8 Messages
MB8611 rebooting regularly
I have a Motorola MB8611 modem which is on the Xfinity Approved 3rd party list.
3 or 4 times per day, the modem disconnects from the Internet. This usually happens on the quarter past the hour or half past the hour. (+- approx one minute)
I have a script running to monitor
CONNECTION ACQUIRED
connection acquired at: 2024-08-16 21:18:12
monitoring started at: 2024-08-16 21:18:12
disconnected at: 2024-08-17 09:14:35
connected again: 2024-08-17 09:16:34
connection was unavailable for: 0:01:59
disconnected at: 2024-08-17 12:29:26
connected again: 2024-08-17 12:31:09
connection was unavailable for: 0:01:43
disconnected at: 2024-08-18 08:29:23
connected again: 2024-08-18 08:31:27
connection was unavailable for: 0:02:04Event Log (one hour off from my script)
Attached is what I see on the Modem Connection page a few minutes after the modem comes back online.
Is there anything unusual here?
I do have a good quality splitter going for the TV signal and the internet signal. I replaced it based on other conversations I saw on this support forum but that did not help.
Has anyone else been able to solve this problem?
Thanks in advance for your help.
XfinityEmilyB
Official Employee
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1.7K Messages
3 months ago
@user_52qoiy Thank you for reaching out so we can help with your internet stability. I rely on my internet every day for school and work so I know it's important to have a a strong connection. Have you checked the coax cable at the back of the modem and the coax wall plate? Are both ends securely tightened? Are you using a router alongside your modem?
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BruceW
Gold Problem Solver
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26K Messages
3 months ago
The downstream power levels and SNR values are borderline to out of spec (too low), and the upstream power levels are also out of spec (too high). Network connection problems like this are often due to poor coax connections or damaged coax cable, usually in or near your home. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power.
If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you can't find the problem or you'd rather have Comcast take care of it, respond to the employee's message above, or call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.
If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit (approx $100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
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user_52qoiy
8 Messages
3 months ago
Thanks BruceW. That is useful information.
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user_52qoiy
8 Messages
3 months ago
Quick update - I found two separate 3 way splitters under the house. I have isolated the cables that feed the cable modem and disconnected the rest. The cables still go through one 3-way splitter (with nothing else connected) as I currently do not have a way to join them.
There is not much difference in power or SNR however.
I plan to find a cable joiner to see if that makes a difference.
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user_52qoiy
8 Messages
3 months ago
After removing the extra 3-way splitter and using a coax joiner instead, I think these numbers look better.
Upstream power level is a little over on 2 channels but not as bad as before.
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