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user_x5lk5s
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Saturday, June 7th, 2025

Frequent disconnects, high latency, s34 critical errors

Hi I had my upload fixed in this thread: https://forums.xfinity.com/conversations/customer-service/upload-speed-capped-at-40mbps-after-nextgen-upgrade/68402a2a5cfcb01f84c7ee5c 

Speeds down/up have been great since my other thread but I've been dealing with intermittent high latency / internet drops this week. Today 6/7 is especially bad with a few complete internet drops and a handful of "laggy" moments where it's just unresponsive for around 10 seconds.

Setup:

Arris S34

Ubiquiti Dream Router 7 2.5Gbps WAN port

PC: 2.5Gbps NIC

Things I've tried today:

1. Direct connection from the Arris S34 to my PC. Same exact speeds and behavior, Internet has high lag/disconnects every 20 minutes on average.

2. Rebooted everything: Arris S34, DR7, PC

3. Updated Realtek NIC drivers to current; removed power saving features

4. Replaced coax from the wall to the Arris with a brand new cable.

5. No outages reported in the area.

I do live in a very large apartment building. I imagine there are many physical connections at this site. I did not experience any lag/disconnects like this on my lower 800/25 plan that I had for 1 year in this building at this address on an S33. It was rock solid on that plan/modem.

Here are some of the modem events from a drop today:

06/07/2025 10:39:33 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW
06/07/2025 10:57:26 Critical No Ranging Response received - T3 time-out
06/07/2025 11:22:39 Notice CM-STATUS message sent. Event Type Code: 5
06/07/2025 11:27:40 Critical SYNC Timing Synchronization failure - Loss of Sync
06/07/2025 11:51:08 Critical No Ranging Response received - T3 time-out
06/07/2025 12:00:31 Critical SYNC Timing Synchronization failure - Loss of Sync
06/07/2025 12:02:27 Critical

SYNC Timing Synchronization failure - Loss of Sync
06/07/2025 12:02:41 Notice CM-STATUS message sent. Event Type Code: 16
06/07/2025 12:02:41 Critical SYNC Timing Synchronization failure - Loss of Sync
06/07/2025 12:03:15 Error TCS Fail on all Upstream Channels

If there is more information from the modem I can provide please let me know.

I was thinking about downgrading to a lower plan for stability but thought I'd ask for assistance here first.

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4 days ago

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XfinityThomasD

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3 months ago

 

user_x5lk5s Thanks for posting again on our Community Forums. Though I am sorry to see that you're back so soon from your last post, we are here to help! From our previous DM, I was able to review the account and see that there are quite a few uncorrectable errors coming through, as well as some minor issues with the Upstream Receiving Power. Both of these could be caused by interference or noise in the network lines coming to your home, and it may be best to have a technician check on this in person. If you'd like to go this route, please return to our previous DM, and we can help schedule an appointment.

 

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user_x5lk5s

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13 Messages

update - still experiencing high latency 2 months later.

(edited)

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2 months ago

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XfinityBenjaminM

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2.4K Messages

Thank you for the update! It sounds like things have improved drastically, which is great to hear. If you have any other issues with your services, please don't hesitate to reach out as needed.

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.
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2 months ago

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user_x5lk5s

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2 months ago

Been having a lot of high latency and around a disconnect per day since I posted. Just to update for now. A tech just came by. Took a reading from the coax and everything looked good. Opened the outlet and the cable/connector looked good. He went over to the splitter in the junction box and mentioned that the splitter and connector were old and replaced them. Mentioned the signal was a little better. He mentioned if there was repeat issues there may be an issue with the main apt building connection and to call again. I'll monitor for the week.

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XfinityBenjaminM

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Hi there! We've replied to you in DM.

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2 months ago

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user_x5lk5s

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13 Messages

2 months ago

After the tech left yesterday around 10am my connection has been rock solid up until a few minutes ago. 0 uncorrectables through yesterday and up to today. Then the internet just dropped today around 9:45 and I noticed the modem blinking green and then eventually re-connecting. Is this a modem issue? The time on the modem log is 1 hour behind btw.

Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
20 Locked 256QAM 513000000 Hz 8.5 dBmV 39.0 dB 108 953
28 Locked 256QAM 561000000 Hz 8.0 dBmV 39.0 dB 237 3000
36 Locked 256QAM 609000000 Hz 8.6 dBmV 38.6 dB 476 1844
44 Locked 256QAM 657000000 Hz 9.9 dBmV 40.9 dB 218 2068
13 Locked 256QAM 471000000 Hz 8.2 dBmV 39.0 dB 440 4048
14 Locked 256QAM 477000000 Hz 8.8 dBmV 40.9 dB 581 3870
15 Locked 256QAM 483000000 Hz 8.2 dBmV 39.0 dB 471 3958
16 Locked 256QAM 489000000 Hz 8.6 dBmV 38.6 dB 517 4001
17 Locked 256QAM 495000000 Hz 8.6 dBmV 40.4 dB 607 3961
18 Locked 256QAM 501000000 Hz 8.2 dBmV 39.0 dB 655 3794
19 Locked 256QAM 507000000 Hz 8.8 dBmV 40.4 dB 405 3065
21 Locked 256QAM 519000000 Hz 8.5 dBmV 39.0 dB 827 3763
22 Locked 256QAM 525000000 Hz 8.5 dBmV 38.6 dB 881 3655
23 Locked 256QAM 531000000 Hz 8.0 dBmV 39.0 dB 726 3790
24 Locked 256QAM 537000000 Hz 8.0 dBmV 38.6 dB 461 4284
25 Locked 256QAM 543000000 Hz 7.6 dBmV 39.0 dB 364 3967
26 Locked 256QAM 549000000 Hz 8.1 dBmV 39.0 dB 735 3622
27 Locked 256QAM 555000000 Hz 8.2 dBmV 39.0 dB 372 3981
29 Locked 256QAM 567000000 Hz 8.3 dBmV 38.6 dB 423 3807
30 Locked 256QAM 573000000 Hz 7.9 dBmV 39.0 dB 869 3654
31 Locked 256QAM 579000000 Hz 8.2 dBmV 38.6 dB 519 3921
32 Locked 256QAM 585000000 Hz 7.9 dBmV 38.6 dB 605 3798
33 Locked 256QAM 591000000 Hz 7.8 dBmV 39.0 dB 322 2948
34 Locked 256QAM 597000000 Hz 8.1 dBmV 38.6 dB 417 2943
35 Locked 256QAM 603000000 Hz 8.3 dBmV 39.0 dB 227 1917
37 Locked 256QAM 615000000 Hz 8.4 dBmV 39.0 dB 435 881
38 Locked 256QAM 621000000 Hz 8.3 dBmV 38.6 dB 100 1156
39 Locked 256QAM 627000000 Hz 8.9 dBmV 40.4 dB 105 1049
40 Locked 256QAM 633000000 Hz 8.5 dBmV 39.0 dB 378 1843
41 Locked 256QAM 639000000 Hz 9.2 dBmV 39.0 dB 101 1025
42 Locked 256QAM 645000000 Hz 9.4 dBmV 40.4 dB 113 1102
43 Locked 256QAM 651000000 Hz 9.3 dBmV 40.4 dB 36 118
193 Locked OFDM PLC 690000000 Hz 10.5 dBmV 43.0 dB 307099 77
194 Locked OFDM PLC 957000000 Hz 9.3 dBmV 43.0 dB 855708 168


Upstream Bonded Channels
Channel ID Lock Status US Channel Type Frequency Width Power
1 Locked SC-QAM 16400000 Hz 6400000 41.5 dBmV
4 Locked SC-QAM 35600000 Hz 6400000 41.3 dBmV
3 Locked SC-QAM 29200000 Hz 6400000 41.5 dBmV
2 Locked SC-QAM 22800000 Hz 6400000 41.5 dBmV
41 Locked OFDMA 36200000 Hz 44400000 32.5 dBmV

Date Time Event Level Description

06/20/2025 09:21:14 Notice 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=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:20:24 Critical No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:20:21 Notice CM-STATUS message sent. Event Type Code: 2; Chan ID: 15; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:20:16 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:20:05 Notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:20:00 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:16:35 Notice CM-STATUS message sent. Event Type Code: 21; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:15:46 Critical No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:15:44 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:15:44 Warning REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:15:42 Warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1

06/20/2025 09:15:34 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:15:19 Notice CMSTATUS:US_Diplexer_Mode_Change: [TLV-21.1], [5-85MHz].

06/20/2025 09:15:19 Notice CMSTATUS:DS_Diplexer_Mode_Change_Ignored: [TLV-21.3], [1002MHz].

06/20/2025 09:15:19 Notice CMSTATUS:DS_Diplexer_Mode_Change_Ignored: [TLV-21.2], [258MHz].

06/20/2025 09:15:19 Notice CMSTATUS:US_Diplexer_Mode_Change_Ignored: [TLV-9], [85MHz].

06/20/2025 09:15:13 Error TCS Fail on all Upstream Channels;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:15:12 Notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:15:09 Critical No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:15:09 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:15:06 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:15:06 Error TCS Fail on all Upstream Channels;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:15:02 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 28; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:15:01 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:15:01 Critical No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:14:58 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:14:58 Error TCS Fail on all Upstream Channels;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:14:57 Notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:14:52 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:14:47 Notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:14:44 Critical No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:14:40 Notice CM-STATUS message sent. Event Type Code: 2; Chan ID: 44; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:14:39 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:14:38 Notice CM-STATUS message sent. Event Type Code: 6; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:14:33 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:14:32 Critical No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:14:16 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 13; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:14:11 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:14:11 Error TCS Fail on all Upstream Channels;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:14:05 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:14:05 Error TCS Fail on all Upstream Channels;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:14:04 Notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:13:59 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:13:57 Notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:13:56 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:13:56 Notice CM-STATUS message sent. Event Type Code: 21; Chan ID: 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:13:54 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:13:53 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:13:37 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:13:36 Notice CM-STATUS message sent. Event Type Code: 2; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:13:35 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:13:34 Critical No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:13:33 Notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:13:33 Notice Successful LAN WebGUI login from 73.4.47.218 on 06/20/25 at 9:13 AM

06/20/2025 09:13:31 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:13:30 Critical No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:13:28 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:13:25 Notice CM-STATUS message sent. Event Type Code: 17; Chan ID: 20; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:13:21 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:13:21 Notice CM-STATUS message sent. Event Type Code: 2; Chan ID: 36; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:13:19 Critical No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:13:19 Warning Lost MDD Timeout;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:13:12 Critical No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:13:10 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:13:08 Critical No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:13:07 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:13:07 Notice CM-STATUS message sent. Event Type Code: 1; Chan ID: 13; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:13:07 Warning Lost MDD Timeout;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:13:07 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:12:56 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:12:56 Warning REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:12:51 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXX;CMTS-MAC=YYYY;CM-QOS=1.1;CM-VER=3.1;

06/20/2025 09:12:48 Warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1

(edited)

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XfinityBenjaminM

Official Employee

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2.4K Messages

It could be a slight hiccup, since this happened, has your connection been restored and remained working properly?

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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2 months ago

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user_x5lk5s

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13 Messages

Yes the modem was blinking green for a bit but now it's solid blue and I'm back online. Is there anything I can do to avoid this on my end? It dropped at a somewhat unfortunate time.

(edited)

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2 months ago

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XfinityBenjaminM

Official Employee

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2.4K Messages

As long as it doesn't keep happening, it could have just been a one-off incident. Which we know doesn't necessarily feel better, especially if you are in the middle of a game or a show. Keep an eye on it and if it happens again, you may need to consider swapping out hardware, but hopefully you won't need to do that.

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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2 months ago

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user_x5lk5s

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13 Messages

13 days ago

Just to update unfortunately this issue returned. Back on the S34 modem. Almost every single day without fail around 8a-12p I get extremely high latency (2000-5000+) which leads to timeouts in Teams calls, disconnects, basically an unresponsive connection for a few seconds every few minutes. This sometimes clears up by midday and then it's suddenly fine the rest of they day until next morning. Weekends are included in this issue.

Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
20 Locked 256QAM 513000000 Hz 7.0 dBmV 40.9 dB 0 0
28 Locked 256QAM 561000000 Hz 6.9 dBmV 40.4 dB 194 1964
36 Locked 256QAM 609000000 Hz 8.6 dBmV 43.4 dB 11751 73439
44 Locked 256QAM 657000000 Hz 9.1 dBmV 40.9 dB 4225 15413
13 Locked 256QAM 471000000 Hz 6.6 dBmV 40.9 dB 26370 158569
14 Locked 256QAM 477000000 Hz 6.4 dBmV 40.9 dB 28001 163259
15 Locked 256QAM 483000000 Hz 4.6 dBmV 39.0 dB 35417 185724
16 Locked 256QAM 489000000 Hz 4.9 dBmV 39.0 dB 39494 192024
17 Locked 256QAM 495000000 Hz 6.0 dBmV 40.4 dB 35794 188240
18 Locked 256QAM 501000000 Hz 6.3 dBmV 40.4 dB 31001 184609
19 Locked 256QAM 507000000 Hz 7.2 dBmV 40.9 dB 28134 180742
21 Locked 256QAM 519000000 Hz 7.0 dBmV 40.4 dB 30726 189120
22 Locked 256QAM 525000000 Hz 6.9 dBmV 40.9 dB 29691 178175
23 Locked 256QAM 531000000 Hz 6.3 dBmV 40.4 dB 29216 175724
24 Locked 256QAM 537000000 Hz 6.2 dBmV 40.4 dB 27065 177915
25 Locked 256QAM 543000000 Hz 6.4 dBmV 40.9 dB 26536 175188
26 Locked 256QAM 549000000 Hz 6.7 dBmV 40.9 dB 26454 173294
27 Locked 256QAM 555000000 Hz 7.0 dBmV 40.9 dB 25997 170666
29 Locked 256QAM 567000000 Hz 7.4 dBmV 40.9 dB 23258 164894
30 Locked 256QAM 573000000 Hz 7.3 dBmV 40.9 dB 23019 160457
31 Locked 256QAM 579000000 Hz 7.6 dBmV 40.9 dB 22337 154909
32 Locked 256QAM 585000000 Hz 7.5 dBmV 40.9 dB 21540 146874
33 Locked 256QAM 591000000 Hz 7.6 dBmV 40.9 dB 19560 130515
34 Locked 256QAM 597000000 Hz 8.0 dBmV 44.6 dB 17813 114728
35 Locked 256QAM 603000000 Hz 8.3 dBmV 40.9 dB 13297 83608
37 Locked 256QAM 615000000 Hz 8.4 dBmV 40.9 dB 8321 46795
38 Locked 256QAM 621000000 Hz 8.2 dBmV 40.9 dB 7716 39144
39 Locked 256QAM 627000000 Hz 8.7 dBmV 40.9 dB 5192 24125
40 Locked 256QAM 633000000 Hz 8.2 dBmV 40.4 dB 5680 29628
41 Locked 256QAM 639000000 Hz 8.5 dBmV 40.9 dB 6860 37915
42 Locked 256QAM 645000000 Hz 8.7 dBmV 40.9 dB 6826 34043
43 Locked 256QAM 651000000 Hz 8.5 dBmV 40.9 dB 4861 20655
193 Locked OFDM PLC 690000000 Hz 10.5 dBmV 46.0 dB 647402 119
194 Locked OFDM PLC 957000000 Hz 7.1 dBmV 45.0 dB 5820999 76553


Upstream Bonded Channels
Channel ID Lock Status US Channel Type Frequency Width Power
2 Locked SC-QAM 22800000 Hz 6400000 41.8 dBmV
4 Locked SC-QAM 35600000 Hz 6400000 41.3 dBmV
3 Locked SC-QAM 29200000 Hz 6400000 41.5 dBmV
1 Locked SC-QAM 16400000 Hz 6400000 42.0 dBmV
41 Locked OFDMA 36200000 Hz 44400000 32.8 dBmV

08/12/2025 07:47:19 Notice Successful LAN WebGUI login from  on 08/12/25 at 7:47 AM

08/12/2025 07:46:22 Notice CM-STATUS message sent. Event Type Code: 23; Chan ID: 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:46:00 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:45:36 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 44; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:44:07 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:43:46 Notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:39:18 Notice CM-STATUS message sent. Event Type Code: 23; Chan ID: 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:35:44 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:35:44 Error TCS Fail on all Upstream Channels;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:35:40 Notice CM-STATUS message sent. Event Type Code: 2; Chan ID: 13; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:35:38 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:35:36 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 36; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:35:35 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:35:34 Critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:35:31 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:35:30 Notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 15; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:35:24 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:35:24 Critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:35:23 Error TCS Fail on all Upstream Channels;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:35:22 Notice CM-STATUS message sent. Event Type Code: 2; Chan ID: 44; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:35:17 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:35:15 Notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 15; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:35:03 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:34:59 Notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:34:30 Error DBC-ACK not received;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:34:28 Notice US profile assignment change. US Chan ID: 41; Previous Profile: ; New Profile: 12.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:34:24 Notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 15; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:34:23 Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:34:23 Warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:34:04 Notice CM-STATUS message sent. Event Type Code: 17; Chan ID: 20; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:34:01 Critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:33:58 Notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:33:54 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:33:42 Notice CM-STATUS message sent. Event Type Code: 2; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:32:24 Notice CM-STATUS message sent. Event Type Code: 23; Chan ID: 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:32:17 Critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:32:14 Notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 15; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:32:14 Critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:32:09 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 36; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:32:07 Warning Lost MDD Timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:32:06 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:32:00 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 15; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:31:43 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:31:05 Notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:29:26 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:29:26 Error TCS Fail on all Upstream Channels;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:29:19 Notice CM-STATUS message sent. Event Type Code: 2; Chan ID: 36; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:29:14 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:29:10 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 30; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:28:50 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:28:50 Notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:28:49 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:28:36 Notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:28:33 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

08/12/2025 07:28:22 Critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

I've also tried a Ubiquity UCI modem for a week and did not resolve. 

I have a tech coming tomorrow but this is the second visit so I'm hoping they find something.

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user_8vsvcg

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and what did he find??

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4 days ago

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