Regular Visitor
•
5 Messages
Multiple Disruptions in Service, CM600 Upstream/Downstream Issues
@ComcastJoeTru maybe you can help as I saw you on a similar post...
I have had multiple outages and consistently have connection issues with Xfinity not recognizing my CM600.
Xfinity is pointing at NetGear...NetGear pointing at Xfinity...and so on...
I have spoken to 4 Level 1 support agents and have done multiple reboots, resets, cable tightenings, etc.
NetGear
CM600
Firmware V1.01.21
Upstream Power is above 53 dBmV on all channels
Downstream has 20K to 30K collectables / uncollectables on all channels
I have multiple logs from parts of the day today....
|
||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
|
Time |
Priority |
Description |
|
2020-06-08, 12:35:35 |
Notice (6) |
Honoring MDD; IP provisioning mode = IPv6 |
|
2020-06-08, 12:35:31 |
Critical (3) |
No Ranging Response received - T3 time-out;CM-MAC=78:d2:94:92:38:60;CMTS-MAC=00:01:5c:a5:14:90;CM-QOS=1.0;CM-VER=3.0; |
|
2020-06-08, 12:35:08 |
Notice (6) |
Honoring MDD; IP provisioning mode = IPv6 |
|
2020-06-08, 12:34:57 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:d2:94:92:38:60;CMTS-MAC=00:01:5c:a5:14:90;CM-QOS=1.0;CM-VER=3.0; |
|
2020-06-08, 12:34:54 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=78:d2:94:92:38:60;CMTS-MAC=00:01:5c:a5:14:90;CM-QOS=1.0;CM-VER=3.0; |
|
2020-06-08, 12:34:53 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:d2:94:92:38:60;CMTS-MAC=00:01:5c:a5:14:90;CM-QOS=1.0;CM-VER=3.0; |
|
2020-06-08, 12:34:03 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=78:d2:94:92:38:60;CMTS-MAC=00:01:5c:a5:14:90;CM-QOS=1.0;CM-VER=3.0; |
|
2020-06-08, 12:34:02 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=78:d2:94:92:38:60;CMTS-MAC=00:01:5c:a5:14:90;CM-QOS=1.0;CM-VER=3.0; |
|
2020-06-08, 12:34:02 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:d2:94:92:38:60;CMTS-MAC=00:01:5c:a5:14:90;CM-QOS=1.0;CM-VER=3.0; |
|
2020-06-08, 12:34:00 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:d2:94:92:38:60;CMTS-MAC=00:01:5c:a5:14:90;CM-QOS=1.0;CM-VER=3.0; |
|
2020-06-08, 12:33:56 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=78:d2:94:92:38:60;CMTS-MAC=00:01:5c:a5:14:90;CM-QOS=1.0;CM-VER=3.0; |
|
2020-06-08, 12:33:55 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:d2:94:92:38:60;CMTS-MAC=00:01:5c:a5:14:90;CM-QOS=1.0;CM-VER=3.0; |
|
2020-06-08, 12:32:53 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=78:d2:94:92:38:60;CMTS-MAC=00:01:5c:a5:14:90;CM-QOS=1.0;CM-VER=3.0; |
|
2020-06-08, 12:32:38 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=78:d2:94:92:38:60;CMTS-MAC=00:01:5c:a5:14:90;CM-QOS=1.0;CM-VER=3.0; |
|
2020-06-08, 12:32:38 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:d2:94:92:38:60;CMTS-MAC=00:01:5c:a5:14:90;CM-QOS=1.0;CM-VER=3.0; |
|
2020-06-08, 12:32:36 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:d2:94:92:38:60;CMTS-MAC=00:01:5c:a5:14:90;CM-QOS=1.0;CM-VER=3.0; |
|
2020-06-08, 12:32:35 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=78:d2:94:92:38:60;CMTS-MAC=00:01:5c:a5:14:90;CM-QOS=1.0;CM-VER=3.0; |
|
2020-06-08, 12:32:33 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:d2:94:92:38:60;CMTS-MAC=00:01:5c:a5:14:90;CM-QOS=1.0;CM-VER=3.0; |
|
2020-06-08, 12:32:32 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=78:d2:94:92:38:60;CMTS-MAC=00:01:5c:a5:14:90;CM-QOS=1.0;CM-VER=3.0; |
|
2020-06-08, 12:32:30 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:d2:94:92:38:60;CMTS-MAC=00:01:5c:a5:14:90;CM-QOS=1.0;CM-VER=3.0; |
|
2020-06-08, 12:32:17 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=78:d2:94:92:38:60;CMTS-MAC=00:01:5c:a5:14:90;CM-QOS=1.0;CM-VER=3.0; |
|
2020-06-08, 12:32:15 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:d2:94:92:38:60;CMTS-MAC=00:01:5c:a5:14:90;CM-QOS=1.0;CM-VER=3.0; |
|
2020-06-08, 12:32:13 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=78:d2:94:92:38:60;CMTS-MAC=00:01:5c:a5:14:90;CM-QOS=1.0;CM-VER=3.0; |
|
2020-06-08, 12:32:06 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:d2:94:92:38:60;CMTS-MAC=00:01:5c:a5:14:90;CM-QOS=1.0;CM-VER=3.0; |
|
2020-06-08, 12:32:05 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=78:d2:94:92:38:60;CMTS-MAC=00:01:5c:a5:14:90;CM-QOS=1.0;CM-VER=3.0; |
|
2020-06-08, 12:31:55 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:d2:94:92:38:60;CMTS-MAC=00:01:5c:a5:14:90;CM-QOS=1.0;CM-VER=3.0; |
|
2020-06-08, 12:31:54 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=78:d2:94:92:38:60;CMTS-MAC=00:01:5c:a5:14:90;CM-QOS=1.0;CM-VER=3.0; |
|
2020-06-08, 12:31:52 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:d2:94:92:38:60;CMTS-MAC=00:01:5c:a5:14:90;CM-QOS=1.0;CM-VER=3.0; |
|
2020-06-08, 12:31:51 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=78:d2:94:92:38:60;CMTS-MAC=00:01:5c:a5:14:90;CM-QOS=1.0;CM-VER=3.0; |
|
2020-06-08, 12:31:50 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:d2:94:92:38:60;CMTS-MAC=00:01:5c:a5:14:90;CM-QOS=1.0;CM-VER=3.0; |
|
2020-06-08, 12:31:36 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=78:d2:94:92:38:60;CMTS-MAC=00:01:5c:a5:14:90;CM-QOS=1.0;CM-VER=3.0; |
|
2020-06-08, 12:31:19 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=78:d2:94:92:38:60;CMTS-MAC=00:01:5c:a5:14:90;CM-QOS=1.0;CM-VER=3.0; |
|
2020-06-08, 12:31:19 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:d2:94:92:38:60;CMTS-MAC=00:01:5c:a5:14:90;CM-QOS=1.0;CM-VER=3.0; |
|
2020-06-08, 12:31:09 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:d2:94:92:38:60;CMTS-MAC=00:01:5c:a5:14:90;CM-QOS=1.0;CM-VER=3.0; |
|
2020-06-08, 12:30:56 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=78:d2:94:92:38:60;CMTS-MAC=00:01:5c:a5:14:90;CM-QOS=1.0;CM-VER=3.0; |
|
2020-06-08, 12:30:53 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=78:d2:94:92:38:60;CMTS-MAC=00:01:5c:a5:14:90;CM-QOS=1.0;CM-VER=3.0; |
|
2020-06-08, 12:30:53 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:d2:94:92:38:60;CMTS-MAC=00:01:5c:a5:14:90;CM-QOS=1.0;CM-VER=3.0; |
|
2020-06-08, 12:30:29 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:d2:94:92:38:60;CMTS-MAC=00:01:5c:a5:14:90;CM-QOS=1.0;CM-VER=3.0; |
|
2020-06-08, 12:30:16 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=78:d2:94:92:38:60;CMTS-MAC=00:01:5c:a5:14:90;CM-QOS=1.0;CM-VER=3.0; |
|
2020-06-08, 12:29:55 |
Critical (3) |
SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:d2:94:92:38:60;CMTS-MAC=00:01:5c:a5:14:90;CM-QOS=1.0;CM-VER=3.0; |
|
|
|||||||||||||||||||||||||||||||||||||
|
|||||||||||||||||||||||||||||||||||||
EG
Expert
•
111.5K Messages
5 years ago
The upstream power is too high / out of spec. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, and latency problems.
In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test
If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.
0
0
bhackett10
Regular Visitor
•
5 Messages
5 years ago
OK I can try.
Just pulled this from my modem as well. No outage, but SNR lower than optimal yes?
I do have a splitter inside my apartment, will try to see if I can not use it and reconfigure.
0
0
EG
Expert
•
111.5K Messages
5 years ago
Everything is way out of spec. You have a terrible connection ! I don't know how you are even able to be online.
0
0
bhackett10
Regular Visitor
•
5 Messages
5 years ago
Yea, I have had two total disconnects this AM.
0
0
bhackett10
Regular Visitor
•
5 Messages
5 years ago
So cables, splitter I can check...is there anything I should be asking from Xfinity?
0
0
EG
Expert
•
111.5K Messages
5 years ago
I don't know if they will send one with the way things are right now, but as stated previously, you should have a tech out to investigate and correct the problem.
Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.
Good luck with it !
0