Internet drop out - SYNC Timing Synchronization failure - Loss of Sync errors..

[gingamonkey]

My Virgin broadband has generally been pretty rock solid over the years, but the past few weeks it has got progressively worse - Losing internet intermittently (wired AND wireless devices).

I've tested that all the connections are nicely tightened, and I'm pretty confident it's the cabling to the house, as a joint had to be buried in the flower bed by Virgin a few years back when we had the drive widened. It's also partially affecting the digital TV signal as the image corrupts occasionally. 

I've spoken with a customer service representative earlier this evening, but it's become much more prominent throughout today/this evening, and the earliest they have been able to book me in for is 29th December!?

This is 4 weeks away, and is not good enough when both myself and my wife rely on the internet to work from home for half the week each! 

Here is an example of the logs I'm getting from the router:
02/12/2022 20:20:26 Warning! RCS Partial Service;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;
02/12/2022 20:20:26 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;
02/12/2022 20:12:20 Warning! RCS Partial Service;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;
02/12/2022 20:12:20 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;
02/12/2022 20:12:12 notice LAN login Success;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;
02/12/2022 20:10:26 notice NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;
02/12/2022 20:09:31 Warning! RCS Partial Service;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;
02/12/2022 20:09:31 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;
02/12/2022 20:09:31 Warning! RCS Partial Service;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;
02/12/2022 20:02:57 notice LAN login Success;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;
02/12/2022 19:50:50 Warning! RCS Partial Service;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;
02/12/2022 19:50:50 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;
02/12/2022 19:25:30 Warning! RCS Partial Service;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;
02/12/2022 19:25:30 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;
02/12/2022 19:22:21 Warning! RCS Partial Service;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;
02/12/2022 19:22:21 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;
02/12/2022 19:18:25 Warning! RCS Partial Service;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;
02/12/2022 19:18:25 critical No Ranging Response received - T3 time-out;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;
02/12/2022 19:12:43 Warning! RCS Partial Service;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;
02/12/2022 19:12:42 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.0;

Can any Virgin representative on this forum help with our situation please?

Any help much appreciated - Thanks.

[gingamonkey]

Thanks for getting back to me Lee , really appreciated (*especially at this time on a Sunday evening), but that appointment is actually a day later than the one that had already been booked by one of your peers after calling the tech support phoneline on Friday!
I was posting my complaint here to try and speed up the process, as the original date of the 29th Dec was unacceptable.

What is my family supposed to do for the whole month of December with regards to internet access for work (as well as the Christmas holidays)? Losing a month's worth of service, due to waiting for a technician, isn't really on - Surely there is an order of priority where service is lost and is critical to a customer's day to day life?

How am I supposed to do my job which earns the money to pay my Virgin Media bill?

If nothing can be done, how am I going to be recompensated, as I'm currently paying for services which I'm not receiving?

Many thanks

[gingamonkey]

Weird! My account says the visit is scheduled for 30th Dec, but just received a text saying it’s this coming Friday… 9th Dec!?

Assuming this shorter date is your doing Lee (?), so apologies if I sounded a little irate in my previous post. Many thanks for your help ♥️

[Lee_R · Accepted solution]

Hi gingamonkey, thanks for getting back to me privately.  

This is just a quick note to confirm you're satisfied with the response and efforts of the forum team?  Remember, if you ever need assistance in the future, our fantastic community and forum team are always willing to lend a hand. Also, please bear in mind that our website offers lots of helpful information and also, you can manage your account from here.

Regards

Lee_R

[gingamonkey]

Hi, me again!

I've been working in the office today and just got home to discover that my internet issue seems to have magically resolved itself!?

Checking the logs, I have had ZERO 'SYNC Timing Synchronization failure' errors since 6.28am this morning. I've just restarted the router and these are the new logs (*these figures would have already been running into the 000's of errors within the same few mins previously).

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 299000000 -6.5 38 256 qam 21
2 139000000 3.2 38 256 qam 1
3 147000000 3 40 256 qam 2
4 155000000 2 38 256 qam 3
5 163000000 1.2 38 256 qam 4
6 171000000 0.9 38 256 qam 5
7 179000000 -0.5 38 256 qam 6
8 187000000 -0.2 38 256 qam 7
9 195000000 -1.5 38 256 qam 8
10 203000000 -0.7 38 256 qam 9
11 211000000 -1.9 38 256 qam 10
12 219000000 -1.7 38 256 qam 11
13 227000000 -2.2 38 256 qam 12
14 235000000 -2.7 38 256 qam 13
15 243000000 -3.5 38 256 qam 14
16 251000000 -4 38 256 qam 15
17 259000000 -4.4 38 256 qam 16
18 267000000 -5.2 38 256 qam 17
19 275000000 -5 38 256 qam 18
20 283000000 -6 38 256 qam 19
21 291000000 -5.2 38 256 qam 20
22 307000000 -5.7 38 256 qam 22
23 315000000 -6.7 37 256 qam 23
24 323000000 -5.5 38 256 qam 24

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 21 0
2 Locked 38.9 0 0
3 Locked 40.3 6 0
4 Locked 38.9 7 0
5 Locked 38.6 2 0
6 Locked 38.6 20 0
7 Locked 38.6 7 0
8 Locked 38.6 7 0
9 Locked 38.9 5 0
10 Locked 38.9 15 0
11 Locked 38.6 0 0
12 Locked 38.6 5 0
13 Locked 38.9 11 0
14 Locked 38.9 6 0
15 Locked 38.9 5 0
16 Locked 38.9 3 0
17 Locked 38.6 10 0
18 Locked 38.6 2 0
19 Locked 38.9 6 0
20 Locked 38.6 3 0
21 Locked 38.9 23 0
22 Locked 38.9 1 0
23 Locked 37.6 1 0
24 Locked 38.6 0 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 30099964 39 5120 64 qam 4
2 23600007 39 5120 64 qam 5
3 36599971 39 5120 64 qam 3
4 43099986 41 5120 64 qam 2
5 49599981 39 5120 64 qam 1

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



I don't understand how this could happen tbh. If Virgin have fixed something in the area, it's especially weird that it started working again so early in the morning don't you thing?

My question is, does this look perfectly healthy again, and if so, do I cancel the engineer appointment so that the slot can be used by someone with a still valid issue, or is it still worthwhile getting them out to check everything over (and as importantly, would I be likely to incur a charge if nothing is wrong!)? 

Lee/John any input much appreciated. Thanks!

[gingamonkey]

[gingamonkey]

I'm on the M350 Fibre Broadband package - These are my speedtest results.....

[Megan_L]

Hi Gingamonkey, 

Thanks for coming back to us about this issue with your power levels and broadband problems, I am glad to see it's actually been resolved now!

If things are still looking stable since your last post, would you like to cancel the visit that Lee had originally booked?

Thanks,

Megan_L

[gingamonkey]

Just wanted to say thanks to John and the Virgin Media forum mods for your help. The matter was resolved and all back to normal.

After an initial scare of having to wait a month for a fix, the issue was dealt with effectively thanks to the help of the mods on this forum. Much appreciated!

Also, a big thanks to the engineer, Glenn, who came out to take a look. Seems there was a network issue which had been resolved in the interim, but he replaced all connections while he was here as he said that a couple of the connections were a bit dodgy and could have flared up at any time.

Thanks!