M

Visitor

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1 Message

Wednesday, January 18th, 2023 3:12 AM

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Motorola SB6141 Restarting Multiple Times A Day

After many years with no problems, my SB6141 has recently begun losing internet connection and rebooting 5-10 times a day. I have tried:

  • Tightening all inside cable connections
  • Unplugging power, waiting one minute, plugging back in

I have also compared my signal & log data to many responses on this forum but it looks okay to my non-network-savvy self. Appreciate any insight as to whether I should book a tech visit or replace my modem.

Logs:

Signal:

Gold Problem Solver

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26.3K Messages

2 years ago

... Appreciate any insight as to whether I should book a tech visit or replace my modem. ...

You should definitely replace the SB6141 as it is not longer supported. See https://www.xfinity.com/support/devices and https://www.xfinity.com/support/articles/end-of-life-devices. The signal stats you posted look good, but there are important readings that the modem does not report, and the event log shows that the modem is having trouble communicating with Comcast's network. If the replacement device also struggles then a tech visit would be in order.

Beyond that, here's my standard "trouble with Internet" spiel:

Network connection problems are often due to poor coax connections or damaged coax cable, usually in or near your home. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power. 

If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you can't find the problem or you'd rather have Comcast take care of it, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit ($70-$100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

Visitor

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14 Messages

2 years ago

I started having the same problem with mine.  I saw that it had been EOL'd and thought well, time for a replacement, I got my money's worth out of it.  Bought a MB8611 to replace and everything went from bad to worse - multiple dropped connections per hour, rendering the service pretty much unusable.  Went through Comcast's "Blame it on the user, loose connections, Motorola"...whatever, I don't have time for that.  I have a feeling that the firmware update or new equipment that Comcast has rolled out isn't doing well with these modems.  If you value your time and sanity, go buy a different brand of modem and be done with it. 

(edited)

Gold Problem Solver

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26.3K Messages

2 years ago

... Bought a MB8611 to replace and everything went from bad to worse ...

Agree with the above. Until such time, if any, that Comcast and Motorola figure out the problems with this device, strongly recommend avoiding the MB8611.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

Official Employee

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695 Messages

2 years ago

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

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