Visitor
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1 Message
Random disconnects
Random disconnects past 3 weeks. Tech visited and blamed my router but all power levels and SNR look great. Seeing a lot of SYNC Timing Synchronization failure, CM-STATUS message sent. Event Type Code: 16 and Code 24. Downstream SNR is 42 average with power at -4.5 and upstream is 44-46.8...ping diagnostic is consistent and speed is good. Can someone please explain to me how this is a problem with my modem? Thanks for input and advice.
XfinityThomasB
Official Employee
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1.5K Messages
2 months ago
Howdy SgtGoober
Thank you for getting us in the loop to help! I would like to take a look at the modem directly from our end to see if we can isolate the issue.
Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.
To send a Direct 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.
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EG
Expert
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107.1K Messages
2 months ago
@SgtGoober @XfinityThomasB
Please circle back here and post any possible solutions for the issue here in these open public 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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