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Constant Disconnections - SYNC Timing Synchronization failure

Legeviel
Joining in

on ‎08-04-2023 14:06

Good afternoon,

For the longest time, I've had constant issues with the internet dropping for a few seconds, which causes massive issues while gaming. From what I can tell, this is accompanied by packet loss and high ping, with the router status displaying "SYNC Timing Synchronization failure" and "RCS Partial Service" messages whenever it happens. Restarting the router does nothing, and the errors happen at varying frequencies, from once every few days to 5-6 times a day, which makes it incredibly frustrating to do anything online.

Any help would be appreciated, and please let me know if more information is required.

Link to BQM graph: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/6514dc3aa5b0f77670dd1cbd44aafbd7282e0e55

Router logs (last reset happened yesterday, 07.04, at around 16:00)

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
203000000
Locked
Ranged Upstream Channel (Hz)
49600000
Locked
Provisioning State
Online
 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1203000000540256 qam9
22110000004.638256 qam10
32190000004.540256 qam11
42270000004.438256 qam12
52350000004.138256 qam13
62430000003.938256 qam14
72510000003.738256 qam15
82590000003.938256 qam16
92670000004.538256 qam17
102750000004.540256 qam18
112830000004.540256 qam19
122910000004.640256 qam20
132990000004.838256 qam21
143070000004.338256 qam22
153150000004.438256 qam23
163230000004.438256 qam24
17331000000438256 qam25
183390000004.338256 qam26
193470000004.540256 qam27
203550000003.938256 qam28
213630000003.440256 qam29
223710000003.238256 qam30
233790000003.238256 qam31
24387000000338256 qam32



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked40.36232211187
2Locked38.97778711008
3Locked40.36355510115
4Locked38.9397679615
5Locked38.9333609376
6Locked38.9364828458
7Locked38.9362267748
8Locked38.6269187362
9Locked38.9207666359
10Locked40.3152085941
11Locked40.3115185461
12Locked40.398015013
13Locked38.999364707
14Locked38.9102175076
15Locked38.9106445555
16Locked38.9105345509
17Locked38.9101265352
18Locked38.992815091
19Locked40.981894719
20Locked38.673304507
21Locked40.362574085
22Locked38.961523896
23Locked38.961643883
24Locked38.960363588

Upstream bonded channels

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

14960000039.3512064 qam1
23010000044.5512064 qam4
34310000043.5512064 qam2
42360003447512064 qam5
53660005339512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
5ATDMA0000
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12 REPLIES 12

Legeviel
Joining in

on ‎08-04-2023 14:07

Network Log

Time Priority Description

08/04/2023 13:54:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2023 13:53:19noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2023 13:52:9criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2023 01:42:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2023 01:12:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2023 01:06:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2023 23:38:23criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2023 21:13:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2023 21:10:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2023 18:00:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2023 16:10:4noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2023 15:36:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2023 15:01:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2023 15:00:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2023 15:00:5criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2023 14:24:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2023 13:36:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2023 22:17:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2023 17:16:10criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2023 17:10:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Chris_W1
Forum Team
Forum Team
In response to Legeviel

on ‎10-04-2023 16:21

Hi Legeviel, thanks for the message and welcome to the forums. 

I am sorry to hear that there has been an issue with the connection and things are looking okay at the moment. 

How is the service today? Can you set up a BQM here and let us know the results? 

Kind regards, Chris. 

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Legeviel
Joining in
In response to Chris_W1

on ‎11-04-2023 18:13

The BQM has been set up already, the link for live monitoring is:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/6514dc3aa5b0f77670dd1cbd44aafbd7282e0e55

It was fine on the 10th, however today (11th April), it had a drop at 4 AM, but it's behaved itself during the day.

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Legeviel
Joining in
In response to Legeviel

on ‎13-04-2023 20:17

Disconnects still happening. Posting an updated router log as it hasn't been restarted since the 7th of April:

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

12030000004.838256 qam9
22110000004.538256 qam10
32190000004.440256 qam11
42270000004.138256 qam12
52350000003.938256 qam13
62430000003.438256 qam14
7251000000338256 qam15
82590000003.538256 qam16
92670000004.138256 qam17
102750000004.140256 qam18
11283000000440256 qam19
122910000004.338256 qam20
132990000004.438256 qam21
143070000003.938256 qam22
15315000000438256 qam23
16323000000438256 qam24
173310000003.538256 qam25
183390000003.938256 qam26
193470000004.140256 qam27
203550000003.538256 qam28
21363000000338256 qam29
22371000000338256 qam30
233790000002.938256 qam31
243870000002.738256 qam32



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked38.988991456360
2Locked38.6117325655433
3Locked40.397270146927
4Locked38.957785237621
5Locked38.945077033208
6Locked38.654714731013
7Locked38.957064927710
8Locked38.631240025186
9Locked38.919058122259
10Locked40.312924819685
11Locked40.39589418509
12Locked38.98299817015
13Locked38.98076915809
14Locked38.96673916245
15Locked38.95358315625
16Locked38.94820415757
17Locked38.94626315363
18Locked38.93712514280
19Locked40.33349213676
20Locked38.92989813369
21Locked38.92690712273
22Locked38.92749612119
23Locked38.92746811358
24Locked38.62414510502

Upstream bonded channels

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

14960012642.8512064 qam1
23010000044.3512064 qam4
34310000042.5512064 qam2
42359998540.3512064 qam5
53659999042.8512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0020
3ATDMA0000
4ATDMA0020
5ATDMA0010
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Legeviel
Joining in
In response to Legeviel

on ‎13-04-2023 20:18

Network Log

Time Priority Description

13/04/2023 20:13:16noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2023 20:12:24criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2023 20:02:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2023 15:08:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2023 15:08:18criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2023 14:48:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2023 12:48:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2023 05:25:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2023 04:59:23criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2023 04:38:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2023 04:34:4ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2023 03:54:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2023 03:37:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2023 16:02:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2023 15:43:50criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2023 15:28:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2023 15:27:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2023 15:26:5criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2023 15:04:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2023 15:04:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Beth_G
Forum Team
Forum Team
In response to Legeviel

on ‎14-04-2023 15:02

Hi Legeviel,

Thanks for your post! I'm sorry to hear you've been having some trouble with your broadband connection. 

I've had a look from this end and can see that some of your power levels are out of our normal parameters, so we will need to book in an engineer visit for you so they can be put right.

I've popped you over a private message now so I can take some details and arrange this with you. Please look out for my message over at the purple envelope.

Cheers!

Beth
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Beth_G
Forum Team
Forum Team

on ‎17-04-2023 10:46

Hi Legeviel

Thanks for confirming your details over PM.
I've gone ahead and booked in the next available engineer appointment for you. You can view and manage your appointment slot here.

There are a few things you need to be aware of for the visit. There may be a £25 charge if:

 

•    The customer is not present for the technician visit (aka a missed appointment).

•    The fault is due to customer's own equipment.

•    The fault is due to damage caused by someone at the customer's premises which we were not aware of.

•    The fault is due to theft, loss, or removal of equipment.

 

Otherwise, the appointment would be free of charge.

 

Let us know how the visit goes and if you need anything else 😊

Thanks

Beth
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Legeviel
Joining in
In response to Beth_G

on ‎28-05-2023 01:15

Update, we've had an engineer come in a month ago; they changed the box in the house and the problem seemed to get better, at least partially - we still had ping spikes, but no disconnects. However, as time has passed, different problems seem to have appeared: the drops are back, now taking up to 5-10 minutes to resolve instead of the few seconds they did before. Before the drops happen, there's also a series of high ping spikes.

Making this post after a drop that happened about 20 minutes ago - I ran the router troubleshooter to see if it comes up with any errors - I'm not sure if that restarted the router or if it restarted itself, but during the drop it was only displaying 3 upstream bonded channels. The logs below are from after it reconnected to the network.

Link to BQM:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/6514dc3aa5b0f77670dd1cbd44aafbd728...

 (I'm also not sure why the BQM shows that large drop either, as we were definitely able to connect to the internet, just with the issues described above).

 

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
203000000
Locked
Ranged Upstream Channel (Hz)
49600000
Locked
Provisioning State
Online
 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1203000000540256 qam9
2139000000638256 qam1
3147000000638256 qam2
41550000005.638256 qam3
51630000005.540256 qam4
61710000005.640256 qam5
71790000005.540256 qam6
81870000005.540256 qam7
91950000005.540256 qam8
102110000004.840256 qam10
112190000004.640256 qam11
122270000004.438256 qam12
132350000004.440256 qam13
142430000003.938256 qam14
152510000003.740256 qam15
162590000003.738256 qam16
172670000004.540256 qam17
182750000004.538256 qam18
192830000004.640256 qam19
202910000004.540256 qam20
212990000004.640256 qam21
223070000004.440256 qam22
233150000004.338256 qam23
243230000004.340256 qam24



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked40.3715
2Locked38.600
3Locked38.9190
4Locked38.9190
5Locked40.3160
6Locked40.3120
7Locked40.3170
8Locked40.3190
9Locked40.950
10Locked40.340
11Locked40.340
12Locked38.960
13Locked40.380
14Locked38.920
15Locked40.360
16Locked38.600
17Locked40.350
18Locked38.970
19Locked40.350
20Locked40.960
21Locked40.350
22Locked40.3200
23Locked38.9200
24Locked40.9210

Upstream bonded channels

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

14960000042.8512064 qam1
22360000046.8512016 qam5
33010000045.3512064 qam4
43660000044.3512064 qam3
54310000043.3512064 qam2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
5ATDMA0000
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Legeviel
Joining in
In response to Legeviel

on ‎28-05-2023 01:16

Network Log

Time Priority Description

28/05/2023 00:49:44noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2023 00:47:3criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2023 00:43:16criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2023 00:43:16criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2023 00:43:14criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2023 00:43:14criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2023 00:42:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2023 20:25:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2023 20:25:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2023 17:01:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2023 17:01:5criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2023 16:39:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2023 16:27:19criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2023 15:19:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2023 15:05:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2023 13:40:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2023 13:40:18criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2023 00:58:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2023 00:56:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2023 00:56:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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