SYNC Timing Synchronization failure

Question

I have been experiencing jitter and intermittent packet loss on my internet connection.

The Superhub reports critical warnings in the log saying "SYNC Timing Synchronization failure"

Could you please arrange an engineer visit to address this locally?

Thanks

jbrennand · Answer

Lets see the Hub's connection data first - can you do this....

__________________________________________________

Post up your Hub/network connection details in the format below and someone will check to see if there is a problem there. In your browser’s URL type in 192.168.0.1 if in router mode or 192.168.100.1 if in modem mode. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.

Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables in the Downstream tab, the 2 in the Upstream tab, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality

Cardiffman282 · Answer

3.1 Downstream is all over the place. Check for local faults on 0800 561 0061.&nbsp;

Tudor · Answer

Looks like noise ingress on channel 12 from a DAB signal. You will probably need a technician’s visit to rectify, unless there is an area fault.&nbsp;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 service status page, 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.

dan0young · Answer

3.0 Downstream channelsChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID13310000001.140QAM 2562521390000003.438QAM 256131470000003.239QAM 256241550000003.339QAM 256351630000003.139QAM 256461710000002.839QAM 256571790000002.639QAM 256681870000002.439QAM 256791950000002.438QAM 2568102030000001.739QAM 2569112110000001.638QAM 25610122190000001.430QAM 25611132270000001.237QAM 25612142350000001.339QAM 25613152430000001.339QAM 25614162510000001.336QAM 25615172590000001.239QAM 25616182670000001.339QAM 25617192750000001.439QAM 25618202830000001.639QAM 25619212910000001.939QAM 2562022299000000239QAM 2562123307000000239QAM 25622243150000001.940QAM 25623253230000001.540QAM 2562426339000000140QAM 25626273470000000.840QAM 25627283550000000.640QAM 25628293630000000.640QAM 25629303710000000.540QAM 25630313790000000.540QAM 25631323870000000.540QAM 256323.0 Downstream channelsChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors1Locked40002Locked383103Locked39304Locked39205Locked39006Locked39007Locked39108Locked39009Locked380010Locked390011Locked380012Locked306547142013Locked370014Locked390015Locked390016Locked360017Locked390018Locked390019Locked390020Locked390021Locked390022Locked390023Locked390024Locked400025Locked400026Locked400027Locked400028Locked400029Locked400030Locked400031Locked400032Locked40003.1 Downstream channelsChannelChannel Width (MHz)FFT TypeNumber of Active SubcarriersModulation (Active Profile)First Active Subcarrier (Hz)159944K1840QAM 409611083.1 Downstream channelsChannel IDLocked StatusRxMER Data (dB)PLC Power (dBmV)Corrected errors (Active Profile)Uncorrectable errors (Active Profile)159Locked29-9.810085248751137124

dan0young · Answer

3.0 Upstream channelsChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID04960000050.55120QAM 64914310000049.55120QAM 641023660000049.35120QAM 6411330100000495120QAM 6412423600000495120QAM 64133.0 Upstream channelsChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts0ATDMA00001ATDMA00002ATDMA00003ATDMA00004ATDMA00003.1 Upstream channelsChannelChannel Width (MHz)Power (dBmV)FFT TypeModulation141044.52KQAM 2563.1 Upstream channelsChannelChannel TypeNumber of Active SubcarriersFirst Active Subcarrier (Hz)T3 TimeoutsT4 Timeouts14OFDMA2007400000000

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SYNC Timing Synchronization failure

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Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	331000000	1.1	40	QAM 256	25
2	139000000	3.4	38	QAM 256	1
3	147000000	3.2	39	QAM 256	2
4	155000000	3.3	39	QAM 256	3
5	163000000	3.1	39	QAM 256	4
6	171000000	2.8	39	QAM 256	5
7	179000000	2.6	39	QAM 256	6
8	187000000	2.4	39	QAM 256	7
9	195000000	2.4	38	QAM 256	8
10	203000000	1.7	39	QAM 256	9
11	211000000	1.6	38	QAM 256	10
12	219000000	1.4	30	QAM 256	11
13	227000000	1.2	37	QAM 256	12
14	235000000	1.3	39	QAM 256	13
15	243000000	1.3	39	QAM 256	14
16	251000000	1.3	36	QAM 256	15
17	259000000	1.2	39	QAM 256	16
18	267000000	1.3	39	QAM 256	17
19	275000000	1.4	39	QAM 256	18
20	283000000	1.6	39	QAM 256	19
21	291000000	1.9	39	QAM 256	20
22	299000000	2	39	QAM 256	21
23	307000000	2	39	QAM 256	22
24	315000000	1.9	40	QAM 256	23
25	323000000	1.5	40	QAM 256	24
26	339000000	1	40	QAM 256	26
27	347000000	0.8	40	QAM 256	27
28	355000000	0.6	40	QAM 256	28
29	363000000	0.6	40	QAM 256	29
30	371000000	0.5	40	QAM 256	30
31	379000000	0.5	40	QAM 256	31
32	387000000	0.5	40	QAM 256	32

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40	0	0
2	Locked	38	31	0
3	Locked	39	3	0
4	Locked	39	2	0
5	Locked	39	0	0
6	Locked	39	0	0
7	Locked	39	1	0
8	Locked	39	0	0
9	Locked	38	0	0
10	Locked	39	0	0
11	Locked	38	0	0
12	Locked	30	6547142	0
13	Locked	37	0	0
14	Locked	39	0	0
15	Locked	39	0	0
16	Locked	36	0	0
17	Locked	39	0	0
18	Locked	39	0	0
19	Locked	39	0	0
20	Locked	39	0	0
21	Locked	39	0	0
22	Locked	39	0	0
23	Locked	39	0	0
24	Locked	40	0	0
25	Locked	40	0	0
26	Locked	40	0	0
27	Locked	40	0	0
28	Locked	40	0	0
29	Locked	40	0	0
30	Locked	40	0	0
31	Locked	40	0	0
32	Locked	40	0	0

Channel	Channel Width (MHz)	FFT Type	Number of Active Subcarriers	Modulation (Active Profile)	First Active Subcarrier (Hz)
159	94	4K	1840	QAM 4096	1108

Channel ID	Locked Status	RxMER Data (dB)	PLC Power (dBmV)	Corrected errors (Active Profile)	Uncorrectable errors (Active Profile)
159	Locked	29	-9.8	100852487	51137124

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
0	49600000	50.5	5120	QAM 64	9
1	43100000	49.5	5120	QAM 64	10
2	36600000	49.3	5120	QAM 64	11
3	30100000	49	5120	QAM 64	12
4	23600000	49	5120	QAM 64	13