Internet issues - Network dropping. Errors in log: SYNC Timing Synchronization failure

[Ramiseesniblic]

Hello.

I have been suffering with intermittent internet issues where the internet drops for 30 seconds then comes back again. I have checked my router logs and I can see no issue.  When the internet drops I can still ping my router but I can no longer reach the Virgin Media hub.

Checking the logs on the Virgin media hub (which is running in Modem mode) I can see alot of critical warnings:

Time Priority Description

01/10/2023 14:03:58	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2023 14:00:59	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2023 13:51:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

The Downstream bonded channels look like this:

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	36.6	306915	927185
2	Locked	36.8	18571820	9050917
3	Locked	37.3	16737903	1654280
4	Locked	37.6	200390	4021
5	Locked	37.3	204083	4253
6	Locked	37.6	174793	4022
7	Locked	37.3	147136	2889
8	Locked	37.3	124493	2256
9	Locked	36.6	90305	1293
10	Locked	36.6	75179	532
11	Locked	37.3	33475	179
12	Locked	36.6	18527	80
13	Locked	36.6	9851	14
14	Locked	37.3	2130	12
15	Locked	37.3	5488	7
16	Locked	37.6	265	11
17	Locked	37.6	143	11
18	Locked	37.3	105	12
19	Locked	37.3	88	1
20	Locked	37.3	110	8
21	Locked	37.6	132	0
22	Locked	37.6	88	0
23	Locked	38.6	87	0
24	Locked	38.6	93	0

Upstream channels look like this:

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	6	0
2	ATDMA	0	0	5	0
3	ATDMA	0	0	6	0
4	ATDMA	0	0	8	0
5	ATDMA	0	0	5	0

Any help is appreciated

[Joseph_B]

Hey @Ramiseesniblic,

Welcome back to the Community Forums and thanks for the post.

Sorry to hear you have been having these issues with your WiFi, I can see you have since spoke to our team since making this post, were they able to go about helping you further with this?

Joe

[Ramiseesniblic]

Hello.

I spoke to the team on Sunday and they confirmed a network issue in the area. They said to wait 24 - 45 hours.  The internet is much more stable now however I am still seeing some errors on the network log.  Not much for today but there was some SYNC timeout yesterday.

Time Priority Description

04/10/2023 08:59:49	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/10/2023 21:22:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/10/2023 18:37:56	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/10/2023 17:18:3	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/10/2023 17:09:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/10/2023 17:07:48	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Adri_G · Accepted solution]

Hey, Ramiseesniblic.
Thanks for all your posts and replies, we're sorry to hear that the network issues have been ongoing.

Upon latest checks we've detected an outage that's affecting your TV services however the broadband issues seem to have cleared, how's your connection looking since your last post here?

Also, does rebooting your equipment (hub and TV box) help with clearing the problems faced?
Let us know more and we're eager to assist.

[Ramiseesniblic]

Hello. Thanks for the reply.

Yes - Rebooting the Virgin hub appears to have solved the issue after you fixed your network. I now have a very low number (less that 200) Post RS Errors and the internet is stable.