Broadband connection keeps dropping: "SYNC Timing Synchronization failure"

[rsherhod]

Hi. My Hub 3.0 in modem mode keeps losing its connection. Once or twice a day it drops out and my ASUS router reports "Your ISP's DHCP Does Not Function Properly". I've checked the modem's log, and it appears to be losing sync to Virgin Media's network:

01/09/2021 16:19:34 Warning! Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
01/09/2021 16:19:29 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
01/09/2021 16:19:28 Warning! RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
01/09/2021 16:19:28 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
01/09/2021 16:17:46 Warning! Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
01/09/2021 16:17:41 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
01/09/2021 16:17:41 Warning! RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
01/09/2021 16:17:41 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
01/09/2021 16:17:41 Warning! RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
01/09/2021 16:17:36 Warning! Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
01/09/2021 16:17:33 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
01/09/2021 16:17:32 Warning! RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
01/09/2021 16:17:32 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
01/09/2021 16:17:30 Warning! RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
01/09/2021 16:17:30 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
01/09/2021 16:17:30 Warning! RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
01/09/2021 16:17:30 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
01/09/2021 16:17:30 Warning! RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;
01/09/2021 16:17:15 Warning! Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=yy:yy:yy:yy:yy:yy;CM-QOS=1.1;CM-VER=3.0;

I've had an engineer come already, and he claimed it was fixed. It did seem to get more stable for a while, but now it's dropping out again. Any ideas?

[lotharmat]

Yeah - there's a big spike in PostRS errors and very low SNR (RxMER) - That'd need VM to likely book a tech visit to investigate and remedy!

[Lee_R]

Hi @rsherhod thanks for getting back to us.

I am really sorry that your connection issue is ongoing.  We've located your account from here and I'd like to send out a technician.  I am going to send you a private message, to confirm some details.

Regards

Lee_R

[Lee_R]

Hi @rsherhod thanks for confirming your details.

In the time between our communications, there has been a confirmed issue in your area reported.  This issue prevents us from booking a technician at this time.  There is an estimated fix time of 9:10pm this evening.

Regards

Lee_R