Internet dropouts - SYNC Timing Synchronization failure

[borimack]

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 18:14:55	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 17:17:11	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 15:26:17	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 14:14:36	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 14:11:38	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 14:10:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 13:36:59	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 13:17:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 11:47:1	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 11:40:36	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 11:05:1	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 09:45:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 08:55:28	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 08:37:54	critical	Received 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 08:25:16	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 08:11:38	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 07:39:6	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 07:19:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 07:19:35	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 07:19:34	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[borimack]

Downstream bonded channels:

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

1	386750000	-1	40	256 qam	32
2	202750000	0.5	38	256 qam	9
3	210750000	0.5	38	256 qam	10
4	218750000	0.4	40	256 qam	11
5	226750000	0.2	40	256 qam	12
6	234750000	0	40	256 qam	13
7	242750000	0	40	256 qam	14
8	250750000	-0.5	40	256 qam	15
9	258750000	-0.4	43	256 qam	16
10	266750000	-0.5	40	256 qam	17
11	274750000	-0.9	40	256 qam	18
12	282750000	-0.9	40	256 qam	19
13	290750000	-0.7	40	256 qam	20
14	298750000	-0.7	40	256 qam	21
15	306750000	-0.7	40	256 qam	22
16	314750000	-0.5	40	256 qam	23
17	322750000	-0.7	40	256 qam	24
18	330750000	-0.7	40	256 qam	25
19	338750000	-0.5	40	256 qam	26
20	346750000	-1	40	256 qam	27
21	354750000	-1.2	40	256 qam	28
22	362750000	-0.9	40	256 qam	29
23	370750000	-1.2	40	256 qam	30
24	378750000	-1.2	40	256 qam	31

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

1	Locked	40.9	6173	48368
2	Locked	38.9	610169	413421
3	Locked	38.9	336444	321385
4	Locked	40.9	31076	12601
5	Locked	40.3	40809	17545
6	Locked	40.3	31167	12065
7	Locked	40.9	36628	14145
8	Locked	40.9	25886	10228
9	Locked	43.3	29188	11838
10	Locked	40.9	22784	9636
11	Locked	40.3	29846	13177
12	Locked	40.9	20598	8656
13	Locked	40.9	20516	9547
14	Locked	40.9	13890	7684
15	Locked	40.3	15084	7512
16	Locked	40.9	11631	6907
17	Locked	40.3	11563	7437
18	Locked	40.9	8420	6082
19	Locked	40.9	8214	6421
20	Locked	40.9	7014	6101
21	Locked	40.3	8755	6058
22	Locked	40.9	6888	5775
23	Locked	40.3	6657	5814
24	Locked	40.3	5514	5625

Upstream bonded channels:

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

1	46199998	51	5120	64 qam	1
2	25799981	51	5120	64 qam	4
3	32600007	51	5120	64 qam	3
4	39399988	51	5120	64 qam	2

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	1
2	ATDMA	0	0	2	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	1	0

And my BQM (18/05/22):

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

[Tudor]

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.

[David_Bn]

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

[borimack]

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

[Travis_M]

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