Visitor
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2 Messages
"SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing" related to outages that happen several times a day
I'm on the 800+mbps plan, have been for months. For the last several months, my internet connection drops several times a day (like, on average about 7 to 14 times a day) for several minutes at a time.
Looking closely at modem logs (on my MB8611 modem), I see this message crop up whenever it happens:
| SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing |
I've been through the live-chat support numerous times, and it's clear that outside of "have you tried rebooting your router", they can offer no help whatsoever, and are ultimately just a waste of time.
It seems like perhaps the issue is, like everyone else, broken firmware being pushed by XFinity to my MB8611 modem? After the most recent mini-outage, I'm sitting at software version 8611-19.2.20
Here's what my modem currently says, minutes after a recent outage:
| Downstream Bonded Channels |  |
 |
| Channel | Lock Status | Modulation | Channel ID | Freq. (MHz) | Pwr (dBmV) | SNR (dB) | Corrected | Uncorrected |
| 1 | Locked | QAM256 | 42 | 399.0 | 4.9 | 41.4 | 0 | 0 |
| 2 | Locked | QAM256 | 1 | 477.0 | 2.3 | 41.3 | 0 | 0 |
| 3 | Locked | QAM256 | 2 | 483.0 | 2.7 | 41.3 | 0 | 0 |
| 4 | Locked | QAM256 | 3 | 489.0 | 2.1 | 41.0 | 0 | 0 |
| 5 | Locked | QAM256 | 4 | 495.0 | 2.4 | 41.3 | 0 | 0 |
| 6 | Locked | QAM256 | 5 | 501.0 | 2.7 | 40.9 | 0 | 0 |
| 7 | Locked | QAM256 | 6 | 507.0 | 2.6 | 41.1 | 0 | 0 |
| 8 | Locked | QAM256 | 7 | 513.0 | 3.8 | 41.4 | 0 | 0 |
| 9 | Locked | QAM256 | 8 | 519.0 | 3.0 | 41.2 | 0 | 0 |
| 10 | Locked | QAM256 | 9 | 525.0 | 2.7 | 41.2 | 0 | 0 |
| 11 | Locked | QAM256 | 10 | 531.0 | 3.1 | 41.2 | 0 | 0 |
| 12 | Locked | QAM256 | 11 | 537.0 | 2.4 | 41.1 | 0 | 0 |
| 13 | Locked | QAM256 | 12 | 543.0 | 2.9 | 40.8 | 0 | 0 |
| 14 | Locked | QAM256 | 13 | 555.0 | 1.8 | 40.3 | 0 | 0 |
| 15 | Locked | QAM256 | 14 | 561.0 | 2.4 | 41.1 | 0 | 0 |
| 16 | Locked | QAM256 | 15 | 567.0 | 2.0 | 40.5 | 0 | 0 |
| 17 | Locked | QAM256 | 16 | 573.0 | 1.7 | 40.8 | 0 | 0 |
| 18 | Locked | QAM256 | 17 | 579.0 | 1.6 | 40.6 | 0 | 0 |
| 19 | Locked | QAM256 | 18 | 585.0 | 0.4 | 40.1 | 0 | 0 |
| 20 | Locked | QAM256 | 19 | 591.0 | 1.0 | 40.5 | 0 | 0 |
| 21 | Locked | OFDM PLC | 29 | 690.0 | 1.2 | 40.0 | 21690481 | 0 |
| 22 | Locked | QAM256 | 30 | 453.0 | 2.7 | 41.0 | 0 | 0 |
| 23 | Locked | QAM256 | 31 | 459.0 | 1.5 | 41.0 | 0 | 0 |
| 24 | Locked | QAM256 | 32 | 465.0 | 2.7 | 41.4 | 0 | 0 |
| 25 | Locked | QAM256 | 33 | 471.0 | 1.9 | 41.3 | 0 | 0 |
| 26 | Locked | QAM256 | 38 | 423.0 | 3.6 | 41.4 | 0 | 0 |
| 27 | Locked | QAM256 | 39 | 429.0 | 3.2 | 41.4 | 0 | 0 |
| 28 | Locked | QAM256 | 40 | 435.0 | 3.8 | 41.3 | 0 | 0 |
| 29 | Locked | QAM256 | 41 | 441.0 | 2.8 | 40.9 | 0 | 0 |
| 30 | Locked | QAM256 | 43 | 405.0 | 4.9 | 41.3 | 0 | 0 |
| 31 | Locked | QAM256 | 44 | 411.0 | 4.4 | 41.4 | 0 | 0 |
| 32 | Locked | QAM256 | 45 | 417.0 | 4.2 | 41.6 | 0 | 0 |
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BuchananPenguin
Visitor
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2 Messages
2 years ago
I have this EXACT same issue with the same modem as well! Same error code with no idea what to do
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user_c5a14f
Visitor
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3 Messages
2 years ago
I too am having the exact problem with my Motorola MB8611 modem. This started about 2 months ago after an 8 hour Xfinity outage. Today I had time to try things out. I had reset the modem several times. After about the 3rd reset, the modem seemed to take longer to reboot. Current software ver is 8611-21.3.7. In a 3 hour timeframe since resetting the modem, it still restarted 3x.
UPDATE: Purchased and installed a Arris Surfboard S33. No problems at all for the last 5 hours. The modem event log is empty except for a couple login notifications.
Update 3 days later: Zero errors or problems on the replacement S33. Network runs flawless! Motorola MB8611 is the problem. Firmware or ?, I am sending back for warranty replacement. After all the headaches over the last couple months with no real help, Motorola is no longer on my purchase list, but Motorola or Xfinity don't really care...
(edited)
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user_rf4130
Visitor
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12 Messages
2 years ago
I am experiencing the same. Power levels are good and I am on the same firmware version.
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petmitsu
Contributor
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64 Messages
2 years ago
Return your MB8611 modem if you can and get another brand and model. Problem solved.
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user_24f3a2
Contributor
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18 Messages
2 years ago
I have the same issue with my 8611. Connected an 8600 next to my 8611 via splitter, video cam facing the modems, 8611 reboots the 8600 does not.
They rolled this new FW out to us in Nov, multiple reboots per day, in Dec they rolled us back to the old firmware, everything was stable, back to the new FW Jan 4th and back to the reboots. It's a firmware issue, but we're going to get tons of finger pointing before someone finally gets with Minim/Zoom to get them to address the firmware issue.
I gave up and ordered an S33, it'll be here tomorrow.
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CCKimberly1
Official Employee
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842 Messages
2 years ago
I can understand the concerns you are currently having with your MB8611, @spencerwi. I will be happy to do some troubleshooting with you, although I do also want you to know that if this is a firmware issue, you will need to reach out to Motorola.
Will you please send our team a direct message with your full name and full address?
~~~~
To send a "Direct Message" 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. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it
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spencerwi
Visitor
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2 Messages
2 years ago
@XfinityKimberlyB
What you've suggested is not a solution. As many other users have pointed out on this same message board, Motorola responds to this support request by saying "it's either a problem with XFinity's modifications to our firmware, or else a problem of XFinity continually pushing the firmware even though it's shown to cause problems."
I'm inclined to agree with them.
Since Motorola doesn't push firmware upgrades to these modems -- only XFinity does -- and since the issue seems to be either with XFinity having broken the firmware when modifying it, or else with XFinity failing to recognize that the firmware is broken and shouldn't be constantly pushed to our devices (not until a fixed version is available), only XFinity is able to fix the problem. Shifting the blame to a third party that's not equipped to fix XFinity's bad behavior is not a solution.
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bwstrauss
Frequent Visitor
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6 Messages
2 years ago
I have been experiencing this same symptom and errors with my Netgear CM1150V over the last few months. Service is great when working: 850mbps down;24mbps up. It will function flawlessly for hours at a time and then the connection drops. Sometimes for a minute, sometimes for many minutes. Have had Xfinity out in person and they have 1. reset modem 2. checked signal into the house 3. moved the outside wire back onto the power pole 4. mostly blamed my equipment. What is the fix?
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EG
Expert
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110.2K Messages
2 years ago
@bwstrauss
Please create a new topic of your own here on this board detailing your issue. Thanks. The original poster has not returned. 4-month-old dead thread is now being closed.
For future reference, it is better to submit your own post as it creates a ticket to get help, and posting on an old thread can delay getting help.
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