I am writing to request further assistance with an intermittent broadband issue that I have been experiencing for nearly a year, which is gradually worsening.
The issue involves my modem entering what I refer to as "zombie mode," where the light remains solid white, indicating that everything appears to be functioning, but there is no internet connection. Upon reviewing the network log each time this occurs, I consistently see the following error message:
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;; CM-MAC=XX:XX:XX:XX:XX; CMTS-MAC=**:**:**:**:**:**; CM-QOS=1.1; CM-VER=3.1;
I have contacted support multiple times; however, the telephone support experience has been quite challenging. Due to what seems to be a low-bandwidth VoIP connection, communication is difficult, and operators often struggle to hear me. Most calls have resulted in the suggestion to reboot the modem or perform a factory reset, neither of which have provided a permanent solution.
After escalating the issue, I was finally able to have a technician visit my property yesterday. Although the cable leading into the house was not identified as the source of the problem, the technician replaced it regardless. Unfortunately, he was unable to provide any insight into the modem error logs or suggest further steps to resolve the issue.
Despite this, the problem continues. This morning, I experienced the same "Timing Synchronization Failure" again, which caused a disruption to my work, including disconnections from important Zoom calls. At this point, I am rebooting the modem three or more times a day, which is clearly not a sustainable solution.
It is evident that the issue is not related to the modem or internal cabling, as both have now been replaced. I suspect the problem lies further down the network, but since the fault is intermittent, it has proven difficult to address.
I am seeking assistance from a technical specialist who can analyse the error logs from the modem and provide a long-term resolution. After researching this issue on your forums, I have come across similar reports, many of which seem to end without resolution, which is concerning.
Could you please advise on how I can escalate this matter and get in touch with someone who can interpret the modem logs and address the underlying problem? I believe there are experts within Virgin Media who can resolve this, and I would greatly appreciate your help in facilitating contact with the appropriate team.
