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Need Help ASAP With Sync Timing Issue ...

c0balt
Joining in

I've been experiencing intermittent loss of broadband signal for a few months now. I've put up with it for long enough. The following BQM graphs are from the last 5 days. But I have a couple of months of graphs showing exactly the same thing. My Network Log shows quite clearly that this is a SYNC Timing Synchronization failure - Loss of Sync

Rebooting the system doesn't make any difference. I've checked to make sure all my connections are tightened. I'd like an engineer visit to address the ongoing issues asap. Thanks.

.......

Untitled 2.png

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

387000000

1.2

35

256 qam

32

2

139000000

2.7

35

256 qam

1

3

147000000

2.9

35

256 qam

2

4

155000000

2.9

35

256 qam

3

5

163000000

2.7

35

256 qam

4

6

171000000

2.7

35

256 qam

5

7

179000000

2.4

35

256 qam

6

8

187000000

2.2

35

256 qam

7

9

195000000

2

35

256 qam

8

10

203000000

1.7

35

256 qam

9

11

211000000

1.5

35

256 qam

10

12

219000000

1

35

256 qam

11

13

227000000

1

35

256 qam

12

14

235000000

1.2

35

256 qam

13

15

299000000

2

35

256 qam

21

16

307000000

2

35

256 qam

22

17

315000000

2.2

35

256 qam

23

18

323000000

2

35

256 qam

24

19

339000000

1.9

35

256 qam

26

20

347000000

1.5

35

256 qam

27

21

355000000

1.5

35

256 qam

28

22

363000000

2

35

256 qam

29

23

371000000

1.7

35

256 qam

30

24

379000000

1.4

35

256 qam

31

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

35.7

160341

373423

2

Locked

35.5

155601

469198

3

Locked

35.5

175170

478554

4

Locked

35.7

154009

470716

5

Locked

35.5

160718

463135

6

Locked

35.5

170242

471938

7

Locked

35.7

152556

461006

8

Locked

35.5

170819

460889

9

Locked

35.5

164720

458720

10

Locked

35

177538

451623

11

Locked

35

205178

450675

12

Locked

35

201775

448642

13

Locked

35

210429

454224

14

Locked

35

219283

425077

15

Locked

35

215540

402858

16

Locked

35.7

159671

423299

17

Locked

35.5

161059

427630

18

Locked

35.5

160822

414453

19

Locked

35.7

162887

399939

20

Locked

35.7

167893

407648

21

Locked

35.7

157770

413033

22

Locked

35.5

174583

375605

23

Locked

35.7

170645

372924

24

Locked

35.5

173927

381164

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

43100000

47.5

5120

64 qam

10

2

23600000

47

5120

64 qam

13

3

30100000

47

5120

64 qam

12

4

36600000

48

5120

64 qam

11

5

49600000

49

5120

64 qam

9

 

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

9

0

2

ATDMA

0

0

9

0

3

ATDMA

0

0

6

0

4

ATDMA

0

0

7

0

5

ATDMA

0

0

11

0

Network Log

Time

Priority

Description

18/05/2024 13:54:16

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 13:47:18

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 13:45:47

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 13:27:37

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 13:27:37

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 13:26:46

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 13:26:46

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 13:12:47

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 13:12:47

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 11:50:0

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 11:50:0

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 11:45:11

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 11:45:11

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 11:28:55

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 11:28:32

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 04:47:37

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 04:47:37

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 03:57:49

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 03:57:49

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 03:08:14

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

14 REPLIES 14

jbrennand
Very Insightful Person
Very Insightful Person

Not great - but can you start from a clean sheet and do this..

___________________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing. When its light, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.
Also check the Upstream QAM’s are all at 64


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

The only thing I wasn't able to do was check outside. As I'm housebound.

These were taken 5 mins after hub reset ...

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

387000000

1.7

35

256 qam

32

2

139000000

3

35

256 qam

1

3

203000000

2

34

256 qam

9

4

211000000

1.7

35

256 qam

10

5

219000000

1.2

35

256 qam

11

6

227000000

1.2

34

256 qam

12

7

235000000

1.4

35

256 qam

13

8

243000000

1.2

35

256 qam

14

9

251000000

1

35

256 qam

15

10

259000000

1.2

35

256 qam

16

11

267000000

1.7

35

256 qam

17

12

275000000

2.2

35

256 qam

18

13

283000000

2

35

256 qam

19

14

291000000

1.7

35

256 qam

20

15

299000000

2.2

35

256 qam

21

16

307000000

2.2

35

256 qam

22

17

315000000

2.5

35

256 qam

23

18

323000000

2.5

35

256 qam

24

19

339000000

2.2

35

256 qam

26

20

347000000

1.9

35

256 qam

27

21

355000000

2

35

256 qam

28

22

363000000

2.2

35

256 qam

29

23

371000000

2

35

256 qam

30

24

379000000

1.7

35

256 qam

31

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

35.5

21

263

2

Locked

35.5

27

168

3

Locked

34.9

29

248

4

Locked

35

19

250

5

Locked

35

22

201

6

Locked

34.9

30

208

7

Locked

35

33

189

8

Locked

35

18

276

9

Locked

35

22

280

10

Locked

35.5

21

318

11

Locked

35.5

27

160

12

Locked

35.7

26

256

13

Locked

35.5

30

203

14

Locked

35.5

20

243

15

Locked

35.5

30

181

16

Locked

35.5

21

216

17

Locked

35.5

37

172

18

Locked

35.7

30

262

19

Locked

35.7

18

304

20

Locked

35.5

16

164

21

Locked

35.7

17

167

22

Locked

35.7

15

251

23

Locked

35.7

21

298

24

Locked

35.7

25

188

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

43099998

46.5

5120

64 qam

10

2

23600017

45

5120

64 qam

13

3

30100019

46.5

5120

64 qam

12

4

36600004

46.5

5120

64 qam

11

5

49600019

48.5

5120

64 qam

9

 

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0

5

ATDMA

0

0

0

0

Network Log

Time

Priority

Description

18/05/2024 16:46:54

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 16:46:41

Warning!

LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 16:31:6

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 16:31:6

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 16:30:54

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 16:30:54

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 16:30:50

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 16:30:50

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 16:26:58

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 16:25:33

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 14:34:43

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 14:26:24

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 13:55:46

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 13:55:46

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 13:54:16

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 13:47:18

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 13:45:47

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 13:27:37

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 13:27:37

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 13:26:46

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

jbrennand
Very Insightful Person
Very Insightful Person

OK - thats not good - too many PostRS Errors, SNR's are all low and the BQM looks awful.

What devices do you have connected to the Hub on ethernet cables ?

A VM Person will be along here soon and take a look for you


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Thanks for reaching out to us @c0balt, and I'm sorry to hear of the issues you've been experiencing with the services.

Check out the envelope in the top right hand corner for a private message from me, and I'll be able to take some details from you and take a closer look into this for you.

Thanks,

David_Bn

Okay so I've just checked the Downstream and Upstream and Network log again. An hour since the last readings as you advised. Do things look any better to you??? 🤞

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

387000000

1.9

35

256 qam

32

2

139000000

3.2

35

256 qam

1

3

203000000

2.2

35

256 qam

9

4

211000000

1.9

35

256 qam

10

5

219000000

1.5

34

256 qam

11

6

227000000

1.4

34

256 qam

12

7

235000000

1.5

34

256 qam

13

8

243000000

1.2

35

256 qam

14

9

251000000

1.2

35

256 qam

15

10

259000000

1.4

35

256 qam

16

11

267000000

2

35

256 qam

17

12

275000000

2.4

35

256 qam

18

13

283000000

2.2

35

256 qam

19

14

291000000

2

35

256 qam

20

15

299000000

2.5

35

256 qam

21

16

307000000

2.5

35

256 qam

22

17

315000000

2.7

35

256 qam

23

18

323000000

2.5

35

256 qam

24

19

339000000

2.2

35

256 qam

26

20

347000000

2

35

256 qam

27

21

355000000

2

35

256 qam

28

22

363000000

2.5

35

256 qam

29

23

371000000

2.2

35

256 qam

30

24

379000000

2

35

256 qam

31

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

35.7

92

299

2

Locked

35

142

168

3

Locked

35

170

292

4

Locked

35

173

271

5

Locked

34.9

207

201

6

Locked

34.9

201

253

7

Locked

34.9

189

269

8

Locked

35

155

350

9

Locked

35

177

316

10

Locked

35

140

347

11

Locked

35

166

216

12

Locked

35.5

115

423

13

Locked

35

155

293

14

Locked

35.5

121

301

15

Locked

35

151

288

16

Locked

35.5

97

239

17

Locked

35.5

105

230

18

Locked

35.5

90

356

19

Locked

35.7

81

333

20

Locked

35.7

88

188

21

Locked

35.5

73

207

22

Locked

35.5

86

317

23

Locked

35.5

74

325

24

Locked

35.7

77

234

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

43099998

46.5

5120

64 qam

10

2

23600017

45

5120

64 qam

13

3

30100019

45

5120

64 qam

12

4

36600004

46.5

5120

64 qam

11

5

49600019

48.5

5120

64 qam

9

 

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0

5

ATDMA

0

0

0

0

 

Network Log

Time

Priority

Description

18/05/2024 16:46:54

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 16:46:41

Warning!

LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 16:31:6

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 16:31:6

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 16:30:54

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 16:30:54

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 16:30:50

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 16:30:50

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 16:26:58

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 16:25:33

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 14:34:43

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 14:26:24

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 13:55:46

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 13:55:46

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 13:54:16

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 13:47:18

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 13:45:47

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 13:27:37

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 13:27:37

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/05/2024 13:26:46

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

jbrennand
Very Insightful Person
Very Insightful Person

Nope 😨

Reply to David's PM as per above - he will sort it out for you


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Will do. Thanks for your help.

Responded as requested.

Thanks for coming back to me over private message @c0balt, I've been able to book in an engineer appointment for you. 

For details of the time and date of the appointment, and if you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.

Furthermore, I'd need to advise that;

There will be no charge for this visit unless:

  • The technician diagnoses the faults as not being caused by our network/equipment
  • The technician discovers that the fault or problem relates to your equipment
  • The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Please ensure there is someone over the age of 18 present at the time of the visit.

We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email.

Thanks,

David_Bn