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willsetten's avatar
willsetten
Joining in
11 months ago

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

For the last few weeks I've noticed my router periodically turning itself off. When looking at the router network log, I see this:

25-06-2024 09:31:04criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XXXXXXXXXXXXXX
25-06-2024 09:31:03criticalCable Modem Reboot because of - HW or Power-On Reset

Alongside this the speeds I get are around 400meg below what I should be getting. Very frustrating on a service I pay very good money for.

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  • Tudor's avatar
    Tudor
    Very Insightful Person
    11 months ago

    Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

    VM will not dispatch any technicians while an area fault exists.

    If no area faults found:

    The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post. This board is not a fault reporting system.

  • Robert_P's avatar
    Robert_P
    Icon for Forum Team rankForum Team
    11 months ago

    Hello willsetten

     

    Sorry to hear of the Hub issues experienced. We appreciate you taking the time to raise this via the forums, welcome to the community.

     

    From checking the connection and equipment, there does appear to be some issues that will require a visit. I will send you a Private Message to get some more details from you to assist. Check the envelope in the top right of the forum when signed in for the message.

     

    Rob