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Kerry-Ann's avatar
Kerry-Ann
Joining in
19 days ago

SYNC Timing Synchronization failure

Hello so I have had the run around for the past year with this issue and this is my last attempt to try and get it sorted on this forum before I move suppliers 

Let me start with my issue and what I have tried. So my modem randomly looses Internet connection there is no pattern to it it can happen 8 times a day or not at all for a week but it does not come back until I restart modem.

I have been In touch with support multiple times they have send me a new cable and filter didn't work they send out a new box didn't work I have had 1 engineer out on his own could not find an issue they send another engineer out with 2 this time and both still could not find an issue but one of them did say to get in touch with viegin and request a an account rebuild but support will not listen so please help me get my account rebuilt this is the error I get over and over 

 

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[REMOVED]:CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

 

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sync error
SYNC Timing Synchronization failure
  • Gareth_L's avatar
    Gareth_L
    Forum Team
    17 days ago

    Hello Kerry-Ann.

    Thanks for your first post and welcome to our community.
    Sorry to hear about the ongoing issue with your connection.
    I'd like to investigate this for you and see if we can get to the bottom of this.
    If you don't mind, I'll need to send you a private message to pass security. 
    If you can check the envelope at the top right of your screen, that would be great. 
    Gareth_L