Visitor
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6 Messages
Service dropouts with MB8600
Hi there,
I am getting intermittent internet service dropouts.
After restring my modem (MB8600) and log in I get the following error messages:
in addition, here are screenshots of the connection tab:
Contacted Xfinity chat and was told I need to create a post first before they can help me...
I appreciate your feedback and help.
Thanks.
PS: Service is 1Gb in case its relevant.
XfinityAmandaB
Official Employee
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1.6K Messages
3 days ago
@user_finChs Thank you so much for your post on your connection issues. The images may need review by a mod but just with the modem model and speed, I see an issue. The MB8600 we have rated to support up to 949Mbps, and you stated you have our 1 GB speed. When using a modem that is not rated to fully support the speed being sent it will cause a few issues. Most commonly a slower-than-normal connection and the modem may become overworked causing resets. Check out all the 3rd party approved modems we support along with the speeds we know they can use on our network. To see a full list if you click the blue tile at the bottom to view all Compatible devices this will pull up a PDF for you. Once you are using a modem we know that can support your speed we can check more into your issues with you.
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user_finChs
Visitor
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6 Messages
2 days ago
I don't really understand your comment... why would a modem that is rated "lower" than the speed I pay for affecting intermittent service dropouts?
should it not just limit my speed if that is the issue?
are my power levels and SNR levels ok?
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EG
Expert
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107K Messages
2 days ago
@user_finChs
This may or may not be the root cause of the problem (YMMV) but it should be addressed regardless.
The downstream power is on the low side and it may be intermittently fluctuating even lower to out of spec levels. And the upstream power is on the high side (almost out of spec on channel #5). That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.
In an effort to try to obtain better connectivity / more wiggle room, check to see if there are any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage from Home Depot, Target, Wal-Mart, etc. Splitters should be swapped with known to be good / new ones to test.
Also check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, etc.
If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.
Good luck with it !
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