1 Message
Motorola MT8733 - Wifi randomly drops and requires radio cycle or reboot
I've contacted xfinity and Motorola about how my wifi will randomly stop working. I reached out to Motorola first and reported the "An authentication error has occurred" error I was seeing and they wanted to see my downstream power and SNR levels. They told me -7/+7 for power levels and 35-50 for SNR is spec. The levels I sent them at the time they requested showed I had three or four downstream channels slightly higher than 7. The highest was like 8.2 but most were 6.x - but my SNR values were in spec. They said I should disable band steering where the 2.4 and 5G radios both work but are effectively listed under a single SSID. I only have a couple devices that require the 2.4 signal but was fine doing this. Now I have two SSIDs, one for each radio. After this, my "authentication" errors seemed to stop. They did say to have an xfinity tech come out to check my signals and indicated that the power levels being out of spec would cause my wifi to stop working or the modem to disconnect. This seems bizarre to me but I had the tech come out. He never even stepped inside my house. He told me on the porch everything was in spec from the xfinity side of things and suggested that the downstream channel power levels would have nothing to do with the wifi dropouts. This kinda makes sense to me as it seems like the modem is getting signal... but the radio isn't transmitting it (wired devices never have an issue).
Anyway, while the authentication error seems to be resolved by disabling band-steering, my wifi connections still randomly drop - meaning devices that are connected wirelessly just stop getting internet data. For me, it's typically the 5G network that drops as I only have 2 devices on the 2.4 network and like 25-30 on the 5G and I only notice the issue on the 5G. From reading other posts in this forum, this seems to be a common theme with this modem... yet none of the posts really nail down a solution that doesn't involve power cycling every other day.
What I have done when this happens is use the MotoSync app for the modem to turn off both SSID radios, wait 10 seconds or so, then turn them back on and magically everything will work again and this is much faster than a full power cycle/reboot. This is NOT a solution though. From what I can tell this is one of Motorola's flagship modems at the moment and for what it costs, should not be having issues like this. I can't tell if it's the modem, or if it's xfinity... but having them point fingers at each other is getting annoying and I'm tired of having everyone in my house look at me like it's my fault.
The event logs for the modem regularly post these "Critical" messages, but I'm not sure what any of them mean:
- UCD invalid or channel unusable;
- Started Unicast Maintenance Ranging - No Response received - T3 time-out;
- SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
Common "Notice" messages include:
- CMSTATUS:US_Diplexer_Mode_Change:
- Honoring MDD; IP provisioning mode = IPv6
- CMSTATUS:US_Diplexer_Mode_Change:TLV-84,42
- CMSTATUS:US_Diplexer_Mode_Change_Ignored:MDD-TLV21,85
- DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3
In all of these, I cannot say the timestamps related to the wifi dropouts so I'm not sure if they're related or not but I'd like to ultimately know how xfinity can say they support this modem when it needs to be rebooted nearly every day or the radios cycled off/on. Motorola... even if the signals fall out of range for a bit why can't you self-heal, no need to cutoff your connected clients!
user_483a7b
3 Messages
2 years ago
Same problem here with a brand new MT8733. I wake up in the morning and the 5Ghz network has 0 devices attached and I can't connect. Toggling the 5GHz network in the motosync app brings it right back. Thinking of returning this and trying a different modem/router combo..
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XfinityRyanE
Official Employee
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1.1K Messages
2 years ago
Hello @lg1382, thanks for reaching out to share your existence and express your concerns with the modem.
All of the preapproved modems are tested and known to work well with our services, and we are sorry to hear that you are having these issues. In some cases, if the signal levels are out of spec, we may be able to install a device to boost/dampen the signal going into your home. To know for sure, we would need to send a tech out to check the signal and see if it is possible.
If you would like to explore this as an option, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "direct messaging" 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
Please let me know if you have any questions or run into any problems.
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Mike_Em
Visitor
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8 Messages
2 years ago
This seems to happen every single time "DS profile assignment change" appears in my event log. Note that the same thing has been happening since last November, with the Netgear Orbi. Every single time it appears, my wifi fails and I have to reboot the modem. I switched from an Orbi to the MT8733, and it happens with that modem as well. Users have been trying for a years to get Xfinity to look into this on multiple Orbi threads, but it still hasn't been resolved.
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Wendy1717
Regular Visitor
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10 Messages
2 years ago
I have similar issues with my network, or I should say more so with my "mesh network" I added with that modem/router combo. At least once a week everything goes offline. And neither company seems to have answers. Honestly I think it's Xfinity's fault, they want us to only use their modem for $20 a month. [Edited: "Language"/"Inflammatory"]
(edited)
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user_x0obhz
1 Message
2 years ago
I am having the exact same issues with my MT8733, should I feel somewhat better knowing I am not so lonely, "Why me, MotoGods", oh its all of us, phew. It is annoying to constantly have to power cycle every 12-24 hours.
One thing I do not care for at all with this combo is the laughable "advanced" options we get for the router. Coming from years of highly customizable ASUS routers the MT8733 is simply as basic as they come. The advanced options menu is masquerading around pretending to know everything in advanced routing 101 but I think it secretly skipped grade school. I doubt middle and high school as well. I blame the advanced menu's parents to be honest, par for the course these days unfortunately....
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