Internet drops - SYNC Timing Synchronization failure - Loss of Sync
3 weeks ago
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.
Time Priority Description
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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;
Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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.
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.