Need Help ASAP With Sync Timing Issue ...

[c0balt]

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.

.......

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;

[Cardiffman282]

What they never volunteer is that you are entitled to claim for compensation of £30.49 if VM fails to attend at the appointed time https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

[c0balt]

Good to know. Thanks for the heads up. 👍

[c0balt]

I've experienced issues trying to change the date/time of the appointment. Please respond to message sent.

[c0balt]

So the Engineer’s just been. He changed all the cabling indoors. He said that the readings outside at the main box were iffy so he’s referred this to a Network guy who will apparently check this out in the next couple of days. While the Engineer was still here, the wi-fi went down again. 

He then suggested it could be one of my devices knocking out the signal at the hub.

Told me to switch off one of my devices at a time. Leave it off for a couple of hours and monitor for drop outs in that time.

I wondered how long it would take for Virgin to suggest the fault isn’t caused by their equipment.

I’ll do what he suggested. 

If this issue isn’t resolved soon I’ll be cancelling the last few months of my contact and taking my business elsewhere. I’ve been with you 23 years. 

[c0balt]

I'm still waiting to hear from you re a response from the Area Field Manager [Please see private messages] No change in the issues detailed previously. Here are today's readings from BQM and the hub.

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	331000000	5.9	35	256 qam	25
2	139000000	6.5	35	256 qam	1
3	147000000	6.5	35	256 qam	2
4	155000000	6.5	35	256 qam	3
5	163000000	6.3	35	256 qam	4
6	171000000	6.1	35	256 qam	5
7	179000000	6	35	256 qam	6
8	187000000	5.9	35	256 qam	7
9	195000000	5.6	35	256 qam	8
10	203000000	5.4	35	256 qam	9
11	211000000	5	34	256 qam	10
12	219000000	4.8	35	256 qam	11
13	227000000	4.6	34	256 qam	12
14	235000000	4.5	35	256 qam	13
15	299000000	6	35	256 qam	21
16	307000000	5.6	35	256 qam	22
17	315000000	5.5	35	256 qam	23
18	323000000	5.8	35	256 qam	24
19	339000000	5.8	35	256 qam	26
20	355000000	5.5	35	256 qam	28
21	363000000	5.9	35	256 qam	29
22	371000000	5.5	35	256 qam	30
23	379000000	5.3	35	256 qam	31
24	387000000	5.4	35	256 qam	32

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	35.7	7128	46349
2	Locked	35	18341	43043
3	Locked	35	16698	45851
4	Locked	35.5	14051	43537
5	Locked	35.5	14118	45258
6	Locked	35	16669	45979
7	Locked	35.5	14203	45925
8	Locked	35	22650	44636
9	Locked	35.5	15795	45093
10	Locked	35	17497	44740
11	Locked	34.9	24817	44386
12	Locked	35	18265	45477
13	Locked	34.9	26228	45996
14	Locked	35	31744	46230
15	Locked	35.7	12146	48258
16	Locked	35.7	7643	45787
17	Locked	35.7	8130	48285
18	Locked	35.5	8006	47891
19	Locked	35.7	6533	48933
20	Locked	35.7	6389	47856
21	Locked	35.5	6669	46551
22	Locked	35.7	6236	46395
23	Locked	35.5	6792	47579
24	Locked	35.7	5890	46759

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	43100000	39	5120	64 qam	10
2	23600000	37.5	5120	64 qam	13
3	30100000	37.5	5120	64 qam	12
4	36600000	39	5120	64 qam	11
5	49600000	39	5120	64 qam	9

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	2	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

Network Log

Time	Priority	Description
28/05/2024 16:03:33	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2024 15:41:58	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2024 15:23:56	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2024 15:09:10	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2024 15:09:10	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2024 13:42:47	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2024 13:42:47	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2024 13:02:21	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2024 09:54:19	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2024 07:46:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2024 07:46:35	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2024 07:29:34	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2024 07:27:32	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2024 05:43:11	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2024 05:43:11	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2024 05:11:17	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2024 05:11:16	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2024 04:15:17	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2024 04:15:17	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2024 03:11:45	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;