Visitor
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2 Messages
Repeated T3/Synch failures, MB8611
After upgrading to the MB8611 modem for gig speeds I have continuous T3 time-out errors and modem reboots.
modem is the only device in the house, new construction single line connection, no splitters.
here I have screen shots of download/upload and error log from modem showing T3 errors, there were many more but I cleared the logs to easily monitor problems.
I have seen numerous others with this issue and not sure if they have gotten it fixed or if there is a correction.
Somebody please help it's driving me crazy, connection can't seem to stay up more then like 10minutes.
I've already called customer service and they claim everything is fine
user_bb801b
Contributor
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167 Messages
3 years ago
Hey there, unfortunate situation at best. Have you tried chatting customer service agent when logged into Xfinity account website?
As alternative, Motorola has customer service https://www.motorola.com/us/mb8611/p
Just my .2 cents.
Thanks and good luck.
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EG
Expert
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110.3K Messages
3 years ago
@user_4d932c
Even though the signal stats looked o/k at that snapshot in time, the error log entries confirm 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 figures 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 can check the CMTS (Cable Modem Termination System) 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 for those upstream receive signal stats.
You should get a reply here in your topic. Good luck !
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CCMartin
Gold Problem Solver
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2.9K Messages
3 years ago
@user_4d932c
Hello! Thanks for posting your situation here on our Community boards. Our team is ready to help out. As our community states, something does look out of place in those logs. We will do our best to check into this from our side. Can you please private message our team your full name and full service address? To send the requested information:
• 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
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user_4d932c
Visitor
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2 Messages
3 years ago
Update: support set up a tech appointment in a few days, meantime connect has returned to incredibly unstable and unusable at most times...back to multiple disconnects an hour.
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