C

Visitor

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2 Messages

Wed, Sep 14, 2022 5:19 PM

Closed

MB8611 - SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK

Hello xFinity,

Adding one more person/data point to the MB8611 issue which I am also encountering.

Multiple times a day the connection drops and I need to manually reboot. This is very disruptive for someone working from home.
I have added the event logs below. (I obfuscated my MAC)

Thanks for your help.

    Time    Priority    Description 
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Notice (6)   Honoring MDD; IP provisioning mode = IPv6
    08:51:41
Wed Sep 14 2022
  Notice (6)   DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=00:xx:xx:xx:xx:xx;CMTS-MAC=00:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
    08:51:55
Wed Sep 14 2022
  Notice (6)   CM-STATUS message sent. Event Type Code: 16; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=00:xx:xx:xx:xx:xx;CMTS-MAC=00:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Accepted Solution

Visitor

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2 Messages

2 months ago

Support team determined a technician needed to come on site. Technician needed to remove two filters installed near wall coax entry point and where the cable was grounded outside the residence. Subsequently a reboot/reconfiguration message sent to the modem. Since then all is working.

XfinityJodie

Official Employee

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776 Messages

@Chris_ea5f78 We're happy to learn the visit went well. Thanks for sharing the final results. 

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Official Employee

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485 Messages

3 months ago

Hello @Chris_ea5f78! Thank you for reaching out on our community forum. We hate to see you're experiencing this issue, and we're happy to help. Could you please send our team a direct message with your full name and full address?

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