2 Messages
Intermittent connection - seeing "SYNC Timing Synchronization failure" in modem logs
I'm having an issue where the internet connection is dropping intermittently then takes a few minutes to come back on. I can see in my modem's logs that there's always a "SYNC Timing Synchronization failure" event around the same time this happens.
Also, I'm seeing a lot or Corrected and Uncorrected errors in my modem's Connection page. Current up-time is 48 minutes and there are 116113 Corrected and 2144 Uncorrected errors.
A tech came out last week and ran noticed an issue with the cable coming from the street-- the cable was supporting itself under tension, instead of being supported by a the guide-wire. The tech replaced my cable but mentioned that my neighbors have the same problem but did not reconnect theirs. My problem seems to have gotten worse since then.
Modem connection stats:
Downstream Bonded Channels
| Channel | Lock Status | Modulation | Channel ID | Freq. (MHz) | Pwr (dBmV) | SNR (dB) | Corrected | Uncorrected |
| 1 | Locked | QAM256 | 20 | 975.0 | 6.5 | 44.7 | 0 | 0 |
| 2 | Locked | QAM256 | 1 | 387.0 | 3.5 | 44.3 | 0 | 0 |
| 3 | Locked | QAM256 | 2 | 393.0 | 3.6 | 44.4 | 0 | 0 |
| 4 | Locked | QAM256 | 3 | 399.0 | 3.6 | 44.5 | 0 | 0 |
| 5 | Locked | QAM256 | 4 | 405.0 | 3.6 | 44.3 | 0 | 0 |
| 6 | Locked | QAM256 | 5 | 411.0 | 3.7 | 44.5 | 0 | 0 |
| 7 | Locked | QAM256 | 6 | 417.0 | 3.7 | 44.5 | 0 | 0 |
| 8 | Locked | QAM256 | 7 | 423.0 | 3.7 | 44.5 | 0 | 0 |
| 9 | Locked | QAM256 | 8 | 429.0 | 3.8 | 44.5 | 0 | 0 |
| 10 | Locked | QAM256 | 9 | 435.0 | 3.8 | 44.6 | 0 | 0 |
| 11 | Locked | QAM256 | 10 | 441.0 | 3.8 | 44.7 | 0 | 0 |
| 12 | Locked | QAM256 | 11 | 447.0 | 3.9 | 44.6 | 0 | 0 |
| 13 | Locked | QAM256 | 12 | 453.0 | 3.8 | 44.6 | 0 | 0 |
| 14 | Locked | QAM256 | 13 | 459.0 | 3.9 | 44.6 | 0 | 0 |
| 15 | Locked | QAM256 | 14 | 465.0 | 3.9 | 44.6 | 0 | 0 |
| 16 | Locked | QAM256 | 15 | 471.0 | 3.9 | 44.6 | 0 | 0 |
| 17 | Locked | QAM256 | 16 | 477.0 | 4.0 | 44.7 | 0 | 0 |
| 18 | Locked | QAM256 | 17 | 957.0 | 7.0 | 45.0 | 0 | 0 |
| 19 | Locked | QAM256 | 18 | 963.0 | 6.8 | 44.9 | 0 | 0 |
| 20 | Locked | QAM256 | 19 | 969.0 | 6.6 | 44.8 | 0 | 0 |
| 21 | Locked | QAM256 | 21 | 981.0 | 6.3 | 44.6 | 0 | 0 |
| 22 | Locked | QAM256 | 22 | 987.0 | 6.2 | 43.1 | 0 | 0 |
| 23 | Locked | QAM256 | 23 | 993.0 | 6.1 | 44.5 | 0 | 0 |
| 24 | Locked | QAM256 | 24 | 999.0 | 5.9 | 44.0 | 0 | 0 |
| 25 | Locked | OFDM PLC | 193 | 774.0 | 7.4 | 45.7 | 116113 | 2144 |
Upstream Bonded Channels
| Channel | Lock Status | Channel Type | Channel ID | Symb. Rate (Ksym/sec) | Freq. (MHz) | Pwr (dBmV) |
| 1 | Locked | SC-QAM | 1 | 5120 | 16.4 | 38.0 |
| 2 | Locked | SC-QAM | 2 | 5120 | 22.8 | 38.5 |
| 3 | Locked | SC-QAM | 3 | 5120 | 29.2 | 39.0 |
| 4 | Locked | SC-QAM | 4 | 5120 | 35.6 | 39.0 |
Thanks :)
Accepted Solution
user_8vwamb
2 Messages
2 days ago
Solution: my modem was apparently bad and causing the problem. Replacing it fixed the problem.
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XfinityChelseaB
Official Employee
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1.2K Messages
17 days ago
Hello @user_8vwamb, Thanks so much for taking a moment out of your day to leave a post on our community forum. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.
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EG
Expert
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107.1K Messages
2 days ago
@user_8vwamb
Thanks for the update. Glad to see it got squared away ! Now closing your marked "Solved" topic.
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