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Internet issues - Network dropping. Errors in log: SYNC Timing Synchronization failure

Ramiseesniblic
Tuning in

Hello.

I have been suffering with intermittent internet issues where the internet drops for 30 seconds then comes back again. I have checked my router logs and I can see no issue.  When the internet drops I can still ping my router but I can no longer reach the Virgin Media hub.

Checking the logs on the Virgin media hub (which is running in Modem mode) I can see alot of critical warnings:

Time Priority Description

01/10/2023 14:03:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2023 14:00:59ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2023 13:51:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

The Downstream bonded channels look like this:

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

1Locked36.6306915927185
2Locked36.8185718209050917
3Locked37.3167379031654280
4Locked37.62003904021
5Locked37.32040834253
6Locked37.61747934022
7Locked37.31471362889
8Locked37.31244932256
9Locked36.6903051293
10Locked36.675179532
11Locked37.333475179
12Locked36.61852780
13Locked36.6985114
14Locked37.3213012
15Locked37.354887
16Locked37.626511
17Locked37.614311
18Locked37.310512
19Locked37.3881
20Locked37.31108
21Locked37.61320
22Locked37.6880
23Locked38.6870
24Locked38.6930

Upstream channels look like this:

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0060
2ATDMA0050
3ATDMA0060
4ATDMA0080
5ATDMA0050

Any help is appreciated

1 ACCEPTED SOLUTION

Accepted Solutions

Adri_G
Forum Team (Retired)
Forum Team (Retired)

Hey, Ramiseesniblic.
Thanks for all your posts and replies, we're sorry to hear that the network issues have been ongoing.

Upon latest checks we've detected an outage that's affecting your TV services however the broadband issues seem to have cleared, how's your connection looking since your last post here?

Also, does rebooting your equipment (hub and TV box) help with clearing the problems faced?
Let us know more and we're eager to assist.

Adri
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


See where this Helpful Answer was posted

4 REPLIES 4

Joseph_B
Forum Team (Retired)
Forum Team (Retired)

Hey @Ramiseesniblic,

Welcome back to the Community Forums and thanks for the post.

Sorry to hear you have been having these issues with your WiFi, I can see you have since spoke to our team since making this post, were they able to go about helping you further with this?

Joe

Hello.

I spoke to the team on Sunday and they confirmed a network issue in the area. They said to wait 24 - 45 hours.  The internet is much more stable now however I am still seeing some errors on the network log.  Not much for today but there was some SYNC timeout yesterday.

 

Time Priority Description

04/10/2023 08:59:49ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/10/2023 21:22:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/10/2023 18:37:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/10/2023 17:18:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/10/2023 17:09:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/10/2023 17:07:48criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Adri_G
Forum Team (Retired)
Forum Team (Retired)

Hey, Ramiseesniblic.
Thanks for all your posts and replies, we're sorry to hear that the network issues have been ongoing.

Upon latest checks we've detected an outage that's affecting your TV services however the broadband issues seem to have cleared, how's your connection looking since your last post here?

Also, does rebooting your equipment (hub and TV box) help with clearing the problems faced?
Let us know more and we're eager to assist.

Adri
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Hello. Thanks for the reply.

Yes - Rebooting the Virgin hub appears to have solved the issue after you fixed your network. I now have a very low number (less that 200) Post RS Errors and the internet is stable.