Virgin Media Community

[steve512]

Hi, ever since this Monday I've been having constant internet dropouts, and had a look at the Hub 3.0's logs today, and saw constant "SYNC Timing Synchronization failures/RCS Partial Service" errors. The VirginMedia site which checks for your internet tells me to check back in 24 hours, but it's been going on for the whole week.

We’re looking into it. Check back here after 23 hours and if there’s still an issue we’ll help you book an engineer.

Could I get some help/fast tracked into the support system. Thanks.

Time Priority Description

18/03/2022 14:37:40	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
18/03/2022 14:36:42	Warning!	RCS Partial Service;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
18/03/2022 14:35:59	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
18/03/2022 14:29:59	Warning!	RCS Partial Service;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
18/03/2022 14:29:58	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
18/03/2022 14:29:58	Warning!	RCS Partial Service;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
18/03/2022 14:29:57	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
18/03/2022 14:29:57	Warning!	RCS Partial Service;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
18/03/2022 14:28:51	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
18/03/2022 14:28:15	Warning!	RCS Partial Service;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
18/03/2022 14:28:15	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
18/03/2022 14:28:4	Warning!	RCS Partial Service;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
18/03/2022 14:27:58	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
18/03/2022 14:27:58	Warning!	RCS Partial Service;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
18/03/2022 14:27:52	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
18/03/2022 14:27:48	Warning!	RCS Partial Service;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
18/03/2022 14:27:47	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
18/03/2022 14:27:32	Warning!	RCS Partial Service;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
18/03/2022 14:27:27	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
18/03/2022 14:26:39	Warning!	RCS Partial Service;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;

[Anonymous]

One of the ways of solving sync timing synchronization failure is by carrying out a power cycle or what is commonly referred to as a reset. Simply turn off your hub and wait for 30-45 seconds before switching it on again. Once it’s fully on, turn it off again. Repeat this 4-5 times then give it a final restart. This should solve the problem for you

If the above approach fails, check your cable connections are tight and secure at both ends. 

[steve512]

After doing said suggestions it still occurs every hour or so. Cables were reconnected, modem restarted multiple times, same with the router.

[Anonymous]

This error generally points to a loose or damaged connection somewhere between your hub and your local cabinet. 

It might benefit from a call to customer services for an engineer but you could also check for local issues https://www.virginmedia.com/help/service-status and if that is clear trying a pinhole reset of the hub. 

[Travis_M]

Hi @steve512

Thanks for posting on our community forum!

Sorry to hear about your issue, how are you getting on today? Have you managed to speak to our team regarding the issue?

Regards

[wwhyte92]

Hi Travis,

I am also having this issue with my broadband connection. I tried calling the technical support team but haven't been able to get anywhere (informed there is a service outage this morning in my area so must wait for that to be resolved, despite the problem being prevalent for the past month).

There's no way to contact the technical team to discuss this other than calling, which I can't keep sparing time to do as it takes a long time to get through to someone and explain problems again and again. Is there any way you can help?