U

2 Messages

Friday, November 1st, 2024 8:10 PM

Closed

Intermittent connection - seeing "SYNC Timing Synchronization failure" in modem logs

I'm having an issue where the internet connection is dropping intermittently then takes a few minutes to come back on. I can see in my modem's logs that there's always a "SYNC Timing Synchronization failure" event around the same time this happens.

Also, I'm seeing a lot or Corrected and Uncorrected errors in my modem's Connection page. Current up-time is 48 minutes and there are 116113 Corrected and 2144 Uncorrected errors.

A tech came out last week and ran noticed an issue with the cable coming from the street-- the cable was supporting itself under tension, instead of being supported by a the guide-wire. The tech replaced my cable but mentioned that my neighbors have the same problem but did not reconnect theirs. My problem seems to have gotten worse since then.

Modem connection stats:

   Downstream Bonded Channels

   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 20 975.0 6.5 44.7 0 0
   2 Locked QAM256 1 387.0 3.5 44.3 0 0
   3 Locked QAM256 2 393.0 3.6 44.4 0 0
   4 Locked QAM256 3 399.0 3.6 44.5 0 0
   5 Locked QAM256 4 405.0 3.6 44.3 0 0
   6 Locked QAM256 5 411.0 3.7 44.5 0 0
   7 Locked QAM256 6 417.0 3.7 44.5 0 0
   8 Locked QAM256 7 423.0 3.7 44.5 0 0
   9 Locked QAM256 8 429.0 3.8 44.5 0 0
   10 Locked QAM256 9 435.0 3.8 44.6 0 0
   11 Locked QAM256 10 441.0 3.8 44.7 0 0
   12 Locked QAM256 11 447.0 3.9 44.6 0 0
   13 Locked QAM256 12 453.0 3.8 44.6 0 0
   14 Locked QAM256 13 459.0 3.9 44.6 0 0
   15 Locked QAM256 14 465.0 3.9 44.6 0 0
   16 Locked QAM256 15 471.0 3.9 44.6 0 0
   17 Locked QAM256 16 477.0 4.0 44.7 0 0
   18 Locked QAM256 17 957.0 7.0 45.0 0 0
   19 Locked QAM256 18 963.0 6.8 44.9 0 0
   20 Locked QAM256 19 969.0 6.6 44.8 0 0
   21 Locked QAM256 21 981.0 6.3 44.6 0 0
   22 Locked QAM256 22 987.0 6.2 43.1 0 0
   23 Locked QAM256 23 993.0 6.1 44.5 0 0
   24 Locked QAM256 24 999.0 5.9 44.0 0 0
   25 Locked OFDM PLC 193 774.0 7.4 45.7 116113 2144

   Upstream Bonded Channels

   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Locked SC-QAM 1 5120 16.4 38.0
   2 Locked SC-QAM 2 5120 22.8 38.5
   3 Locked SC-QAM 3 5120 29.2 39.0
   4 Locked SC-QAM 4 5120 35.6 39.0

Thanks :)

Accepted Solution

2 Messages

2 days ago

Solution: my modem was apparently bad and causing the problem. Replacing it fixed the problem.

Official Employee

 • 

1.2K Messages

17 days ago

Hello @user_8vwamb, Thanks so much for taking a moment out of your day to leave a post on our community forum. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

Expert

 • 

107.1K Messages

2 days ago

@user_8vwamb 

Thanks for the update. Glad to see it got squared away ! Now closing your marked "Solved" topic.

forum icon

New to the Community?

Start Here