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MB8600 modem errors, Connection dropouts and Slow internet access

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Regular Visitor

MB8600 modem errors, Connection dropouts and Slow internet access

Hi:

 

This is a brand new modem 6Gbps modem that I just bought, having had to RMA a previous one of the same make back to Motorola, which was less than a year old ... yet the new modem is receiving the same errors as the old one. I've had speed and connectivity problems for a while now.

 

I've had techs come here twice already to look at the problem. The first tech replaced a wire from the pole outside my house to my junction(?) box. Looked at my internal setup as well and all looked good as no changes were made. Errors were reduced almost to nil for a day or so until they didn't.

 

A second tech came, made all the necessary checks, removed a splitter feeding my cable box and modem. Problems/errors 'disappeared' until he left ... but he said that on his way initially to my house, he monitored errors in my neighborhood and observed lots of errors on his remote monitor.

 

He said he'll monitor them to see if they continue but now it has been more than 2 weeks of slow speeds (upload and downloads) plus modem errors (lots of correctable/uncorrectable errors in the ODFM and regular channels). Motorola says this is definitely a Comcast issue that needs to be resolved by Comcast.

 

It's very frustrating to have our Zoom class sessions repeatedly freeze/lockup and disconnect due to poor connectivity issues. Surfing the internet can be a pain and website url's 'time-out' as they take forever to connect.

 

This problem has to be resolved immediately and ASAP. You need to send a specialist to track down the source of the problem in our neighborhood on our college campus and fix it. My issue is that you already know of these errors as seen from your remote diagnostics, yet you do not make any attempt to fix them. Why???

 

Help!

CONNECTION ERRORS

 

   Channel

Lock Status

Modulation

Channel ID

Freq. (MHz)

Pwr (dBmV)

SNR (dB)

Corrected

Uncorrected

   1

Locked

QAM256

12

525.0

8.7

47.1

0

0

   2

Locked

QAM256

1

459.0

8.4

47.1

0

0

   3

Locked

QAM256

2

465.0

8.4

47.1

0

0

   4

Locked

QAM256

3

471.0

8.5

46.9

0

0

   5

Locked

QAM256

4

477.0

8.5

46.8

0

0

   6

Locked

QAM256

5

483.0

8.5

47.1

0

0

   7

Locked

QAM256

6

489.0

8.5

46.9

0

0

   8

Locked

QAM256

7

495.0

8.6

46.8

0

0

   9

Locked

QAM256

8

501.0

8.6

46.9

0

0

   10

Locked

QAM256

9

507.0

8.7

47.0

0

0

   11

Locked

QAM256

10

513.0

8.6

46.9

0

0

   12

Locked

QAM256

11

519.0

8.7

47.0

0

0

   13

Locked

QAM256

13

531.0

8.7

47.1

0

0

   14

Locked

QAM256

14

537.0

8.8

46.9

0

0

   15

Locked

QAM256

15

543.0

8.7

46.9

0

0

   16

Locked

QAM256

16

549.0

8.7

47.0

0

0

   17

Locked

QAM256

17

555.0

8.6

47.1

0

0

   18

Locked

QAM256

18

561.0

8.6

46.9

0

0

   19

Locked

QAM256

19

567.0

8.3

46.6

0

0

   20

Locked

QAM256

20

573.0

7.6

46.0

0

0

   21

Locked

QAM256

21

579.0

5.0

43.7

0

0

   22

Locked

QAM256

22

585.0

5.8

44.2

0

0

   23

Locked

QAM256

23

591.0

8.6

46.3

57

279

   24

Locked

QAM256

24

597.0

9.5

46.7

73

277

   25

Locked

QAM256

25

603.0

9.8

47.1

0

0

   26

Locked

QAM256

26

609.0

9.8

47.1

21

0

   27

Locked

QAM256

27

615.0

9.9

47.1

0

0

   28

Locked

QAM256

28

621.0

10.0

47.1

0

0

   29

Locked

QAM256

29

627.0

10.0

47.2

0

0

   30

Locked

QAM256

30

633.0

10.1

47.2

0

0

   31

Locked

QAM256

31

639.0

10.1

47.2

0

0

   32

Locked

QAM256

32

645.0

10.3

47.2

0

0

   33

Locked

OFDM PLC

193

702.0

11.5

47.9

140034

3949

 

EVENT LOG

 

  Event Log

 

 

 

 


  

   

Time 

 

Priority 

 

Description 

   

04:50:04
Wed Nov 18 2020

 

Notice (6)

 

CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:6b:ee:ab;CMTS-MAC=00:90:f0:15:00:00;CM-QOS=1.1;CM-VER=3.1;

   

04:50:40
Wed Nov 18 2020

 

Notice (6)

 

CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:6b:ee:ab;CMTS-MAC=00:90:f0:15:00:00;CM-QOS=1.1;CM-VER=3.1;

   

05:45:08
Wed Nov 18 2020

 

Notice (6)

 

CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:6b:ee:ab;CMTS-MAC=00:90:f0:15:00:00;CM-QOS=1.1;CM-VER=3.1;

   

05:46:00
Wed Nov 18 2020

 

Notice (6)

 

CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:6b:ee:ab;CMTS-MAC=00:90:f0:15:00:00;CM-QOS=1.1;CM-VER=3.1;

   

05:47:49
Wed Nov 18 2020

 

Notice (6)

 

CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:6b:ee:ab;CMTS-MAC=00:90:f0:15:00:00;CM-QOS=1.1;CM-VER=3.1;

   

05:48:43
Wed Nov 18 2020

 

Notice (6)

 

CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:6b:ee:ab;CMTS-MAC=00:90:f0:15:00:00;CM-QOS=1.1;CM-VER=3.1;

   

05:49:10
Wed Nov 18 2020

 

Notice (6)

 

CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:6b:ee:ab;CMTS-MAC=00:90:f0:15:00:00;CM-QOS=1.1;CM-VER=3.1;

   

05:50:14
Wed Nov 18 2020

 

Notice (6)

 

CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:6b:ee:ab;CMTS-MAC=00:90:f0:15:00:00;CM-QOS=1.1;CM-VER=3.1;

   

05:51:29
Wed Nov 18 2020

 

Notice (6)

 

CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:6b:ee:ab;CMTS-MAC=00:90:f0:15:00:00;CM-QOS=1.1;CM-VER=3.1;

   

05:52:17
Wed Nov 18 2020

 

Notice (6)

 

CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:6b:ee:ab;CMTS-MAC=00:90:f0:15:00:00;CM-QOS=1.1;CM-VER=3.1;

   

05:53:07
Wed Nov 18 2020

 

Notice (6)

 

CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:6b:ee:ab;CMTS-MAC=00:90:f0:15:00:00;CM-QOS=1.1;CM-VER=3.1;

   

05:53:49
Wed Nov 18 2020

 

Notice (6)

 

CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:6b:ee:ab;CMTS-MAC=00:90:f0:15:00:00;CM-QOS=1.1;CM-VER=3.1;

   

07:12:58
Wed Nov 18 2020

 

Notice (6)

 

CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:6b:ee:ab;CMTS-MAC=00:90:f0:15:00:00;CM-QOS=1.1;CM-VER=3.1;

   

07:13:34
Wed Nov 18 2020

 

Notice (6)

 

CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=00:40:36:6b:ee:ab;CMTS-MAC=00:90:f0:15:00:00;CM-QOS=1.1;CM-VER=3.1;

 

Highlighted
Regular Contributor

Re: MB8600 modem errors, Connection dropouts and Slow internet access

It's nice to document things here, but you won't likely get any reply from Comcast here... Now, your modem levels look a bit off. I had similar errors and after removing a powered splitter my numbers got better, error log cleared up but still have uncorrected errors on some channel ID's, and my speeds actually got worse. So I will be calling Comcast out to the house soon.

 

Do you have multiple things on your COAX, using a splitter? powered splitter? get a quality non-powered splitter, test your signal numbers again. You should have POWER level as close to zero as possible and SNR of around 40-42. Your levels on these are both high, especially the SNR.

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Expert

Re: MB8600 modem errors, Connection dropouts and Slow internet access

FWIW, the SNR can never be too high. The higher, the better !



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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Highlighted
Regular Visitor

Re: MB8600 modem errors, Connection dropouts and Slow internet access

No splitters or anything else on the line. Its a direct shot from the outside juniton box to my modem.