Constant Disconnections - SYNC Timing Synchronization failure

[Legeviel]

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

1	203000000	5	40	256 qam	9
2	211000000	4.6	38	256 qam	10
3	219000000	4.5	40	256 qam	11
4	227000000	4.4	38	256 qam	12
5	235000000	4.1	38	256 qam	13
6	243000000	3.9	38	256 qam	14
7	251000000	3.7	38	256 qam	15
8	259000000	3.9	38	256 qam	16
9	267000000	4.5	38	256 qam	17
10	275000000	4.5	40	256 qam	18
11	283000000	4.5	40	256 qam	19
12	291000000	4.6	40	256 qam	20
13	299000000	4.8	38	256 qam	21
14	307000000	4.3	38	256 qam	22
15	315000000	4.4	38	256 qam	23
16	323000000	4.4	38	256 qam	24
17	331000000	4	38	256 qam	25
18	339000000	4.3	38	256 qam	26
19	347000000	4.5	40	256 qam	27
20	355000000	3.9	38	256 qam	28
21	363000000	3.4	40	256 qam	29
22	371000000	3.2	38	256 qam	30
23	379000000	3.2	38	256 qam	31
24	387000000	3	38	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	62322	11187
2	Locked	38.9	77787	11008
3	Locked	40.3	63555	10115
4	Locked	38.9	39767	9615
5	Locked	38.9	33360	9376
6	Locked	38.9	36482	8458
7	Locked	38.9	36226	7748
8	Locked	38.6	26918	7362
9	Locked	38.9	20766	6359
10	Locked	40.3	15208	5941
11	Locked	40.3	11518	5461
12	Locked	40.3	9801	5013
13	Locked	38.9	9936	4707
14	Locked	38.9	10217	5076
15	Locked	38.9	10644	5555
16	Locked	38.9	10534	5509
17	Locked	38.9	10126	5352
18	Locked	38.9	9281	5091
19	Locked	40.9	8189	4719
20	Locked	38.6	7330	4507
21	Locked	40.3	6257	4085
22	Locked	38.9	6152	3896
23	Locked	38.9	6164	3883
24	Locked	38.9	6036	3588

Upstream bonded channels

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

1	49600000	39.3	5120	64 qam	1
2	30100000	44.5	5120	64 qam	4
3	43100000	43.5	5120	64 qam	2
4	23600034	47	5120	64 qam	5
5	36600053	39	5120	64 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

[Paulina_Z]

Hi @Legeviel,

Thank you for coming back and for updating the thread! Sorry to hear that you're still having some issues with your connection! I can understand how frustrating this can be.

I've taken a look at our systems and I cannot see any issues with your connection on our side. However, as you've provided a link to your BQM, I can see that you are experiencing problems. 

The next steps we should take is to arrange anther technician appointment for you so that we can have this looked into further.

I'll send you a Private Message to confirm a few details. Please keep an eye our for an envelope at the top right corner of your Forum page. If you have issues locating this, please let me know and I can help. I'll be in touch soon.

Thank you! 😊 

[Paulina_Z]

Hi @Legeviel,

Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for ongoing intermittent connection issue – you can check and amend the date and time of your appointment via your online account.

There will be no charge for this visit unless:
•    The technician diagnoses the faults as not being caused by our network/equipment 
•    The technician discovers that the fault or problem relates to your equipment
•    The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.
Please keep us updated on how your appointment goes and if you need any further assistance.

Thank you.

[Paulina_Z]

Hi @Legeviel,

Thank you for coming back to me via Private Message. I'm glad that you're happy with your appointment date and time.

Let us know how your appointment goes and if you need any further help or assistance.

Thank you! 😊