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Intermittent "SYNC Timing Synchronization failure - Loss of Sync;" - how to get engineer to come?

gharkness
Tuning in

This community is really useful - thanks all.

I've got the same issue that many have reported previously where internet connectivity drops out intermittently, with network logs like this:

14/02/2022 15:13:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2022 15:12:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

I can provide other data if that helps but, from reading other posts here, it feels like I need to get an engineer to come.

Unfortunately, I can't even get through to speak to a real person in Customer Services.  The automated systems just seem to test my connectivity - which is 99/100 _working_ - and they then direct me towards instructions for fixing my internal network, which is categorically not faulty 🙂

Any ideas how I can navigate VM Customer Services?

 

25 REPLIES 25

I wouldn't worry about the BQM - the network log shows that the connection is hugely intermittent, and although power levels and SNR were OK when you took the data, the downstream post-RS (uncorrectable) error counts are huge.  I've flagged for forum staff to advise - unless there's an area fault already being worked on you will need a technician visit, and they can book that for you.

Zak_M
Forum Team (Retired)
Forum Team (Retired)

Good morning @gharkness

 

Welcome to the forums & thank you for taking the time to post. 

 

Unfortunately I haven't managed to run further diagnostics at this stage. 

 

I am going to pop you over a PM so that I can get some further information. 

 

Kind regards,

Zak_M

Zak_M
Forum Team (Retired)
Forum Team (Retired)

Good morning @gharkness

 

Thank you for taking the time provide me that information via PM. 

 

Having taken a look over things, there is currently an SNR outage that are currently effecting your services. This is due to be resolved as of the 16/02/22. 

 

Kind regards,

Zak_M

Thanks.

There wasn't any information about an outage when I tried to diagnose the problem on the Virgin Media website. Is that expected?

G


@gharkness wrote:

Thanks.

There wasn't any information about an outage when I tried to diagnose the problem on the Virgin Media website. Is that expected?

G


Unfortunately yes.  It is often the case that customers get different answers from the two different online fault checkers, a third different answer if they phone in, and sometimes a fourth one from forum staff.  That's no fault of VM's employees, who have to work with a menagerie of under-invested systems and processes that don't communicate across the various platforms and silos.  I can only conclude that management don't see unreliable and inconsistent information as a problem that matters sufficiently to merit solving.  

Thanks for taking the time to reply @Andrew-G!

Fingers crossed for a fix tomorrow 🙂

Hi, 
Thank you for getting back to us. Now the outage has ended, are you still experiencing any issues on your service?

Let us know how things are getting on so we can offer further support if needed!

All the best. 

Molly

Hi @Molly_T

Thanks for your reply.

I'm still seeing dropouts - last one was 12.05pm today.

Is the fix reported since then?

Thanks,

Graeme

 

Network Log

Time Priority Description

17/02/2022 12:05:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2022 12:05:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2022 11:15:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2022 11:15:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2022 11:10:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2022 11:10:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2022 11:10:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2022 11:10:5criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2022 11:06:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2022 11:06:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2022 11:06:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2022 11:06:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2022 11:06:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2022 11:06:26criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2022 11:00:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2022 11:00:44criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2022 10:45:47noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2022 10:27:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2022 10:27:59criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2022 10:17:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

...and dropped again at 13.02 and 13.07.

Don't think it's fixed 😞

Any advice?

Thanks, G

And a few more times this afternoon, and at 19.38 this evening.

 

17/02/2022 19:38:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2022 19:38:14criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;