3 Messages
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;
My connection has been dropping many times a day for months.
I've used 3 different routers (one was an xfinity router) and the issue remains.
Drops are random and it doesn't seem to matter what I am doing on which device to have it drop
|
Priority | Description | |
| Time Not Established | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXXXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; | |
| Time Not Established | Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz. | |
| Time Not Established | Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz. | |
| Time Not Established | Critical (3) | CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-85MHz. | |
| Time Not Established | Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz. | |
| Time Not Established | Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz. | |
| 18:36:17 Fri May 24 2024 |
Critical (3) | CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz. | |
| 18:36:18 Fri May 24 2024 |
Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz. | |
| 18:36:18 Fri May 24 2024 |
Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz. | |
| 18:36:18 Fri May 24 2024 |
Critical (3) | CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-21.1, 85MHz. | |
| 18:36:20 Fri May 24 2024 |
Critical (3) | UCD invalid or channel unusable;CM-MAC=XXXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1; | |
| 18:36:33 Fri May 24 2024 |
Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz. | |
| 18:36:33 Fri May 24 2024 |
Critical (3) | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz. | |
| 18:36:33 Fri May 24 2024 |
Critical (3) | CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz. | |
| Time Not Established | Critical (3) | CMSTATUS:US_Diplexer_Mode_Change:Fixed Initial, 5-42MHz. | |
| Time Not Established | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXXXX;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
BruceW
Gold Problem Solver
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26.6K Messages
1 year ago
Network connection problems like the ones the event log are showing are often due to poor coax connections or damaged coax cable, usually in or near your home. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power.
If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you still need help, please post your Internet plan speed and the following information from your modem or gateway (from http://192.168.100.1 or http://10.0.0.1):
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.
If you can't find the problem or you'd rather have Comcast take care of it and an employee does not respond to your message here, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.
If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) 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). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.
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.
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BruceW
Gold Problem Solver
•
26.6K Messages
1 year ago
The power levels and SNR values look OK. If they are stable and you can't find the problem using the "Troubleshooting Tips" linked above then, as stated, you'll need help from Comcast.
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)
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XfinityEmilyB
Official Employee
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2.2K Messages
1 year ago
@user_ihocsg Welcome to our community forum and thank you @BruceW for the helpful tips! I want to make sure you're able to depend on your internet connection. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help.
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EG
Expert
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112.2K Messages
1 year ago
@user_ihocsg @XfinityEmilyB
Please circle back here and post any possible solutions for the issue here in these open 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.
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user_vmb964
3 Messages
1 year ago
I am having the same issue with the same event log entries. In searching through these forums, I see a pattern: this is a common problem, eventually a tech ends up coming out (often several times), the issue seems to be outside of the home, and the thread goes quiet without a solution found.
Were you able to solve the problem in this case?
Based on searching through the Xfinity forums, I haven't found a single instance of this problem getting solved. I'm reluctant to repeat the same steps that others have gone through without resolution.
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