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user_jzpnd3
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Wednesday, October 11th, 2023 6:28 PM

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SYNC Timing Synchronization failure - Failed to acquire FEC framing

Hello - 

In early September after Hurricane Idalia, we had Xfinity come out because our overhead cable was down.  Service was fine, but the cable was across our neighbor's driveway and was a safety issue.

When the tech came out, he told me that there was something wrong with the service levels and he found that the problem was before it came into the house.  So he re-ran a line and Xfinity came back out a few days later to bury it from the pole to the back of our house.  Ever since the new line was installed, we've been having problems with our internet where Google Mail, as an example will report that it's offline and then a few minutes later will reconnect.  Or a page I'm trying to browse will result in a "not connected" error and after a few refreshes, will pop up.  Typical Xfinity speed test shows ~25 mbps download and ~20 mbps upload, latency 35 ms.  

Today, I checked out the event log for my Motorola and found several "critical" priority events with "SYNC Timing Synchronization failure - Failed to acquire FEC framing" as the description.  There are others as well, but this is the most common.

Does this indicate that there is still a problem with the service coming into the house?  I'm on a Mac and don't have a device with an ethernet port to test the connection after bypassing the router.  If anyone has any troubleshooting tips for me to help determine if I need to have Xfinity come back out, I'd greatly appreciate it!

Question

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Updated 

2 years ago

1.8K

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0

BruceW

Gold Problem Solver

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26.4K Messages

2 years ago

... Does this indicate that there is still a problem with the service coming into the house? ...

Could be, but we need more information. Please post your Internet plan speed and the following information from your modem or gateway (from http://192.168.100.1:

  • model number
  • uptime
  • downstream: power levels, SNR (or MER), and error counts for all channels
  • upstream: power levels for all channels
  • complete event log (Be sure to remove or blot out any MAC addresses. Forum security processing considers them "personal information" and may prevent the event log from posting if these are present.)

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.

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.

(edited)

0

0

user_cuqsnh

8 Messages

2 years ago

Thanks for taking a look!

Internet: Download as fast as 800 Mbps (from statement)

Model number:  Motorola AC1900 Router

For the event log below, when MAC address was all zeroes, I left it as is since this is not identifiable and could be helpful.  Otherwise, I replaced the MAC address with "XXX".

 

Acquire Downstream Channel 405000000 Hz Locked
  
   Upstream Connection OK Operational
  
   Boot State OK Operational

  
   Configuration File OK
  
   Security Enabled BPI+
  
Connection Status    
   System Up Time 12 days 08h:00m:41s
NOTE:  the hurricane was end of August, more than 12 days ago, but I think we've had a power outage since then.		  
  
   Network Access Allowed  
  
Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
1 Locked QAM256 38 405.0 2.2 40.5 9 0
2 Locked QAM256 39 411.0 2.2 40.5 0 0
3 Locked QAM256 40 417.0 1.7 40.2 0 0
4 Locked QAM256 41 423.0 2.1 40.5 0 0
5 Locked QAM256 42 429.0 2.0 40.3 0 0
6 Locked QAM256 43 435.0 1.9 40.3 0 0
7 Locked QAM256 44 441.0 2.0 40.6 28219 2987
8 Locked QAM256 45 453.0 2.1 40.4 0 0
9 Locked QAM256 33 459.0 2.2 40.4 31836 5972
10 Locked QAM256 34 465.0 2.0 40.4 33421 7714
11 Locked QAM256 35 471.0 1.7 40.3 31095 13421
12 Locked QAM256 36 477.0 2.1 40.5 30904 4027
13 Locked QAM256 1 483.0 1.7 40.3 33120 11583
14 Locked QAM256 2 489.0 1.7 40.3 32053 7937
15 Locked QAM256 3 495.0 1.8 40.5 30497 3600
16 Locked QAM256 4 501.0 1.8 40.3 31850 7178
Total             283004 64419


   Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
1 Locked ATDMA 1 5120 35.6 50.8
2 Locked ATDMA 2 5120 29.2 51.0
3 Locked ATDMA 3 5120 22.8 51.0
4 Locked ATDMA 8 5120 16.4 50.8

Log  
  
 Time   Priority   Description 
 Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=XXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=XXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=XXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=XXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=XXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Critical (3)   No UCDs Received - Timeout;;CM-MAC=XXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Fri Sep 01 14:00:16 2023    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0; 
 Fri Sep 01 14:00:38 2023    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0; 
 Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.0;CM-VER=3.0; 
 Fri Sep 01 15:19:01 2023    Critical (3)   Resetting the cable modem due to docsDevResetNow 
 Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.0;CM-VER=3.0; 
 Tue Sep 05 13:21:03 2023    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0; 
 Tue Sep 05 13:23:36 2023    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0; 
 Tue Sep 05 13:23:36 2023    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0; 
 Tue Sep 05 13:24:04 2023    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0; 
 Tue Sep 05 13:24:04 2023    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0; 
 Tue Sep 05 13:24:25 2023    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0; 
 Tue Sep 05 13:24:25 2023    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0; 
 Tue Sep 05 13:25:02 2023    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0; 
 Tue Sep 05 13:25:02 2023    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0; 
 Tue Sep 05 13:25:04 2023    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=XXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Critical (3)   No UCDs Received - Timeout;;CM-MAC=XXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Notice (6)   Honoring MDD; IP provisioning mode = IPv6 
 Fri Sep 29 14:44:30 2023    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0; 
 Fri Sep 29 14:44:33 2023    Warning (5)   MDD message timeout;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0; 

1

0

user_cuqsnh

8 Messages

Also, I just noticed that I posted this from the other account owner's account, which is why my response above is not showing as from user_jzpnd3

.

2 years ago

0

BruceW

Gold Problem Solver

 • 

26.4K Messages

2 years ago

"AC1900" is not a model number, it's a Wifi designation. You can check which device model numbers are approved for a given Internet plan speed at https://www.xfinity.com/support/devices. (Something strange is happening on that page. Before today, it listed "All Compatible Devices", but now it only lists "Recommended Devices", a drastically reduced number. Hmmmmmm.)

But aside from that, the downstream power levels and SNR values look good, although the error counts seem high for 12 days of operation. But the upstream specs are borderline to out of spec (too high), and the event log entries show a device struggling to maintain connection to Comcast's network.

If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. It may well be that Comcast messed something up when they installed the replacement line, in which case you'd need to have them back out to correct the problem. If they determine that the problem is inside rather than outside 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).

Good luck!

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.

2

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user_cuqsnh

8 Messages

@BruceW​ - Sorry, the model is MG7550.  Thanks for this information.  I'll try the troubleshooting, but I'm wondering if you can comment on this specific device.  When I go to the recommended devices, it shows my device as selected on the left side of the page and then three columns of recommended devices.  I can't tell if my device is one of the recommended devices or if Xfinity is recommending something else.

2 years ago

0

zandor60657

Contributor

 • 

204 Messages

Your Motorola MG7550 is currently supported but will be going out of support in the next big wave of retirements.  It's a 16x4 DOCSIS 3.0 modem, so pretty low end at this point or hopefully more like pretty old and you've gotten your $'s worth.  I bought a 24x8 DOCSIS 3.0 in 2017.  The better DOCSIS 3.0 modems are 32x8, and even those will be going bye bye in favor of DOCSIS 3.1. Could take a few years and likely will.  Comcast no longer recommends any modem/router that isn't DOCSIS 3.1, though for now a wide range of DOCSIS 3.0 devices are still supported.  That said, would you recommend a product to customers you were going to obsolete in a few years?  In other words your modem should work just fine for now as long as you're on an appropriate service plan.

That said what speed are you supposed to be getting?  What's your plan speed?  If your plan speed is higher than what your device is rated for you may see severely degraded performance.  Your MG7550 is rated for up to 373Mbps down, but if you have a faster plan than that you can end up with much slower speeds than your plan.  Comcast has settings for each supported modem but only for supported speeds.  If your plan is too fast for your modem you'll end up with incorrect settings and the result can be really slow performance.

If you upgrade I would not suggest another Motorola at this time.  The Motorola cable modem brand has nothing to do with Motorola phones.  The Motorola name was licensed to Zoom Telephonics for use with cable modems.  Zoom merged with Minim in 2020.  Last month Minim laid off 78% of their staff and publicly issued a bankruptcy warning.  You can check out supported devices here https://www.xfinity.com/support/devices, but I'd just skip the web interface and look at the all compatible devices .pdf file since Comcast hasn't updated the web wizard thingy to include Hitron equipment.

2 years ago

user_cuqsnh

8 Messages

2 years ago

Thanks, again, @BruceW !

For those following this thread, the URL for the PDF document listing all compatible devices (including Hitron) can be found here:

https://assets.xfinity.com/assets/dotcom/projects/cix-4997_compatible-devices/2023.08.07%20Full%20List%20of%20Compatible%20Devices.pdf

0

0

BruceW

Gold Problem Solver

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26.4K Messages

2 years ago

... the PDF document listing all compatible devices ...

A later version of that document is at https://assets.xfinity.com/assets/dotcom/projects/cix-4997_compatible-devices/2023.09.25%20Full%20List%20of%20Compatible%20Devices.docx-%20vF.pdf. As zandor60657 pointed out, the MG7550 isn't approved for the 800 Mbps tier. Using devices on speed tiers for which they are not approved tends to produce unexpected results. Consider picking up one of the devices approved for 800 Mbps service, or dropping back to a lower tier.

Aside from that, the 50 plus upstream power levels will be a problem for any modem or gateway and really need to be corrected. These need to be below 50, ideally between +40 and +45 dBmV.

Good luck!

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.
 

(edited)

1

0

user_cuqsnh

8 Messages

So sorry to keep pestering you . . . but how do I correct the 50 plus upstream power levels?  Is that through an upgraded device?  Or is that something that needs to be fixed by Comcast?

2 years ago

0

BruceW

Gold Problem Solver

 • 

26.4K Messages

2 years ago

... how do I correct the 50 plus upstream power levels ...

If you are going to replace your gateway, you can try that first. If that doesn't correct the sync-timing errors and you've done all Troubleshooting you can do, then yes, arranging a return visit from Comcast would be the way to go.

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.

0

user_cuqsnh

8 Messages

2 years ago

Hello - I installed my new Netgear CAX80 modem/router on Friday 10/13/23 and although my speed test is much better, I'm still getting errors and intermittent disruptions in service.  Does my upstream look too high?  Does any of this warrant a call to Xfinity to have someone come out and check the line?

Here's my current info:

Starting Frequency
 
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 507 MHz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enabled BPI+
 
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked 256 QAM 5 507000000 Hz 1.0 dBmV 41.1 dB 0 0
2 Locked 256 QAM 2 489000000 Hz 0.7 dBmV 41.0 dB 0 0
3 Locked 256 QAM 3 495000000 Hz 0.8 dBmV 41.2 dB 0 0
4 Locked 256 QAM 4 501000000 Hz 0.7 dBmV 41.0 dB 0 0
5 Locked 256 QAM 6 513000000 Hz 1.0 dBmV 41.1 dB 0 0
6 Locked 256 QAM 7 519000000 Hz 0.8 dBmV 41.0 dB 0 0
7 Locked 256 QAM 8 525000000 Hz 0.7 dBmV 41.0 dB 0 0
8 Locked 256 QAM 9 531000000 Hz 0.7 dBmV 41.0 dB 0 0
9 Locked 256 QAM 10 537000000 Hz 0.7 dBmV 40.9 dB 0 0
10 Locked 256 QAM 11 543000000 Hz 0.4 dBmV 40.9 dB 0 0
11 Locked 256 QAM 12 549000000 Hz 0.4 dBmV 40.9 dB 0 0
12 Locked 256 QAM 13 555000000 Hz 0.5 dBmV 40.8 dB 0 0
13 Locked 256 QAM 14 561000000 Hz 0.8 dBmV 41.1 dB 0 0
14 Locked 256 QAM 15 567000000 Hz 0.4 dBmV 40.8 dB 0 0
15 Locked 256 QAM 16 573000000 Hz 0.4 dBmV 40.9 dB 0 0
16 Locked 256 QAM 17 579000000 Hz 0.5 dBmV 40.8 dB 0 0
17 Locked 256 QAM 18 585000000 Hz 0.7 dBmV 40.9 dB 0 0
18 Locked 256 QAM 19 591000000 Hz 0.5 dBmV 40.8 dB 0 0
19 Locked 256 QAM 20 597000000 Hz 0.3 dBmV 40.6 dB 0 0
20 Locked 256 QAM 21 603000000 Hz 0.5 dBmV 40.8 dB 0 0
21 Locked 256 QAM 22 609000000 Hz 0.8 dBmV 40.9 dB 0 0
22 Locked 256 QAM 23 615000000 Hz 0.9 dBmV 41.0 dB 0 0
23 Locked 256 QAM 24 621000000 Hz 0.9 dBmV 41.0 dB 0 0
24 Locked 256 QAM 25 627000000 Hz 1.0 dBmV 41.1 dB 0 0
25 Locked 256 QAM 26 633000000 Hz 1.2 dBmV 41.1 dB 0 0
26 Locked 256 QAM 27 639000000 Hz 1.5 dBmV 41.3 dB 0 0
27 Locked 256 QAM 28 645000000 Hz 1.4 dBmV 41.4 dB 0 0
28 Locked 256 QAM 29 651000000 Hz 1.4 dBmV 41.3 dB 0 0
29 Locked 256 QAM 30 657000000 Hz 1.8 dBmV 41.5 dB 0 0
30 Locked 256 QAM 31 663000000 Hz 2.0 dBmV 41.5 dB 0 0
31 Locked 256 QAM 32 669000000 Hz 1.9 dBmV 41.5 dB 0 0
32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 3 5120 Ksym/sec 22800000 Hz 45.3 dBmV
2 Locked ATDMA 1 5120 Ksym/sec 35600000 Hz 45.0 dBmV
3 Locked ATDMA 2 5120 Ksym/sec 29200000 Hz 45.3 dBmV
4 Locked ATDMA 8 5120 Ksym/sec 16400000 Hz 45.0 dBmV
5 Locked ATDMA 9 1280 Ksym/sec 39600000 Hz 50.5 dBmV
6 Not Locked Unknown 0 0 0 0.0 dBmV
7 Not Locked Unknown 0 0 0 0.0 dBmV
8 Not Locked Unknown 0 0 0 0.0 dBmV
 
Downstream OFDM Channels
Channel Lock
Status		 Modulation /
Profile ID		 Channel
ID		 Frequency Power SNR /
MER		 Active Subcarrier
Number Range		 Unerrored
Codewords		 Correctable
Codewords		 Uncorrectable
Codewords
1 Locked 0 ,1 ,2 ,3 37 690000000 Hz 3.88 dBmV 42.3 dB 1108 ~ 2987 567456477 486627081 0
2 Not Locked 0 0 0 Hz 0 dBmV 0 dB 0 ~ 4095 0 0 0
 
Upstream OFDMA Channels
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
1 Not Locked 0 0 0 Hz 0 dBmV
2 Not Locked 0 0 0 Hz 0 dBmV
 
Extended Upstream Transmit Power
 
Current System Time:Wed Oct 18 15:18:10 2023
System Up Time:12:36:41

Event Log:

Event Log
Clear Log Refresh
 
Time Priority Description
Wed Oct 18 02:43:48 2023 Warning (5) Dynamic Range Window violation
Wed Oct 18 02:43:48 2023 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
Wed Oct 18 02:43:03 2023 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
Wed Oct 18 02:42:56 2023 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
Wed Oct 18 02:42:56 2023 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
Wed Oct 18 02:42:33 2023 Notice (6) TLV-11 - unrecognized OID;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:00:54 1970 Notice (6) Honoring MDD; IP provisioning mode = IPv6
Thu Jan 1 00:00:48 1970 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:00:44 1970 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Wed Oct 18 02:40:37 2023 Critical (3) Resetting the cable modem due to docsDevResetNow
Thu Jan 1 00:01:08 1970 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:01:04 1970 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Sun Oct 15 21:56:09 2023 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:00:47 1970 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:00:43 1970 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:00:47 1970 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:00:43 1970 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Fri Oct 13 11:18:08 2023 Critical (3) Resetting the cable modem due to docsDevResetNow
Thu Jan 1 00:00:48 1970 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:00:43 1970 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:03:05 1970 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:03:00 1970 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:02:40 1970 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:03:03 1970 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

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BruceW

Gold Problem Solver

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26.4K Messages

2 years ago

... Netgear CAX80 ... still getting errors and intermittent disruptions in service ...

Sorry to hear that. The downstream power level and SNR values look great. Four of the five upstream channels also look good, but #5 is borderline/too high, and the event log looks about as bad as it did before. Just a guess, but it looks to me like an intermittent connection problem. Since you're still having problems I'd suggest asking Comcast to come back out and try again. If they bill for the visit you can try to persuade them that it's a call-back on work that should have been performed correctly the first time.

Good luck!

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user_cuqsnh

8 Messages

Thanks, Bruce!  I'll put the call in and hopefully get resolution.

2 years ago

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XfinityAldrik

Official Employee

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2.1K Messages

Good afternoon @user_cuqsnh, thank you for reaching out to us on our community forums! Have you already scheduled a technician to take a further look? If not, our team would love to assist with scheduling that appointment!

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 years ago

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