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Bestow's avatar
Bestow
Tuning in
2 years ago

Intermittent Internet drops: SYNC Timing Synchronization failure

For the past few days I've been suffering from Internet Connectivity dropouts. The dropouts can last anywhere between a few seconds, to tens of minutes and each one has a corresponding log entry in the SH3:

Time Priority Description
18/01/2024 10:48:43noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 10:43:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 10:43:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 10:43:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 10:39:12noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 10:38:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 10:38:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 10:38:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 10:38:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 10:32:44noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 10:16:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 10:16:37criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 10:16:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 10:16:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 10:15:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 10:15:40criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 10:02:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 10:02:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 10:01:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2024 09:59:3noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Repeated attempts to contact support via the web chat have been fruitless and useless. They don't seem to have any comprehension of what I'm talking about.

I don't really know where to go from this and I'm tearing my hair out.

intermittent
Network
sync

5 Replies

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  • Tudor's avatar
    Tudor
    Very Insightful Person
    2 years ago

    Please post a full sr of stats and setup a Broadband Quality Monitor and post a link to your live graph. It monitors your connection 24/7 and provides diagnosis of any underlying issues

    • Bestow's avatar
      Bestow
      Tuning in
      2 years ago

      Created a Monitor, but will take time to generate a picture of the situation.

      Upstream bonded channels

      Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

      12360000046.8512064 qam9
      23660000045.8512064 qam3
      34310000045.8512064 qam2
      44960000046.3512064 qam1
      53010000046.3512064 qam4

      Upstream bonded channels

      Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

      1ATDMA0010
      2ATDMA0000
      3ATDMA0000
      4ATDMA0000
      5ATDMA0020
    • Bestow's avatar
      Bestow
      Tuning in
      2 years ago

      So here's the Monitor after running for a while. I've got an Engineer turning up tomorrow hopefully, so we'll see what they say.

      • Beth_G's avatar
        Beth_G
        Icon for Forum Team rankForum Team
        2 years ago

        Thanks for posting your BQM graph Bestow - looks like there are some periods of very poor performance there.

        How did the visit go? Has your connection improved since?

         

  • Bestow's avatar
    Bestow
    Tuning in
    2 years ago

    Downstream bonded channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

    16902500003.935256 qam40
    24902500002.233256 qam17
    3498250000234256 qam18
    4506250000234256 qam19
    55142500002.234256 qam20
    65222500002.534256 qam21
    75302500002.534256 qam22
    85382500002.434256 qam23
    95462500002.534256 qam24
    105542500002.734256 qam25
    115622500002.734256 qam26
    125702500002.934256 qam27
    135782500002.534256 qam28
    145862500002.534256 qam29
    15594250000334256 qam30
    166022500003.234256 qam31
    176102500002.934256 qam32
    186182500002.535256 qam33
    196262500002.734256 qam34
    20634250000335256 qam35
    21658250000334256 qam36
    22666250000335256 qam37
    236742500003.735256 qam38
    24682250000435256 qam39



    Downstream bonded channels

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

    1Locked35.7139520380
    2Locked33.91708420364
    3Locked34.41158420737
    4Locked34.3919320535
    5Locked34.31024920978
    6Locked34.3815220301
    7Locked34.3699420638
    8Locked34.4411720589
    9Locked34.4611720781
    10Locked34.4593320956
    11Locked34.3567719975
    12Locked34.4420820713
    13Locked34.4456720549
    14Locked34.9327820937
    15Locked34.9324621180
    16Locked34.4398220842
    17Locked34.9293020644
    18Locked35172020442
    19Locked34.9169321107
    20Locked35207421066
    21Locked34.9163620076
    22Locked35160520542
    23Locked35168721002
    24Locked35156620659