U

Visitor

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2 Messages

Thu, Jan 13, 2022 9:24 PM

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 

Contributor

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167 Messages

4 m 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.

EG

Expert

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93.7K Messages

4 m 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 !

Official Employee

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2.8K Messages

4 m 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

Visitor

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2 Messages

4 m 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.

XfinityChe

Official Employee

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6.3K Messages

Thanks for posting your update. We've got a follow up reminder set to reach out after your tech visit to make sure all is well on your end. If you need anything before then, please don't hesitate to reach out. We're available 24/7! 

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
XfinityDena

Official Employee

 • 

597 Messages

Hello! I hope you are doing well. How has everything been working since the technician appointment? 

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
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