S

Visitor

 • 

1 Message

Monday, September 23rd, 2024 4:36 PM

Random disconnects

Random disconnects past 3 weeks. Tech visited and blamed my router but all power levels and SNR look great. Seeing a lot of SYNC Timing Synchronization failure,   CM-STATUS message sent. Event Type Code: 16 and Code 24. Downstream SNR is 42 average with power at -4.5 and upstream is 44-46.8...ping diagnostic is consistent and speed is good. Can someone please explain to me how this is a problem with my modem? Thanks for input and advice.

Official Employee

 • 

1.4K Messages

1 month ago

Howdy SgtGoober

Thank you for getting us in the loop to help! I would like to take a look at the modem directly from our end to see if we can isolate the issue. 

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears.

Expert

 • 

106.9K Messages

1 month ago

@SgtGoober @XfinityThomasB 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

forum icon

New to the Community?

Start Here