Multiple Flats-Same issue in big estate for months. SYNC Timing Synchronization failure - Loss of Sync

[paulk134]

Good afternoon,

I'm writing regarding the estate community that uses VM Broadband as the main ISP for 200+ flats under the same “cable”. 

In the last 3 months we started to experience severe internet dropdowns/reconnects that according to network logs from 192.168.0.1 hub settings looks like: “SYNC Timing Synchronization failure - Loss of Sync;CM-MAC= ******;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.0;

In these 3months the issue was reported by multiple people in the estate and engineers visited multiple times, also there were “engineers working in your area” reports from virgin service status website. While after “engineer works” connection stabilised for time being, issues kept coming back after a week. 

In this post I’ll try to provide as much details as possible to help engineers to fix this, as well I asked all the estate to provide necessary data from their side, as this situation is affecting a lot of peoples jobs. 

1. One of the engineers suggested during the visit to reset the router - we all did that. Issue not fixed. 
2. I found out in a forum that it could be cable not tight enough on flat level and street cabinet level. I tighten up mine with a wrench. Can’t get to the street cabinet to make the same there. Issue not fixed.

Network Log

Time	Priority	Description
08/08/2022 13:19:59	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/08/2022 13:19:16	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/08/2022 13:19:11	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/08/2022 13:19:11	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/08/2022 13:19:11	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/08/2022 13:18:28	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/08/2022 13:18:18	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Also I have set up a broadband quality monitor:

broadband quality monitor

Working from home in this conditions for 2-3months now is impossible.

Please Help

[paulk134]

Downstream bonded channels

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

1	330750000	-4.5	38	256 qam	25
2	234750000	-5.7	37	256 qam	13
3	242750000	-5.5	37	256 qam	14
4	250750000	-5.2	37	256 qam	15
5	258750000	-4.9	38	256 qam	16
6	266750000	-4.5	38	256 qam	17
7	274750000	-4.5	38	256 qam	18
8	282750000	-4.4	38	256 qam	19
9	290750000	-4.7	38	256 qam	20
10	298750000	-4.4	38	256 qam	21
11	306750000	-4.2	38	256 qam	22
12	314750000	-4	38	256 qam	23
13	322750000	-4.2	38	256 qam	24
14	338750000	-4.5	38	256 qam	26
15	346750000	-4	38	256 qam	27
16	354750000	-3.5	38	256 qam	28
17	362750000	-3.4	38	256 qam	29
18	370750000	-3	38	256 qam	30
19	378750000	-2.5	38	256 qam	31
20	386750000	-2.5	38	256 qam	32
21	394750000	-3	38	256 qam	34
22	402750000	-3.4	38	256 qam	35
23	410750000	-3.2	38	256 qam	36
24	418750000	-3	38	256 qam	37

Downstream bonded channels

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

1	Locked	38.6	27721	143971
2	Locked	37.3	273705	303471
3	Locked	37.6	153997	191172
4	Locked	37.6	86278	169092
5	Locked	38.6	48712	155824
6	Locked	38.6	31583	119040
7	Locked	38.6	28205	128317
8	Locked	38.6	27667	143302
9	Locked	38.9	27503	158803
10	Locked	38.6	27558	142246
11	Locked	38.6	27537	110517
12	Locked	38.6	27771	113146
13	Locked	38.6	28911	108298
14	Locked	38.6	27562	174169
15	Locked	38.6	27483	158617
16	Locked	38.9	29040	159836
17	Locked	38.6	29625	126192
18	Locked	38.9	30232	89906
19	Locked	38.6	31269	42218
20	Locked	38.6	31126	35638
21	Locked	38.9	31854	43130
22	Locked	38.6	32216	62179
23	Locked	38.9	30140	87535
24	Locked	38.9	28785	62849

Upstream bonded channels

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

1	30100000	33.4	5120	32 qam	9
2	43099986	33.3	5120	32 qam	7
3	36600000	35.3	5120	64 qam	8
4	49600078	30.5	5120	32 qam	6
5	23600000	33.2	5120	32 qam	10

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[paulk134]

Network Log

Time	Priority	Description
09/08/2022 10:52:29	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**CM-QOS=1.1;CM-VER=3.0;
09/08/2022 10:52:29	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**CM-QOS=1.1;CM-VER=3.0;
09/08/2022 10:52:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**CM-QOS=1.1;CM-VER=3.0;
09/08/2022 10:51:58	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**CM-QOS=1.1;CM-VER=3.0;
09/08/2022 10:48:49	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**CM-QOS=1.1;CM-VER=3.0;
09/08/2022 10:48:49	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**CM-QOS=1.1;CM-VER=3.0;
09/08/2022 10:29:41	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**CM-QOS=1.1;CM-VER=3.0;
09/08/2022 10:29:41	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**CM-QOS=1.1;CM-VER=3.0;
09/08/2022 09:58:34	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**CM-QOS=1.1;CM-VER=3.0;
09/08/2022 09:58:34	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**CM-QOS=1.1;CM-VER=3.0;
09/08/2022 09:38:9	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**CM-QOS=1.1;CM-VER=3.0;
09/08/2022 09:38:9	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**CM-QOS=1.1;CM-VER=3.0;
09/08/2022 09:37:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**CM-QOS=1.1;CM-VER=3.0;
09/08/2022 09:37:0	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**CM-QOS=1.1;CM-VER=3.0;
09/08/2022 09:31:16	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**CM-QOS=1.1;CM-VER=3.0;
09/08/2022 09:31:16	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**CM-QOS=1.1;CM-VER=3.0;
09/08/2022 08:42:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**CM-QOS=1.1;CM-VER=3.0;
09/08/2022 08:40:20	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**CM-QOS=1.1;CM-VER=3.0;
09/08/2022 04:53:12	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/08/2022 04:40:13	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

[Akua_A]

Hi @paulk134,

Welcome to our community forums and thank you for your first posts.

Sorry to hear you have been experiencing ongoing service issues. We can understand the inconvenience caused and we want to best help. I have been unable to locate your service on our systems. In this case, I have sent you a private message so I can take a deeper look into this issue for you. Please look out for the purple envelope and provide a response when you can.

Thanks,

[paulk134]

1st - Virgin Media have inefective data structure to track down ISSUES to the bone. 

Just got out from 2h call with tech person from Virgin to see if they know about 2-3 months lasting issue in one building. They had no information about nothing. All I got was last visit of engineer in "area" what is "area" ? it is not Area code in your account next to account number (according to tech person on phone, it's Virgin style area code not linked to postcode at all). 

Queston to Virgin: How you track down multiple reports in one postcode? 

All I am to virgin is acount number, when I asked tech person on phone: How many outages was in my postcode in last 2-3 months? (response: I can't see that information) 

In my postcode there is 96 flats under same one "street cabinet". Multiple people reported/called about issue from my building. 

Why Virgin don't track data on "street cabinet" ?

example: 

"street cabinet" - Nr. 1 has 96 flats. Out of it 45 using Virgin. Here are the list of that 45. 23 "account numbers" called for issue. OK. Something is wrong with cabinet. 

Then you analise the data. 23 furious customers. 45 total. 45 * 40£/month = 1800££/month loss in revenue IF THEY LEAVE PROVIDER (Virgin Media). 50% of them was loyal to Virgin for 5+ years that is: (((23*40£/month) * 12month) * 5years)) = 55,200 £ MINIMUM.

DOES Virgin Media have data analysis departament? they should, very high value from that

Why big companies still not valuing LOYALTY of customers and reward for it? (that's the key in any business)

Thought Ritchard Branson had same in his head.

Best of luck for You Virgin, will not go far with this thinking.

[ProofPlains]

It's definitely a case of VM not having adequate flexibility in their processes to address problems affectively. No consideration for the severity of intermittent outages for example. Having downtime once a day is very different to having outages every 30 seconds. Since its intermittent and not a "complete" outage, it's not an urgent fix as far as they're concerned. 

[paulk134]

I have replied to your dirrect message multiple times. No response.

[Akua_A]

Thank you for this information @paulk134.

I will pass this on to the relevant teams to work towards the resolution. Please bear with us. We will aim to get your service up and running as soon as possible.

Thanks,