Visitor
•
1 Message
Frequent disconnects with QAM Sync and UCD Errors, requesting escalation
I am experiencing frequent line disconnects (several per day) at suspicious times (always exactly at 15-minute intervals on the hour e.g. 11:15am, 9:30pm, etc). My modem logs correlate to the outages with these error messages:
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
UCD invalid or channel unusable
Despite these errors, my signal levels currently appear healthy:
Upstream Power: 42.0 dBmV
Downstream SNR: 44.7 dB
These logs clearly indicate upstream RF issues or intermittent ingress, even though the current signal looks clean. I have already verified:
No splitters or loose coax connections
Clean Ethernet to router
No rogue DHCP or IP conflicts affecting WAN stability
The phone support system keeps redirecting me without connecting to an agent. I am requesting an escalation to tier 2 support who can fix the Comcast network issue causing these outages.
Please advise next steps or initiate a direct message conversation to resolve this.
Thanks,
Paul
XfinityJanelle
Official Employee
•
1.5K Messages
2 days ago
Hey @paulfri , Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to reach out regarding the frequent disconnects of your service. I would be more than happy to offer my assistance looking into this further for you. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.To send a "Direct Message":
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it
0
0
EG
Expert
•
110.7K Messages
2 days ago
Concern moved here to the Home Networking help section.
0
0
EG
Expert
•
110.7K Messages
2 days ago
@paulfri @XfinityJanelle
Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
0
0