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user_fsueip
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Thursday, December 28th, 2023 4:47 PM

Closed

Cut outs for 12hours every night.

Recently moved to a new build community and my service has been terrible. For the last two days we loose service completely at around 6pm and only get it back around 7.30am the following day. 

Bought a new router/modem to make sure it wasn't my equipment. Same thing. Dead between the mentioned times. Below is my event log. 

 Log  
  
 Time   Priority   Description 
 Thu Dec 21 17:30:19 2023    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; 
 Thu Dec 21 17:30:19 2023    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; 
 Thu Dec 21 17:30:20 2023    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; 
 Thu Dec 21 17:30:20 2023    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; 
 Thu Dec 21 17:30:23 2023    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Thu Dec 21 17:34:47 2023    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Thu Dec 21 17:34:48 2023    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Thu Dec 21 17:35:00 2023    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Thu Dec 21 17:35:01 2023    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Thu Dec 21 17:35:02 2023    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Thu Dec 21 17:35:03 2023    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Thu Dec 21 17:35:03 2023    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Fri Dec 22 03:30:08 2023    Critical (3)   Resetting the cable modem due to docsDevResetNow 
 Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Tue Dec 26 12:18:20 2023    Critical (3)   Resetting the cable modem due to docsDevResetNow 
 Tue Dec 26 18:20:51 2023    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; 
 Tue Dec 26 18:21:46 2023    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; 
 Tue Dec 26 18:21:46 2023    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; 
 Tue Dec 26 18:21:47 2023    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; 
 Tue Dec 26 18:21:47 2023    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; 
 Tue Dec 26 18:21:49 2023    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Wed Dec 27 07:36:11 2023    Critical (3)   Resetting the cable modem due to docsDevResetNow 
 Wed Dec 27 18:20:17 2023    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; 
 Wed Dec 27 18:21:07 2023    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; 
 Wed Dec 27 18:21:08 2023    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; 
 Wed Dec 27 18:21:10 2023    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Notice (6)   Honoring MDD; IP provisioning mode = IPv6 

Question

 • 

Updated 

2 years ago

 • Edited

65

2

0

BruceW

Gold Problem Solver

 • 

26.5K Messages

2 years ago

... we loose service completely at around 6pm and only get it back around 7.30am ...

The event log suggests that your equipment is losing contact with Comcast's network. Network connection problems 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 still need help, please post your Internet plan speed and the following information from your modem or gateway (from http://192.168.100.1 or http://10.0.0.1):

  • model number
  • uptime
  • downstream: power levels, SNR (or MER), and error counts for all channels
  • upstream: power levels for all channels

Copy and pasted text is preferred over images. Be aware that, if you post any images, your message will be made Private for a time, as all images must be approved by the Forum Moderators before the messages containing them become generally visible. Ideally signal stats for periods when the connection is working and when it is not would be most helpful.

If you can't find the problem or you'd rather have Comcast take care of it and an employee does not respond to your message here, 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.

(edited)

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0

XfinityDena

Official Employee

 • 

3.4K Messages

2 years ago

@user_fsueip I wanted to check in and see if you had completed any of the suggest troubleshooting and to see if you are still having the same issue.  

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