Visitor
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8 Messages
Modem dropping signal and producing error codes
My modem intermittently drops the internet connection and logs error codes. I have contacted Xfinity 3 times already. They have failed to correct this issue. I have replaced my Modem and Router already. All wires are correctly plugged in. Device has been rebooted. Has been interrogated by Xfinity.
I already spoke to a "supervisor" at Xfinity who said there was an issue on Xfinity's end, but didn't fix the issue. Xfinity needs to fix this or I am going to have to change providers. The most recent error logs are listed below.
See below:
| 05/08/2026 12:48:18 | Notice | CM-STATUS message sent. Event Type Code: 5; Chan ID: 19; DSID: N/A; Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM- |
05/08/2026 12:48:02 |
Warning | RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-M |
05/08/2026 12:48:00 |
Notice | CM-STATUS message sent. Event Type Code: 2; Chan ID: 13; DSID: N/A; Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC= |
05/08/2026 12:47:03 |
Critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[Edited: "Personal Information"];CMTS |
05/08/2026 12:45:41 |
Notice | CM-STATUS message sent. Event Type Code: 5; Chan ID: 20; DSID: N/A; Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MA |
05/08/2026 12:45:26 |
Critical | |
05/08/2026 12:45:17 |
Notice | |
05/08/2026 12:44:57 |
Critical | |
05/08/2026 12:43:38 |
Notice | |
05/08/2026 12:43:17 |
Critical | |
05/08/2026 12:43:16 |
Critical | |
05/08/2026 12:42:07 |
Warning | |
05/08/2026 12:42:07 |
Notice | |
05/08/2026 12:42:04 |
Warning | |
05/08/2026 12:42:03 |
Notice | |
05/08/2026 12:41:59 |
Critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MATS- |
05/08/2026 12:38:33 |
Notice | CM-STATUS message sent. Event Type Code: 5; Chan ID: 32; DSID: N/A; : N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC= |
| Procedure | Status | Comment |
| Acquire Downstream Channel | 543000000 Hz | Locked |
| Connectivity State | OK | Operational |
| Boot State | OK | Operational |
| Configuration File | OK | |
| Security | Enabled | BPI+ |
| DOCSIS Network Access Enabled | Allowed |
| Downstream Bonded Channels | |||||||
|---|---|---|---|---|---|---|---|
| Channel ID | Lock Status | Modulation | Frequency | Power | SNR/MER | Corrected | Uncorrectables |
| 20 | Locked | 256QAM | 495000000 Hz | -4.1 dBmV | 40.9 dB | 16071 | 119287 |
| 28 | Locked | 256QAM | 543000000 Hz | -4.7 dBmV | 40.9 dB | 1173 | 6703 |
| 36 | Locked | 256QAM | 591000000 Hz | -4.9 dBmV | 40.4 dB | 1095 | 7861 |
| 44 | Locked | 256QAM | 639000000 Hz | -5.0 dBmV | 40.9 dB | 20294 | 133251 |
| 13 | Locked | 256QAM | 453000000 Hz | -3.7 dBmV | 40.9 dB | 30215 | 174020 |
| 14 | Locked | 256QAM | 459000000 Hz | -3.7 dBmV | 40.9 dB | 35448 | 202407 |
| 15 | Locked | 256QAM | 465000000 Hz | -3.8 dBmV | 40.9 dB | 34214 | 209103 |
| 16 | Locked | 256QAM | 471000000 Hz | -3.8 dBmV | 40.9 dB | 30978 | 183245 |
| 17 | Locked | 256QAM | 477000000 Hz | -4.0 dBmV | 40.4 dB | 32574 | 195569 |
| 18 | Locked | 256QAM | 483000000 Hz | -4.3 dBmV | 40.9 dB | 31758 | 202957 |
| 19 | Locked | 256QAM | 489000000 Hz | -4.3 dBmV | 40.9 dB | 31924 | 199804 |
| 21 | Locked | 256QAM | 501000000 Hz | -4.2 dBmV | 40.4 dB | 25107 | 151621 |
| 22 | Locked | 256QAM | 507000000 Hz | -4.3 dBmV | 40.9 dB | 27343 | 173659 |
| 23 | Locked | 256QAM | 513000000 Hz | -4.1 dBmV | 40.9 dB | 27761 | 180920 |
| 24 | Locked | 256QAM | 519000000 Hz | -4.0 dBmV | 40.9 dB | 26253 | 163822 |
| 25 | Locked | 256QAM | 525000000 Hz | -4.3 dBmV | 40.9 dB | 24960 | 165783 |
| 26 | Locked | 256QAM | 531000000 Hz | -4.4 dBmV | 40.9 dB | 27903 | 175050 |
| 27 | Locked | 256QAM | 537000000 Hz | -4.5 dBmV | 40.4 dB | 21273 | 146135 |
| 29 | Locked | 256QAM | 549000000 Hz | -4.8 dBmV | 40.9 dB | 26981 | 177462 |
| 30 | Locked | 256QAM | 555000000 Hz | -4.7 dBmV | 40.4 dB | 25527 | 166917 |
| 31 | Locked | 256QAM | 561000000 Hz | -4.9 dBmV | 40.4 dB | 21112 | 147770 |
| 32 | Locked | 256QAM | 567000000 Hz | -5.2 dBmV | 40.4 dB | 25113 | 160455 |
| 33 | Locked | 256QAM | 573000000 Hz | -5.2 dBmV | 40.4 dB | 24623 | 170348 |
| 34 | Locked | 256QAM | 579000000 Hz | -5.0 dBmV | 40.9 dB | 25130 | 168509 |
| 35 | Locked | 256QAM | 585000000 Hz | -5.0 dBmV | 40.9 dB | 23000 | 154819 |
| 37 | Locked | 256QAM | 597000000 Hz | -4.7 dBmV | 40.9 dB | 24301 | 165226 |
| 38 | Locked | 256QAM | 603000000 Hz | -4.4 dBmV | 40.4 dB | 25237 | 163210 |
| 39 | Locked | 256QAM | 609000000 Hz | -4.9 dBmV | 40.4 dB | 23356 | 163910 |
| 40 | Locked | 256QAM | 615000000 Hz | -4.9 dBmV | 40.4 dB | 23680 | 150193 |
| 41 | Locked | 256QAM | 621000000 Hz | -5.4 dBmV | 39.0 dB | 21738 | 146838 |
| 42 | Locked | 256QAM | 627000000 Hz | -5.5 dBmV | 39.0 dB | 19505 | 122645 |
| 43 | Locked | 256QAM | 633000000 Hz | -5.4 dBmV | 40.4 dB | 107748 | 133191 |
| 193 | Locked | OFDM PLC | 722000000 Hz | -5.4 dBmV | 43.0 dB | 914299611 | 955 |
| 194 | Locked | OFDM PLC | 957000000 Hz | -6.0 dBmV | 42.0 dB | 1572587528 | 238 |
| Upstream Bonded Channels | ||||||
|---|---|---|---|---|---|---|
| Channel ID | Lock Status | US Channel Type | Frequency | Width | Power | |
| 3 | Locked | SC-QAM | 29200000 Hz | 6400000 | 44.5 dBmV | |
| 4 | Locked | SC-QAM | 35600000 Hz | 6400000 | 44.8 dBmV | |
| 1 | Locked | SC-QAM | 16400000 Hz | 6400000 | 43.8 dBmV | |
| 2 | Locked | SC-QAM | 22800000 Hz | 6400000 | 43.8 dBmV | |
XfinityAmandaB
Official Employee
•
3.1K Messages
4 hours ago
@user_8t4x6o Thank you so much for stopping in for help with these connection issues you have been dealing with.
Any unstable connection should not be what you expect from your connection, so we appreciate the chance to help. I know you have been working with us already from the details in your post. With the errors you are seeing, my first recommendation normally would be to use the Xfinity assistant to help diagnose the issue since it is great at picking up network-related connection issues and helping with next steps like getting a tech out. Since you have been working with us, let me ask when your last tech appointment was?
How recently was the modem change you mentioned?
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