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icekk007
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Thursday, August 1st, 2024 8:58 PM

Intermittent connection - SYNC Timing Synchronization failure and Lost MDD Timeout

Since July 18th, I have had intermittent internet connection. Bought a new router for troubleshooting. Disconnected all splitters, so the cable modem is connected to the Comcast feed. Had a Xfinity tech came. He found a filter was installed at the cable demarc box. He removed the filter and analyzed the signal quality. He identified a cut on the cable feed. He cut the affected cable segment and remade the connector. He also replaced some connectors at the cable demarc box. He then checked the signal quality from the cable feed. The signal quality was good. Unfortunately the internet connection kept dropping. It was worse from noon to 5 pm at a rate of 3-5 times per hour. In the evening, it dropped one time. No drop in connection from midnight to morning. On July 31st, I did a factory reset on the cable modem. Below is the latest cable signal quality and log, and the router log. Any suggestions are much appreciated.

Downstream Bonding Channel Value
Channel ID 38  39  40  41  42  43  44  45 
Frequency 645000000 Hz  651000000 Hz  657000000 Hz  663000000 Hz  669000000 Hz  675000000 Hz  681000000 Hz  687000000 Hz 
Signal to Noise Ratio 35 dB  35 dB  35 dB  35 dB  37 dB  36 dB  36 dB  37 dB 
Downstream Modulation QAM256  QAM256  QAM256  QAM256  QAM256  QAM256  QAM256  QAM256 
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
5 dBmV   5 dBmV   4 dBmV   4 dBmV   4 dBmV   3 dBmV   3 dBmV   4 dBmV  

Upstream Bonding Channel Value
Channel ID 33  36  35  34 
Frequency 16300000 Hz  35600000 Hz  29200000 Hz  22800000 Hz 
Ranging Service ID 13151  13151  13151  13151 
Symbol Rate 5.120 Msym/sec  5.120 Msym/sec  5.120 Msym/sec  5.120 Msym/sec 
Power Level 38 dBmV  40 dBmV  40 dBmV  39 dBmV 
Upstream Modulation [2] QPSK
[1] 16QAM
[3] 32QAM
 		 [2] QPSK
[1] 32QAM
[3] 64QAM
 		 [2] QPSK
[1] 32QAM
[3] 64QAM
 		 [2] QPSK
[1] 32QAM
[3] 64QAM
 
Ranging Status Success  Success  Success  Success 

Signal Status (Codewords) Bonding Channel Value
Channel ID 38  39  40  41  42  43  44  45 
Total Unerrored Codewords 811586222  811568264  811562453  811540752  811502586  811358813  811353865  811191015 
Total Correctable Codewords 986  888  858  902  2117  1385  1491  1036 
Total Uncorrectable Codewords 73161  118881  116155  95952  111285  130723  106492  98006 
Time Priority Code Message
Aug 01 2024 12:53:15 6-Notice N/A MDD Recovery following MDD Loss;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
Aug 01 2024 12:53:02 5-Warning T202.0 Lost MDD Timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
Aug 01 2024 12:52:37 3-Critical T05.0 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
Aug 01 2024 12:51:46 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
Aug 01 2024 12:51:37 6-Notice N/A MDD Recovery following MDD Loss;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
Aug 01 2024 12:51:36 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
Aug 01 2024 12:51:35 6-Notice N/A MDD Recovery following MDD Loss;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
Aug 01 2024 12:51:35 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
Aug 01 2024 12:50:30 5-Warning T202.0 Lost MDD Timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
Aug 01 2024 12:50:06 3-Critical T05.0 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
Aug 01 2024 12:38:56 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
Aug 01 2024 12:38:43 3-Critical T05.0 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
Aug 01 2024 12:33:08 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
Aug 01 2024 12:32:54 3-Critical T05.0 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
Aug 01 2024 12:26:42 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
Aug 01 2024 12:26:29 3-Critical T05.0 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
Aug 01 2024 12:13:16 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
Aug 01 2024 12:13:03 3-Critical T05.0 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
Aug 01 2024 11:54:34 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
Aug 01 2024 11:54:20 3-Critical T05.0 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

TP-Link Router AX3000 Log showing WAN disconnection and re-connection.

2024-08-01 13:53:43 Led Controller INFO [1454] Start to run WAN1_ON

2024-08-01 13:53:43 Led Controller INFO [1454] Start to run WAN0_OFF

2024-08-01 13:53:43 Led Controller INFO [1454] Start to run LAN_ON

2024-08-01 13:53:13 Led Controller INFO [1454] Start to run WAN1_OFF

2024-08-01 13:53:13 Led Controller INFO [1454] Start to run WAN0_ON

2024-08-01 13:53:13 Led Controller INFO [1454] Start to run LAN_ON

2024-08-01 13:51:43 Led Controller INFO [1454] Start to run WAN1_ON

2024-08-01 13:51:43 Led Controller INFO [1454] Start to run WAN0_OFF

2024-08-01 13:51:43 Led Controller INFO [1454] Start to run LAN_ON

2024-08-01 13:50:42 Led Controller INFO [1454] Start to run WAN1_OFF

2024-08-01 13:50:42 Led Controller INFO [1454] Start to run WAN0_ON

2024-08-01 13:50:42 Led Controller INFO [1454] Start to run LAN_ON

2024-08-01 13:49:42 Led Controller INFO [1454] Start to run WAN1_ON

2024-08-01 13:49:42 Led Controller INFO [1454] Start to run WAN0_OFF

2024-08-01 13:49:42 Led Controller INFO [1454] Start to run LAN_ON

2024-08-01 13:49:12 Led Controller INFO [1454] Start to run WAN1_OFF

2024-08-01 13:49:12 Led Controller INFO [1454] Start to run WAN0_ON

2024-08-01 13:49:12 Led Controller INFO [1454] Start to run LAN_ON

2024-08-01 13:20:49 Led Controller INFO [1454] Start to run WAN1_ON

2024-08-01 13:20:49 Led Controller INFO [1454] Start to run WAN0_OFF

2024-08-01 13:20:49 Led Controller INFO [1454] Start to run LAN_ON

2024-08-01 13:20:19 Led Controller INFO [1454] Start to run WAN1_OFF

2024-08-01 13:20:19 Led Controller INFO [1454] Start to run WAN0_ON

2024-08-01 13:20:19 Led Controller INFO [1454] Start to run LAN_ON

2024-08-01 13:07:31 Led Controller INFO [1454] Start to run WAN1_ON

2024-08-01 13:07:31 Led Controller INFO [1454] Start to run WAN0_OFF

2024-08-01 13:07:31 Led Controller INFO [1454] Start to run LAN_ON

2024-08-01 13:07:01 Led Controller INFO [1454] Start to run WAN1_OFF

2024-08-01 13:07:01 Led Controller INFO [1454] Start to run WAN0_ON

2024-08-01 13:07:01 Led Controller INFO [1454] Start to run LAN_ON

2024-08-01 09:59:40 Led Controller INFO [1454] Start to run WAN1_ON

2024-08-01 09:59:40 Led Controller INFO [1454] Start to run WAN0_OFF

2024-08-01 09:59:40 Led Controller INFO [1454] Start to run LAN_ON

2024-08-01 09:58:26 Led Controller INFO [1454] Start to run WAN1_OFF

2024-08-01 09:58:26 Led Controller INFO [1454] Start to run WAN0_ON

2024-08-01 09:58:26 Led Controller INFO [1454] Start to run LAN_ON

2024-08-01 09:58:22 Led Controller INFO [1454] Start to run WAN1_OFF

2024-08-01 09:58:22 Led Controller INFO [1454] Start to run WAN0_OFF

2024-08-01 09:58:22 Led Controller INFO [1454] Start to run LAN_ON

2024-08-01 09:57:20 Led Controller INFO [1454] Start to run WAN1_OFF

2024-08-01 09:57:20 Led Controller INFO [1454] Start to run WAN0_ON

2024-08-01 09:57:20 Led Controller INFO [1454] Start to run LAN_ON

2024-08-01 09:57:18 Led Controller INFO [1454] Start to run WAN1_OFF

2024-08-01 09:57:18 Led Controller INFO [1454] Start to run WAN0_OFF

2024-08-01 09:57:18 Led Controller INFO [1454] Start to run LAN_ON

2024-08-01 09:57:12 Led Controller INFO [1454] Start to run WAN1_OFF

2024-08-01 09:57:12 Led Controller INFO [1454] Start to run WAN0_ON

2024-08-01 09:57:12 Led Controller INFO [1454] Start to run LAN_ON

2024-08-01 09:56:56 Led Controller INFO [1454] Start to run WAN1_OFF

2024-08-01 09:56:56 Led Controller INFO [1454] Start to run WAN0_OFF

2024-08-01 09:56:56 Led Controller INFO [1454] Start to run LAN_ON

2024-08-01 09:53:41 Led Controller INFO [1454] Start to run WAN1_OFF

2024-08-01 09:53:41 Led Controller INFO [1454] Start to run WAN0_ON

2024-08-01 09:53:41 Led Controller INFO [1454] Start to run LAN_ON

2024-08-01 09:21:33 Led Controller INFO [1454] Start to run WAN1_ON

2024-08-01 09:21:33 Led Controller INFO [1454] Start to run WAN0_OFF

2024-08-01 09:21:33 Led Controller INFO [1454] Start to run LAN_ON

2024-08-01 09:21:18 Led Controller INFO [1454] Start to run WAN1_OFF

2024-08-01 09:21:18 Led Controller INFO [1454] Start to run WAN0_ON

2024-08-01 09:21:18 Led Controller INFO [1454] Start to run LAN_ON

2024-07-31 20:14:04 Led Controller INFO [1454] Start to run WAN1_ON

2024-07-31 20:14:04 Led Controller INFO [1454] Start to run WAN0_OFF

2024-07-31 20:14:04 Led Controller INFO [1454] Start to run LAN_ON

2024-07-31 20:13:49 Led Controller INFO [1454] Start to run WAN1_OFF

2024-07-31 20:13:49 Led Controller INFO [1454] Start to run WAN0_ON

2024-07-31 20:13:49 Led Controller INFO [1454] Start to run LAN_ON

2024-07-31 19:08:16 Led Controller INFO [1454] Start to run WAN1_ON

2024-07-31 19:08:16 Led Controller INFO [1454] Start to run WAN0_OFF

2024-07-31 19:08:16 Led Controller INFO [1454] Start to run LAN_ON

2024-07-31 19:08:01 Led Controller INFO [1454] Start to run WAN1_OFF

2024-07-31 19:08:01 Led Controller INFO [1454] Start to run WAN0_ON

2024-07-31 19:08:01 Led Controller INFO [1454] Start to run LAN_ON

Question

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Updated 

2 months ago

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XfinityDena

Official Employee

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2.3K Messages

2 months ago

Thank you for reaching out @icekk007 I am sorry to hear of the issues you are having since the appointment. What troubleshooting steps have you taken since the signal started to drop again? 

 

I also wanted to make sure you are aware that any time you need to troubleshoot our Xfinity app can assist you step by step. It is not just to pay your bill or to get notifications about interruptions. To learn how to troubleshoot in the future you can follow the link: https://www.xfinity.com/support/articles/using-xfinity-app. Honestly, it is the best app to date that we offer and super easy to use for all of your account needs!

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icekk007

2 Messages

@XfinityDena​ I power cycled the cable modem and router on  August 1st. Since then I have not had any issues. The cable modem log has shown no errors. I also notice that the Total Uncorrectable Codewords are much lower than before. I will continue to monitor the situation.

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2 months ago

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XfinityWilliam

Official Employee

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959 Messages

Let's take a closer look and see if we can find any issues on our end. 

Will you please send our team a direct message with your full name and full address?
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To send a "Direct Message" message:
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• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
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• Type your message in the text area near the bottom of the window
• Press Enter to send it

9, 3 (2022 Division)
Sounds good. I went ahead and sent the approval document to the number provided. Please look it over and ask any further questions. If everything looks good, please approve the document within 15 minutes.

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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