Forum Discussion

DanR2024's avatar
DanR2024
Joining in
11 months ago

SYNC Timing Synchronisation Failure

Hi all,

Am having no end of trouble trying to get something useful out of customer services, cause you know, it’s not a problem with where my router is, so why would I be having issues…? Thought I’d try here as people seem to have had some success with this issue in the past. Logs etc. to follow, I don’t have a broadband monitor set up, but I’ve been recording the dates this has been happening and it’s occurred 10 times in the last month where I’ve lost all signal to my tv and broadband due to this error.

  • Molly_T's avatar
    Molly_T
    11 months ago

    Hi DanR2024 👋

    Welcome to the community! Thank you for posting. 

    Sorry to hear about these issues with your Hub connection, concerns due to the timing synchronisation failure, and experience getting support with this so far. 

    There aren't currently any issues in the area, but it does look as though a number of disconnections are registering on the hub which we need to investigate further to offer support. We will just need to send you a PM to confirm a few account details so we can arrange this for you.

    I will do this for you now - you can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

    Wishing you all the best. 🌞

  • DanR2024's avatar
    DanR2024
    Joining in
    11 months ago

    Network Log

    Time Priority Description
    21-02-2024 09:02:21noticeGUI Login Status - Login Success from LAN interface
    21-02-2024 08:25:26noticeGUI Login Status - Login Success from LAN interface
    18-02-2024 12:21:32errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    17-02-2024 09:08:58noticeGUI Login Status - Login Success from LAN interface
    16-02-2024 20:17:11noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    16-02-2024 20:15:05noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    16-02-2024 18:51:45warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    16-02-2024 18:48:56noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    16-02-2024 18:46:32noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    16-02-2024 18:46:13noticeREGISTRATION COMPLETE - Waiting for Operational status
    16-02-2024 18:46:13warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    16-02-2024 18:46:08noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    16-02-2024 18:45:58warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    16-02-2024 18:45:56noticeHonoring MDD; IP provisioning mode = IPv4
    16-02-2024 18:38:58criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    16-02-2024 18:38:57criticalSYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    16-02-2024 18:34:07criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    16-02-2024 18:34:01noticeHonoring MDD; IP provisioning mode = IPv4
    16-02-2024 18:30:02criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    16-02-2024 18:30:00warningLost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    16-02-2024 18:16:31criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    16-02-2024 18:16:31criticalSYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    16-02-2024 18:16:24criticalSYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    16-02-2024 18:16:24criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    16-02-2024 18:09:51criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    16-02-2024 18:09:49warningLost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    16-02-2024 17:49:38criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    16-02-2024 17:49:36warningLost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    16-02-2024 17:48:03criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    16-02-2024 17:48:02warningLost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    16-02-2024 17:47:24criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    16-02-2024 17:47:20warningToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    16-02-2024 17:46:40warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    16-02-2024 17:46:38criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    16-02-2024 17:46:28warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    • DanR2024's avatar
      DanR2024
      Joining in
      11 months ago

      3.0 Downstream channels

      Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
      11950000001.737QAM 2568
      21470000001.537QAM 2562
      31550000001.437QAM 2563
      41630000001.436QAM 2564
      51710000001.437QAM 2565
      61790000001.437QAM 2566
      71870000001.536QAM 2567
      82030000001.736QAM 2569
      9211000000237QAM 25610
      102190000002.137QAM 25611
      112270000002.137QAM 25612
      122350000002.137QAM 25613
      132430000002.136QAM 25614
      142510000002.136QAM 25615
      152590000002.137QAM 25616
      162670000002.237QAM 25617
      172750000002.336QAM 25618
      182830000002.237QAM 25619
      192910000002.337QAM 25620
      202990000002.437QAM 25621
      213070000002.437QAM 25622
      223150000002.336QAM 25623
      233230000002.236QAM 25624
      243310000002.337QAM 25625
      253390000002.537QAM 25626
      263470000002.537QAM 25627
      273550000002.536QAM 25628
      283630000002.737QAM 25629
      293710000002.737QAM 25630
      303790000002.837QAM 25631
      313870000002.737QAM 25632

      3.0 Downstream channels

      Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
      1Locked371157185641660027
      2Locked3784793557649331
      3Locked3788143012718070
      4Locked3693073490884615
      5Locked37987082511287456
      6Locked371046579021142632
      7Locked361081762151279648
      8Locked361188582551362871
      9Locked371204521161291986
      10Locked371142671021539495
      11Locked371202405951250610
      12Locked371273294162721309
      13Locked361289082491477670
      14Locked361313686701550823
      15Locked371346997101668462
      16Locked371399201551392355
      17Locked361466587241522061
      18Locked371588534112352406
      19Locked371691736231909043
      20Locked371808531922746707
      21Locked371845508801988484
      22Locked361930240751234873
      23Locked361982559281566177
      24Locked371951331221299263
      25Locked371897958423182764
      26Locked371897238741737483
      27Locked361962332331586663
      28Locked372003543933935938
      29Locked372078320271872200
      30Locked372127254171612120
      31Locked372115361381563348

      3.1 Downstream channels

      Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
      33944K1840QAM 40961108

      3.1 Downstream channels

      Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
      33Locked415.02607890224404870836
      • DanR2024's avatar
        DanR2024
        Joining in
        11 months ago

        3.0 Upstream channels

        Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
        046200000425120QAM 643

        3.0 Upstream channels

        Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
        0ATDMA0200
  • DanR2024's avatar
    DanR2024
    Joining in
    11 months ago

    Just set up a BQM, if it's of use it's here, but naturally it doesn't have any data in it yet! 

    https://www.thinkbroadband.com/broadband/monitoring/quality/share/50b5286c38e599088ce8ef7e96104b176e3bef36
    • Molly_T's avatar
      Molly_T
      Forum Team
      11 months ago

      Hi DanR2024 👋

      Welcome to the community! Thank you for posting. 

      Sorry to hear about these issues with your Hub connection, concerns due to the timing synchronisation failure, and experience getting support with this so far. 

      There aren't currently any issues in the area, but it does look as though a number of disconnections are registering on the hub which we need to investigate further to offer support. We will just need to send you a PM to confirm a few account details so we can arrange this for you.

      I will do this for you now - you can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

      Wishing you all the best. 🌞

      • DanR2024's avatar
        DanR2024
        Joining in
        11 months ago

        Had an excellent engineer visit this morning and has resolved a number of issues with my physical installation. Time will tell, but hopefully the issues are all resolved!