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borimack
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Internet dropouts - SYNC Timing Synchronization failure

Hello,

I've been experiencing dropouts in internet both over ethernet and Wi-Fi that last for several seconds for a few months, but it has gotten much worse over the past couple of weeks. I've tried resetting my Hub 3.0 and changing the coax cable to no avail.

Quite frankly my only options now are to see if I can get any help or just leave Virgin media. I've never had a good experience with calling Virgin and I don't want to go through the hoops of trying several unfruitful things like a new Hub or a technician coming over to say that nothing's wrong, though if that is my only option then I will just be leaving VM.

Here are my logs:

Network Log:

Time Priority Description

18/05/2022 18:14:55noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 17:17:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 15:26:17criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 14:14:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 14:11:38criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 14:10:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 13:36:59criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 13:17:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 11:47:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 11:40:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 11:05:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 09:45:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 08:55:28criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 08:37:54criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 08:25:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 08:11:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 07:39:6criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 07:19:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 07:19:35Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 07:19:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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borimack
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Re: Internet dropouts - SYNC Timing Synchronization failure

Downstream bonded channels:

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

1386750000-140256 qam32
22027500000.538256 qam9
32107500000.538256 qam10
42187500000.440256 qam11
52267500000.240256 qam12
6234750000040256 qam13
7242750000040256 qam14
8250750000-0.540256 qam15
9258750000-0.443256 qam16
10266750000-0.540256 qam17
11274750000-0.940256 qam18
12282750000-0.940256 qam19
13290750000-0.740256 qam20
14298750000-0.740256 qam21
15306750000-0.740256 qam22
16314750000-0.540256 qam23
17322750000-0.740256 qam24
18330750000-0.740256 qam25
19338750000-0.540256 qam26
20346750000-140256 qam27
21354750000-1.240256 qam28
22362750000-0.940256 qam29
23370750000-1.240256 qam30
24378750000-1.240256 qam31

 

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

1Locked40.9617348368
2Locked38.9610169413421
3Locked38.9336444321385
4Locked40.93107612601
5Locked40.34080917545
6Locked40.33116712065
7Locked40.93662814145
8Locked40.92588610228
9Locked43.32918811838
10Locked40.9227849636
11Locked40.32984613177
12Locked40.9205988656
13Locked40.9205169547
14Locked40.9138907684
15Locked40.3150847512
16Locked40.9116316907
17Locked40.3115637437
18Locked40.984206082
19Locked40.982146421
20Locked40.970146101
21Locked40.387556058
22Locked40.968885775
23Locked40.366575814
24Locked40.355145625

 

Upstream bonded channels:

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

14619999851512064 qam1
22579998151512064 qam4
33260000751512064 qam3
43939998851512064 qam2

 

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0001
2ATDMA0020
3ATDMA0000
4ATDMA0010

 

And my BQM (18/05/22):

0ec29af3668df252ba284a66655de3ff7c3ac506.png

Live link:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/c31cbe2d691c4e4c0dd4750a230e2a2c92...

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Tudor
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Re: Internet dropouts - SYNC Timing Synchronization failure

Your upstream power levels are too high, probably causing the high error counts. So:

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page http://www.virginmedia.com/servicechecker although this only covers large outages.

VM will not dispatch any technicians while an area fault exists.

If no faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
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David_Bn
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Re: Internet dropouts - SYNC Timing Synchronization failure

Good Afternoon @borimack, thanks for your post on our Community Forums, and a very warm welcome to you!

Sorry to hear of the recent dropouts, I've looked into the local area, and no faults appear to be showing

Can you please advise us further on how the service is currently performing for you?

Kindest regards,

David_Bn

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borimack
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Re: Internet dropouts - SYNC Timing Synchronization failure

Hi David,

Yes unfortunately I am still experiencing rather bad dropouts. I haven't yet contacted customer services as advised by Tudor because I've been pretty busy the past few days but plan to do so on Monday.

Thanks for the response,
Borimack

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Travis_M
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Re: Internet dropouts - SYNC Timing Synchronization failure

Hi @borimack

 

Thanks for posting on our community forum

 

I will drop you a private message now to investigate further and collect some more details, please keep an eye on your inbox.

 

Regards

 

 

Travis_M
Forum Team



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