Visitor
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1 Message
Internet keeps dropping - modem stats
My internet keeps dropping and I checked my modem's logs and I get these same two errors repeatedly. Nothing has changed with my setup recently and we don't have any splitters.
"SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=Edited: "Personal Information”;CMTS-MAC=Edited: "Personal Information”;CM-QOS=1.1;CM-VER=3.1;"
"Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information”];CMTS-MAC=Edited: "Personal Information”;CM-QOS=1.1;CM-VER=3.1;"
It won't let me paste my powers stats but all look normal except this one:
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
193 Locked Other 774000000 Hz -2.9 dBmV 41.2 dB 37506978 0
XfinityRichard
Official Employee
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3.5K Messages
17 days ago
I can definitely understand why you're frustrated @user_7f3cf7 , especially when you're seeing frequent drops and reviewing logs that point to a signal issue rather than something changing inside your home. Based on the information you've shared, your logs indicate upstream instability. The SYNC Loss and T3 timeouts suggest that your modem is intermittently losing communication with the network, and the 37+ million corrected errors on the DOCSIS 3.1 OFDM channel show that the modem is working hard to maintain a stable connection. While your downstream power level of -2.9 dBmV is within an acceptable range, the error counts and timeouts are certainly concerning. Since you've confirmed that your internal setup hasn't changed and there are no splitters involved, this could point to an issue such as outside line degradation, a loose connection, or upstream noise affecting the signal.
Before we look at escalation options, there are a couple of troubleshooting steps I'd recommend:
✅ Check all coaxial connections
Make sure the coax cable is securely finger-tight at both the modem and the wall outlet.
If you can safely access any exterior connections, look for any loose fittings or visible damage.
✅ Perform a factory reset of the modem
Using a paperclip, press and hold the reset button on the back of the modem for approximately 30 seconds.
This will clear cached settings and force the modem to re-download its configuration and firmware from the network.
I know you've already spent time troubleshooting, and I appreciate the effort you've put into gathering these logs. If the packet loss, T3 timeouts, or connection drops continue after these steps, it would be worth having the signal levels and line quality reviewed more closely. 💙
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