xbiker Can I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

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

1 year ago

0

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redcodehero

Motorola MG8702 drops connection every 30 minutes

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