Constantly getting SYNC Timing Synchronization failure - Loss of Sync network error

[Unhappy20]

I have been constantly experiencing lost of internet for the past month, internet keep disconnecting in random time and am really annoyed about this. 
The network log shows multiple SYNC Timing Synchronization failure - Loss of Sync and No Ranging Response received - T3 time-out error.

Network Log

Time	Priority	Description
21/04/2024 00:42:16	critical	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
20/04/2024 21:48:30	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
20/04/2024 21:48:30	Warning!	RCS Partial Service;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
20/04/2024 21:48:30	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
20/04/2024 21:48:30	Warning!	RCS Partial Service;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
20/04/2024 21:48:19	Warning!	Lost MDD Timeout;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
20/04/2024 21:48:18	Warning!	RCS Partial Service;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
20/04/2024 21:48:15	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
20/04/2024 21:48:15	Warning!	RCS Partial Service;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
20/04/2024 21:48:15	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
20/04/2024 21:48:14	Warning!	RCS Partial Service;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
20/04/2024 03:45:49	critical	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
19/04/2024 21:40:56	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
16/04/2024 12:39:34	critical	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
16/04/2024 09:40:56	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
12/04/2024 22:28:33	critical	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
12/04/2024 21:40:56	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
10/04/2024 01:14:22	critical	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
09/04/2024 09:40:56	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

[Client62]

Share the Upstream & Downstream tabs in the same way, the connection stats often reveal more than the Hub log.

VM Hub induced random Wi-Fi disconnects are often fixed by disabling Smart Wi-Fi in the Hub admin menu
and setting fixed Wi-Fi channels on both the 2.4 & 5 GHz bands.

[Unhappy20]

Downstream bonded channels

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

1	202750000	13.3	40	256 qam	9
2	138750000	13.9	38	256 qam	1
3	146750000	14.1	40	256 qam	2
4	154750000	13.6	38	256 qam	3
5	162750000	13.6	38	256 qam	4
6	170750000	14	38	256 qam	5
7	178750000	14	40	256 qam	6
8	186750000	13.9	38	256 qam	7
9	194750000	13.6	40	256 qam	8
10	210750000	13	38	256 qam	10
11	218750000	13	40	256 qam	11
12	226750000	12.9	38	256 qam	12
13	234750000	12.5	40	256 qam	13
14	242750000	12.5	40	256 qam	14
15	250750000	13.1	38	256 qam	15
16	258750000	13	38	256 qam	16
17	266750000	12.8	38	256 qam	17
18	274750000	13	40	256 qam	18
19	282750000	13.5	40	256 qam	19
20	290750000	13.3	38	256 qam	20
21	298750000	13	38	256 qam	21
22	306750000	13	40	256 qam	22
23	314750000	13.5	40	256 qam	23
24	322750000	13.8	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.3	296	6570
2	Locked	38.9	454	6808
3	Locked	40.3	407	7102
4	Locked	38.9	243	7277
5	Locked	38.9	454	6767
6	Locked	38.9	455	6469
7	Locked	40.3	438	6647
8	Locked	38.9	509	6694
9	Locked	40.3	236	6404
10	Locked	38.9	572	6177
11	Locked	40.3	513	7735
12	Locked	38.9	428	7776
13	Locked	40.3	561	7666
14	Locked	40.9	480	6837
15	Locked	38.9	509	7553
16	Locked	38.9	574	7720
17	Locked	38.9	459	7343
18	Locked	40.3	517	6604
19	Locked	40.3	417	6269
20	Locked	38.9	400	6733
21	Locked	38.9	504	7694
22	Locked	40.9	652	5453
23	Locked	40.3	483	5565
24	Locked	40.9	494	5530

[Unhappy20]

Upstream bonded channels

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

1	36599949	32.8	5120	64 qam	3
2	30099798	32.5	5120	64 qam	4
3	43100265	33.3	5120	64 qam	2
4	23599763	32	5120	64 qam	9
5	49599997	33.8	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	20	0
2	ATDMA	0	0	14	0
3	ATDMA	0	0	17	0
4	ATDMA	0	0	6	0
5	ATDMA	0	0	15	0

[Unhappy20]

Tried to reboot Hubs but still doesn't help. Can anyone advise?

[Ashleigh_C]

Hi there @Unhappy20 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry that you have faced this issue with your service and thank you so much again for your post here. I have taken a look on our side and I can see that there are a few issues with the Hub that will require an engineer to take a look. I'm going to pop you a private message so that we can get this appointment arranged. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.