U

Contributor

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26 Messages

Fri, Sep 3, 2021 12:12 PM

Closed

My mb8611 modem keeps rebooting even after the tech replaced all of the ends.

I have the Motorola mb8611 modem and it has been rebooting like every couple hours a day. A Comcast tech came out yesterday and replaced all of the ends. 1 end had suckout. After that I got my best speeds and for a few hours, it was great and then I lost connection. I check the modem online it listed that the modem was up 3 mins. 

I looked last night and saw this. Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received.

I woke up this morning and it had rebooted again with an uptime of about 4 mins. 

Contributor

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26 Messages

3 m ago

See event log from modem
[Image Removed: "Personal Information"]

(edited)

Contributor

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26 Messages

3 m ago

See startup log from modem

Contributor

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26 Messages

3 m ago

See upstream log from modem

Contributor

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26 Messages

3 m ago

See connection status and downstream log from modem

EG

Expert

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90.5K Messages

3 m ago

The downstream SNR's are too low. And they are completely out of spec on channels 1 through 8. As you can see there are uncorrectable bit errors on those channels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

Since you had a tech visit you may want to get them involved again until it gets fixed properly.

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.


Good luck !

New Poster

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5 Messages

2 m ago

I am having a similar issue with my MB8611. I have had three techs out, a new line run to my home AND did a warranty replacement on the 8611. It seems to be an issue with firmware or something else as I've had the same issue with two modems. I get frequent T3 timesouts, and the modem reboots itself. If I plug my old MB8600 back in, it will stay connected for months.

EG

Expert

 • 

90.5K Messages

@brianfoxgig

Please create a new topic of your own here on this board detailing your issue. Thanks. 

I am not a Comcast Employee.
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