New Poster
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5 Messages
New Motorola MB8611 Modem will not connect to Xfinity
New Motorola MB8611 Modem.
Spent 2 hours on the phone with Xfinity tech support trying to get this new modem to connect.
I currently have the $15 monthly rental modem/router unit. I have the router turned off and I am using a TP LINK AX1800 router which has a lot better WIFI coverage and better signal strength.
Anyway, after 2 hours, cycle power and factory reset, Xfinity gave up, and I had to reinstall the rental modem. All lights on modem cycle during power up and appear normal after a few minutes, the "Online" globe symbol is solid blue. the upstream/downstream arrows are solid blue.
NOTE:
I am using the same coax cable and same Ethernet cable. This is a simple swap, one coax, one Ethernet and power. Rental unit reconnected and I was back online.
Also, Xfinity wants user to use web application from Cell phone to setup modem. Without a working modem I have no WIFI. Want engineer thought this one through!!!, Takes about 30 minutes to get past the automated Xfinity answering service to get a real person. Not good, this should be a simple phone call change mac address and connect.
Log files in MB8611 modem show:
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
CM-MAC was correct I just put XX in place of numbers. CMTS-MAC is always 00. Which indicates to me something not correct on Xfinity side.
Jlavaseur
Problem Solver
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948 Messages
2 years ago
I had the same thing happen, tech couldn’t see my modem etc, I had just removed a xb8, finally he had me reboot my modem and magically he could see it…
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70stang
New Poster
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5 Messages
2 years ago
We rebooted the MB8611 twice, and did factory reset once, I can get the Xfinity screen on Computer and put in my phone number and the passcode they texted me but that is it. Some data is being passed but I cannot get on the internet with it.
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EG
Expert
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110K Messages
2 years ago
@70stang
FWIW here. It could be either side. It's 00 because the modem is not talking to the CMTS for whatever the reason may be, so it can't see / indicate the CMTS's MAC addy.
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70stang
New Poster
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5 Messages
2 years ago
I called Motorola support and they told me this happens all the time with Xfinity when activating via a phone call to tech support. Motorola told me to call back and ask for a supervisor and explain the situation and have the modem properly activated. I did this it took me 20 minutes to get a person on the phone and 10 minutes later my MB8611 was working.
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