1 Message
Internet Down 5+ Times an Hour for 30 Seconds Each
Hi I have the Gigbit Extra Xfinity package and recently my power went out in my house for a minute. Subsequently I lose internet for approximately 30 seconds 5+ times an hour. I work from home and cannot work in these conditions so I need a fix asap. I use an Arris Surfboard modem as well an an Orbi mesh network for my router with 1 satellite. Unplugging the router and modem for 15 minutes does not fix the issue. I have checked the event logs and consistently see these lines repeated every time the internet goes down. From my research I have found a common issue as this appears to be related to the ISP or potentially the firmware for the modem which is also controlled by the ISP. Please advise how to fix.
Also for what its worth a few months back I had the same issue for approximately a week but at a random point in time everything worked and remained constantly connected. This was not addressed to xfinity at the time.
31/12/1969 18:00:19 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;; [Edited: "Personal Information"]
31/12/1969 18:00:20 3 CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
31/12/1969 18:00:24 6 Honoring MDD; IP provisioning mode = IPv6
3/10/2024 11:15:28 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
3/10/2024 11:15:28 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
3/10/2024 11:15:28 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
BruceW
Gold Problem Solver
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25.9K Messages
2 days ago
The "SYNC Timing" entry indicates a problem with the link between your modem and Comcast's network. . The remaining entries appear to be normal "startup" entries after a reboot.
Network connection problems like this 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 the following information from your modem (from http://192.168.100.1):
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.
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.
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XfinityShawn
Official Employee
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921 Messages
13 hours ago
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