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Visitor

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7 Messages

Sunday, March 5th, 2023 6:18 PM

Closed

MT8733 - 2.4 Ghz Wifi Drops, 5Ghz Wifi Remains Connected

I have a Motorola MT8733 on Xfinity's 1200Mbps plan.

Randomly throughout the day, my 2.4Ghz wifi band drops connection to all devices. 5Ghz wifi band and hard wired connections remains unaffected. The issue remains until I either reset the modem via the modems UI itself, or via the Xfinity App. There seems to be no pattern in the problem, sometimes it happens in the middle of the night, sometimes during the day, but it happens at least 2-3 times a day

Some specifics about my setup... I have Band Steering Off, with two different SSIDs, one for 2.4G and one for 5G. On 2.4G I have the Channel set to 11 and Bandwidth at 20Mhz. I have played around with the channels, 1, 6, 11, auto, but none seem to help the situation. I have no other customizations on my modem. I do have about ~30 devices connected wirelessly to 2.4Ghz, but my older modem was able to handle this fine. Further, I have a tough time believing this is signal interference. During the disconnection phenomenon I'm able to run a Wifi Analyzer/Scan and see that 2.4Ghz signal never really drops below -45dBm. Even as all of my 2.4G devices are disconnected, I am still producing a strong signal, just unable to connect to it or the internet. The 2.4G band will even continue to show as an option on my computer/phone, but you're unable to connect to it until I reset the modem. Lastly, I've even installed a smart plug that restarts my modem nightly, but it still hasn't solved my issues.

This disconnection event creates no information in my modems logs. I do randomly get the following log events, but they do not sync up with the time that I get the problem:

   11:45:00
Sun Mar 5 2023   Critical(3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
    11:45:17
Sun Mar 5 2023   Warning(5)   RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
    11:45:18
Sun Mar 5 2023   Warning(5)   Dynamic Range Window violation
    11:45:18
Sun Mar 5 2023   Warning(5)   RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
    11:45:18
Sun Mar 5 2023   Warning(5)   Dynamic Range Window violation
    11:45:18
Sun Mar 5 2023   Warning(5)   RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
    11:45:18
Sun Mar 5 2023   Warning(5)   Dynamic Range Window violation
    11:45:18
Sun Mar 5 2023   Critical(3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;

Other threads that note these issues seem to point to line interference. For my situation there, the Xfinity box is on the outside of the house... but months ago we had a tech come out and drill a hole directly in to the side of the house... so the line goes from the box to a singular wall outlet, and I'm only able to use that one outlet for my modem. No kinks, critter interference, splitters, etc.

Possibly an aside from all of this, my internet connection is much slower than expected. Even hardwired directly to the modem, my speed never reaches above 130-150mbps. I realize getting to 1.2Ghz is unrealistic, but in my opinion this is slow for the most premium service offered.

One thing I have seen on these forums is receiving a "reprovisioning signal" from Xfinity. I admittedly am not entirely sure what this does, but I feel like I'm running out of options and this would be something that's worth a shot.

Please let me know if I can provide any additional details.

Expert

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110K Messages

2 years ago

Please also copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.

Visitor

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7 Messages

2 years ago

Downstream Bonded Channels

Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked 256 QAM 41 675.0 7.6 40.4 122 292
   2 Locked 256 QAM 13 507.0 6.3 40.1 248 319
   3 Locked 256 QAM 14 513.0 6.4 40.2 227 297
   4 Locked 256 QAM 15 519.0 6.4 40.2 268 340
   5 Locked 256 QAM 16 525.0 6.5 40.5 259 284
   6 Locked 256 QAM 17 531.0 6.8 40.5 224 297
   7 Locked 256 QAM 18 537.0 6.7 40.4 240 272
   8 Locked 256 QAM 19 543.0 7.0 40.7 200 335
   9 Locked 256 QAM 20 549.0 7.3 40.6 227 296
   10 Locked 256 QAM 21 555.0 7.3 40.7 225 277
   11 Locked 256 QAM 22 561.0 7.4 40.7 200 264
   12 Locked 256 QAM 23 567.0 7.4 40.9 197 282
   13 Locked 256 QAM 24 573.0 7.5 40.9 183 311
   14 Locked 256 QAM 25 579.0 7.2 40.8 221 313
   15 Locked 256 QAM 26 585.0 7.2 40.8 205 313
   16 Locked 256 QAM 27 591.0 7.1 40.7 192 327
   17 Locked 256 QAM 28 597.0 7.1 40.9 192 346
   18 Locked 256 QAM 29 603.0 7.1 40.8 215 283
   19 Locked 256 QAM 30 609.0 6.9 40.7 197 268
   20 Locked 256 QAM 31 615.0 6.8 40.6 210 268
   21 Locked 256 QAM 32 621.0 6.7 40.7 204 339
   22 Locked 256 QAM 33 627.0 6.7 40.5 214 282
   23 Locked 256 QAM 34 633.0 6.5 40.5 168 289
   24 Locked 256 QAM 35 639.0 6.6 40.4 254 310
   25 Locked 256 QAM 36 645.0 6.7 40.7 186 314
   26 Locked 256 QAM 37 651.0 6.8 40.5 207 277
   27 Locked 256 QAM 38 657.0 6.8 40.5 179 275
   28 Locked 256 QAM 39 663.0 7.1 40.7 200 304
   29 Locked 256 QAM 40 669.0 7.3 40.9 201 322
   30 Locked 256 QAM 42 681.0 7.5 40.9 195 365
   31 Locked 256 QAM 43 687.0 7.6 40.8 145 272
   32 Locked 256 QAM 44 693.0 7.7 40.7 133 308
   33 Locked OFDM 159 702.0 8.7 41.4 7260746 10

Upstream Bonded Channels 

Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Locked SC-QAM 2 5120 16.4 43.3
   2 Locked SC-QAM 3 5120 22.8 42.3
   3 Locked SC-QAM 4 5120 29.2 42.8
   4 Locked SC-QAM 5 5120 35.6 42.3
   5 Locked SC-QAM 6 2560 40.4 41.3

Expert

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110K Messages

2 years ago

The signal status values at that snapshot in time were good but the error log entries indicate that something is going on. Perhaps there is noise ingress into the line(s) /  an upstream channel / return path impairment somewhere.

There are other signal stat values that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.


I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS (Cable Modem Termination System) to check for any real-time degradation and / or error reports, see your node / cable plant, and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll the CMTS for those upstream receive signal stats.


You should get a reply here in your topic. Good luck !

Visitor

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7 Messages

Appreciate it! Glad to hear it's not something easily overlooked on my side...

Official Employee

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2.1K Messages

Hey @ShCh_1e303b. Let me take a look at the signals to see what I can find for you. 

Can you send us a private message with your full name, name of account holder (if different), and service address?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing 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

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

Expert

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110K Messages

@ShCh_1e303b​ 

My pleasure !

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

Visitor

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7 Messages

@XfinityEricB​ I have sent a message and linked back to this thread

(edited)

Visitor

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7 Messages

@XfinityEricB - Just wanted to note although I haven't had a response yet to my direct message... the issue is currently happening... I will keep it like this as long as I can. Just wasn't sure if anything is happening behind the scenes since the timing is uncanny

(edited)

Visitor

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2 Messages

2 years ago

I have basically the same issue. I had an older Motorola Surfboard modem and a Netgear WIFI router and was dropping connections a few times a week on both the 5 GHz and 2.4 GHz bands. I got tired of resetting both units, so I purchased a MT8733. Now about once a day the 2.4 GHz drops. I have quite a few smart devices (lights, appliances, alarm system) that only support the 2.4. When I try to reconnect to the 2.4 GHz channel my phone, computer, etc. sees the channel but can't connect to the internet (appears to let me connect to the modem, but with no internet). I power cycle it and everything is great for a while.

I need some help. Thanks.

Problem Solver

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770 Messages

Hello. Thank you for reaching out about some trouble you have been having with your connectivity. I can appreciate the need for help, when you are losing your connection. You have reached the right place for support. @user_a7358a, I will be happy to help dive into your connection from here and see if we can find a solution for you. Send me a direct message to get started. 

 

To send a "Direct Message":

Click "Sign In" if necessary

• Click the "Direct Message 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

I no longer work for Comcast.

Visitor

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1 Message

2 years ago

I have basically the same issue about once a day the 2.4 GHz drops. I have quite a few smart devices (lights, appliances, cameras) that only support the 2.4. When I try to reconnect to the 2.4 GHz channel my phone, computer, etc. sees the channel but can't connect to the internet (appears to let me connect to the modem, but with no internet). I power cycle it and everything is great for a while. Having a new baby soon and can not have this continue.

Visitor

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2 Messages

2 years ago

I am having the same problem with an MT8733 I purchased a month or two ago. I used to power cycle the box but found that through the Motorola motosync app I can turn off the 2.4 then turn it back on. 5 GHz seems much more stable, maybe reseting it once a month. The 2.4 is a daily occurrence. Interestingly, this seems to also reset the 5 GHz band since that drops out for a minute or so. I would like to figure out what is going on. I had an older Motorola SurfBoard modem and a Netgear WIFI router that also had the same issue with dropping the 2.4, that's why I changed to the MT8733 but saw no change. Also, same as user d9c807 above, when it drops it just seems to lose connection to the internet, but appears to talk between the device and the modem.

(edited)

Contributor

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340 Messages

Hello @user_a7358a I would be happy to perform some troubleshooting steps with you and check signals to your modem. Could you please send our team a direct message with your full name and full address?

 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 - As you are typing 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

 

I no longer work for Comcast. 

Visitor

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1 Message

Hi, Has this problem been resolved as I have the same issue with Motorola MT8733? If this was resolved, can someone share the solution? Thanks!

1 Message

@JMXYM​ Everyone keeps going to private messaging and NO ONE comes back and says this or that worked and these were the steps. Pointless thread

1 Message

agreed. any resolutions, anyone? anyone?

Visitor

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7 Messages

As the thread owner… I can say that I got confirmation that it was an issue with the modem itself and not the service. After I replaced my Motorola modem with a Netgear CAX80 I had no more issues. Likely not the answer everyone wants 

2 Messages

2 years ago

Same exact problem with Motorola router modem. 2.4 ghz stream disconnects every single night. Have to reconnect my nest thermostat and Firestick every single day. What’s going on? I need help.

Official Employee

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1.4K Messages

@C_ewoldt Our team can help you with your disconnect issues today. To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
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

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

 • 

7 Messages

2 years ago

As the thread owner… I can say that I got confirmation that it was an issue with the modem itself and not the service. After I replaced my Motorola modem with a Netgear CAX80 I had no more issues. Likely not the answer everyone wants 

(edited)

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