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Tuesday, May 21st, 2024 11:15 PM

Network connection drops multiple times a week

I have a Motorola MB8611 and have had no issues the first 18 months.  The last month have been getting multiple dropouts a day.  Looking at the cable modem during a dropout typically the downstream connection is flashing.  Below are all the details I have, but the OFDM PLC / 32nd channel sometimes exceeds -10dB, all the others look good from what I can tell.  Would I have better luck with a different cable modem?  The connection from Xfinity used to go through a 1x2 splitter and then I believe direct to the cable modem (no wall jack, just a plate with a hole that the cable comes through) but it's inside walls and not sure what happens.  This last weekend I took the splitter out and replaced with a simple "straight connector" and the OFDM channel got better by ~1dB, but now it seems to have regressed and just had another dropout.  Xfinity app says everything looks great with my connection.

Right now my ideas are:

  1. Buy a "better" cable modem.
  2. There are 4 different output cables where the cable comes in with only 1 connected right now.  I can try the other 3 cables to see if they have better signal.  Not ideal, as I have the cable modem in the house where I want it for various reasons.
  3. Drop Xfinity and go with a different provider

Any other ideas or suggestions?

Below are all the connection details I have access to, as well as the event logs from a dropout event earlier today.

Thank you in advance!

Connection
   Startup Sequence    
   Startup Step Status Comment

  
   Acquire Downstream Channel 507000000 Hz Locked
  
   Upstream Connection OK Operational
  
   Boot State OK Operational

  
   Configuration File OK
  
   Security Enabled BPI+
  


   Connection Status    
   System Up Time 3 days 04h:13m:23s  
  
   Network Access Allowed  
  


   Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 20 507.0 -6.7 37.4 1093 606
   2 Locked QAM256 4 405.0 -7.7 40.6 1280 537
   3 Locked QAM256 5 411.0 -8.0 40.5 1300 647
   4 Locked QAM256 6 417.0 -7.4 40.6 1363 594
   5 Locked QAM256 7 423.0 -7.6 40.3 999 369
   6 Locked QAM256 8 429.0 -8.7 39.3 1095 469
   7 Locked QAM256 9 435.0 -8.2 40.0 1338 588
   8 Locked QAM256 10 441.0 -7.1 40.8 1198 566
   9 Locked QAM256 11 447.0 -7.3 40.7 1018 484
   10 Locked QAM256 12 453.0 -7.1 39.8 1012 372
   11 Locked QAM256 13 459.0 -8.2 40.4 1134 375
   12 Locked QAM256 14 465.0 -8.8 40.0 1178 500
   13 Locked QAM256 15 471.0 -8.8 40.0 1137 469
   14 Locked QAM256 16 477.0 -8.8 40.1 962 366
   15 Locked QAM256 17 483.0 -8.3 40.1 879 289
   16 Locked QAM256 18 489.0 -8.7 40.0 1046 392
   17 Locked QAM256 19 495.0 -8.2 40.2 1067 467
   18 Locked QAM256 21 513.0 -6.4 40.2 1013 424
   19 Locked QAM256 22 519.0 -6.9 39.9 854 274
   20 Locked QAM256 23 525.0 -7.5 38.0 931 294
   21 Locked QAM256 24 531.0 -7.4 37.8 964 409
   22 Locked QAM256 25 537.0 -7.6 40.0 1080 389
   23 Locked QAM256 26 543.0 -8.1 40.0 1011 366
   24 Locked QAM256 27 549.0 -8.6 39.9 776 299
   25 Locked QAM256 28 555.0 -9.1 39.7 734 309
   26 Locked QAM256 29 561.0 -8.1 39.9 1008 352
   27 Locked QAM256 30 567.0 -7.6 40.0 962 333
   28 Locked QAM256 31 573.0 -7.7 39.8 851 324
   29 Locked QAM256 32 579.0 -7.2 40.2 689 234
   30 Locked QAM256 33 585.0 -7.3 40.1 1102 479
   31 Locked QAM256 34 591.0 -6.2 40.5 1177 477
   32 Locked OFDM PLC 48 850.0 -11.2 37.8 -1746655828 3878439


   Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Locked SC-QAM 6 2560 10.4 43.3
   2 Locked SC-QAM 7 5120 16.4 42.8
   3 Locked SC-QAM 8 5120 22.8 42.5
   4 Locked SC-QAM 9 5120 29.2 45.5
   5 Locked SC-QAM 10 5120 35.6 44.8
   6 Locked SC-QAM 12 2560 40.4 46.5


   Downstream Frequency Setting    
   Downstream Frequency Select   
  

  14:23:49
Tue May 21 2024
  Notice (6)   CM-STATUS message sent. Event Type Code: 16; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:24:23
Tue May 21 2024
  Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:27:24
Tue May 21 2024
  Notice (6)   CM-STATUS message sent. Event Type Code: 16; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:27:48
Tue May 21 2024
  Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:38:40
Tue May 21 2024
  Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:42:21
Tue May 21 2024
  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;
    14:42:24
Tue May 21 2024
  Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"]:72;CM-QOS=1.1;CM-VER=3.1;
    14:42:25
Tue May 21 2024
  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;
    14:42:27
Tue May 21 2024
  Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:42:28
Tue May 21 2024
  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;
    14:42:28
Tue May 21 2024
  Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:42:29
Tue May 21 2024
  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;
    14:42:39
Tue May 21 2024
  Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:42:40
Tue May 21 2024
  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;
    14:42:53
Tue May 21 2024
  Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:43:06
Tue May 21 2024
  Notice (6)   Honoring MDD; IP provisioning mode = IPv6
    14:43:17
Tue May 21 2024
  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;
    14:44:05
Tue May 21 2024
  Notice (6)   CM-STATUS message sent. Event Type Code: 16; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
    14:44:39
Tue May 21 2024
  Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

Official Employee

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1.3K Messages

24 days ago

 

heldwhat Hey there! Thank you so much for using our Forums for using our Xfnity Support Team. WE are happy to work with you on these connection issues today. To get started can we please get your complete name and service address? Here's the detailed steps to direct message us: 
• Click "Sign In" if necessary 
• Click the "Direct Message" 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
 
 

 

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