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Internet drops - SYNC Timing Synchronization failure - Loss of Sync

Hi

The area had a huge power outtage last week. Since everything came back online, I have been getting really small drops with the internet. I can be on a work call and the audio drops out for a second and video does the same (not enough to disconnect me but enough to make it freeze for a second). Gaming is the same and watching some videos I also getting stops. I don't think any kit was damaged due to the superhub being on a UPS along with my router and switch etc.

I assumed my router must have been the issue but swapped it over for something completely different and it's still doing the same. I remembered there were logs on the superhub so looked there and found these. The hub was reset last night at about 9pm.

Network Log

Time Priority Description

05/11/2020 01:06:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:55:36criticalReceived 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;
05/11/2020 00:52:59Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:52:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:52:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:52:54criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:50:50criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/11/2020 23:36:48criticalReceived 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;
04/11/2020 23:34:38Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/11/2020 23:34:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/11/2020 23:34:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/11/2020 23:34:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/11/2020 23:34:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/11/2020 23:16:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/11/2020 23:01:18criticalReceived 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;
04/11/2020 22:59:16Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/11/2020 22:59:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/11/2020 22:59:11criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/11/2020 22:59:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/11/2020 22:59:10criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels

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

1298750000140256 qam21
2266750000140256 qam17
32747500000.740256 qam18
42827500000.740256 qam19
52907500000.940256 qam20
6306750000140256 qam22
73147500000.940256 qam23
8322750000140256 qam24
93307500000.940256 qam25
103707500000.740256 qam26
113787500000.940256 qam27
123867500000.740256 qam28
133947500000.740256 qam29
144027500000.440256 qam30
154107500000.240256 qam31
16418750000-0.240256 qam32
17426750000-0.540256 qam33
18434750000-0.740256 qam34
19442750000-0.940256 qam35
20450750000-0.740256 qam36
21458750000-0.940256 qam37
22466750000-140256 qam38
23474750000-0.740256 qam39
24482750000-0.740256 qam40


Downstream bonded channels

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

1Locked40.3152613409
2Locked40.990
3Locked40.9150
4Locked40.390
5Locked40.9160
6Locked40.3190
7Locked40.9270
8Locked40.9260
9Locked40.9300
10Locked40.9210
11Locked40.3390
12Locked40.9600
13Locked40.3460
14Locked40.9700
15Locked40.9660
16Locked40.3920
17Locked40.3870
18Locked40.3860
19Locked40.9980
20Locked40.31030
21Locked40.31290
22Locked40.31650
23Locked40.31520
24Locked40.31560

 

It's also been happening through the night, as I got alerts about my heating system going offline and coming back on etc.

Can anyone see anything that doesn't look right?

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Re: Internet drops - SYNC Timing Synchronization failure - Loss of Sync

Upstream bonded channels

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

14620000046.5512064 qam3
26030000047.5512064 qam1
35370000047512064 qam2
43940000046512064 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0060
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: Internet drops - SYNC Timing Synchronization failure - Loss of Sync

Hi MIlkDawg, 

 

Really sorry for the issues you've been having and for the delay in our reply, we have been busier than usual lately. 

Are you still having issues now? 

I've had a look at the back end of things from here and can't see any issues but the hub has been up a while. 

If it's still an issue then please reboot and let us know so we can take a better look at things. 

Emma_C - Forum Team
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Re: Internet drops - SYNC Timing Synchronization failure - Loss of Sync

Hi Emma. It has been better but I am still getting drops.

Here are the latest logs.

Downstream bonded channels

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

12987500000.540256 qam21
22667500000.240256 qam17
3274750000040256 qam18
42827500000.240256 qam19
52907500000.240256 qam20
63067500000.540256 qam22
73147500000.540256 qam23
83227500000.740256 qam24
93307500000.740256 qam25
10370750000-0.540256 qam26
11378750000-0.440256 qam27
12386750000-0.540256 qam28
13394750000-0.940256 qam29
14402750000-1.240256 qam30
15410750000-1.240256 qam31
16418750000-1.740256 qam32
17426750000-240256 qam33
18434750000-240256 qam34
19442750000-2.240256 qam35
20450750000-2.240256 qam36
21458750000-2.240256 qam37
22466750000-2.240256 qam38
23474750000-240256 qam39
24482750000-240256 qam40



Downstream bonded channels

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

1Locked40.93180
2Locked40.32150
3Locked40.92370
4Locked40.92300
5Locked40.94280
6Locked40.92980
7Locked40.33790
8Locked40.35970
9Locked40.35200
10Locked40.95740
11Locked40.97030
12Locked40.38100
13Locked40.310050
14Locked40.310880
15Locked40.913890
16Locked40.915780
17Locked40.317580
18Locked40.319340
19Locked40.317540
20Locked40.317110
21Locked40.922240
22Locked40.325850
23Locked40.325460
24Locked40.322130
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Re: Internet drops - SYNC Timing Synchronization failure - Loss of Sync

I also set up a constant ping using a ping plotter app. My connection to the router never drops but I get a few hundred drops to the superhub (192.168.100.1) every day.

Is my superhub the issue? Can it be replaced? Are all of those errors on the superhub normal?

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Re: Internet drops - SYNC Timing Synchronization failure - Loss of Sync

Hi there @MilkDawg

 

Thanks for popping back last week - sorry that you we're having some issues. 

 

I have again located your account and can see that it's been almost 3 weeks since the Hub was rebooted. Other than that, there are no known area issues listed and no errors showing. All your signal levels are within the parameters we would expect for your package. 

 

We can see that you're currently in modem mode; please reboot at your earliest convenience and then see how things go with the Hub in Router mode and see if you're having the same issues. 

 

Pop back if you need any further assistance. 

 

Cheers

Katie - Forum Team


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Re: Internet drops - SYNC Timing Synchronization failure - Loss of Sync

Hi. Thanks for your reply.

The issue isn't that the hub reboots or needs rebooting, it's that the internet drops for a few seconds.

The past few days seem to have been better though. I can't use it in router mode, it doesn't have the features I require.

I am still getting hundreds of timeouts a day when pinging the superhub though. I am sure this superhub is playing up but trying to get hold of anyone on the phone is impossible.

If it starts dropping out again, I'll just stop the direct payment, I am sure someone will call me back then.

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Re: Internet drops - SYNC Timing Synchronization failure - Loss of Sync

Hi there @MilkDawg

 

Cheers for popping back - I've had another check on your account today and can see that you still haven't rebooted. All is looking fine with no issues - without the reboot it would be difficult to see any possible issues you may be having. 

 

Is there a reason you can't test in router mode for us - we would need to rule out any 3rd party equipment. 

 

It may also be helpful to set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any network dropouts.  It does it 24/7/365 and it keeps a visual record of your connection. Keep it running for at least 24 hours to log any data. If you need any help with that please let us know.

 

If you do choose yo cancel your Direct Debit, please do ensure you have another method of payment ready as any missed or late payments will incur a charge and could impact your credit file. 

 

Cheers

Katie - Forum Team


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