SYNC Timing Sync failure, disconnects, SNR ratio seems fine

[llamatronic]

Hello, 

Have a lot of SYNC Timing Synchronisation Failures turn up in my logs with the Internet basically stopping every 5-10 minutes and then recovering. Fine for streaming services with caching, useless for Teams meetings, Skype calls, and working from home. Logs and various details from upstream and downstream below, also have a ping log from ThinkBroadband that I'll try to post. The ping graph is interesting - the failures only seem to be happening when I'm actively using my connection. Oh btw, just to simply rule it out, can't be a wifi issue as my PC has a wired connection to the hub.

Network Log

Time Priority Description

04/12/2022 12:23:26	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2022 12:23:25	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2022 12:23:12	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2022 12:23:12	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2022 12:10:5	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2022 12:10:5	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2022 12:07:45	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2022 12:07:45	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2022 12:05:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2022 12:05:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2022 12:02:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2022 12:02:40	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2022 11:55:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2022 11:55:35	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2022 11:51:13	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2022 11:51:12	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2022 11:47:58	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2022 11:47:58	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2022 11:46:57	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2022 11:46:57	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels

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

1	203000000	4.8	38	256 qam	9
2	139000000	1	37	256 qam	1
3	147000000	2.4	38	256 qam	2
4	155000000	3	38	256 qam	3
5	163000000	4.1	38	256 qam	4
6	171000000	4.1	38	256 qam	5
7	179000000	5.1	38	256 qam	6
8	187000000	5.1	38	256 qam	7
9	195000000	4.3	38	256 qam	8
10	211000000	4.6	38	256 qam	10
11	219000000	4.5	38	256 qam	11
12	227000000	5.6	38	256 qam	12
13	235000000	5.1	38	256 qam	13
14	243000000	5.4	38	256 qam	14
15	251000000	6.4	38	256 qam	15
16	259000000	5.5	38	256 qam	16
17	267000000	5.6	38	256 qam	17
18	275000000	6.4	38	256 qam	18
19	283000000	4.4	38	256 qam	19
20	291000000	6	38	256 qam	20
21	299000000	7	38	256 qam	21
22	307000000	5.4	38	256 qam	22
23	315000000	7.4	38	256 qam	23
24	323000000	7.6	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.9	2706607	4987453
2	Locked	37.3	3596470	10568443
3	Locked	38.6	3623558	8803746
4	Locked	38.6	3274461	8279821
5	Locked	38.6	3528215	6872555
6	Locked	38.6	3576139	5741560
7	Locked	38.6	2924941	5196312
8	Locked	38.9	3105639	4803918
9	Locked	38.9	2992918	5335788
10	Locked	38.6	3073990	4904478
11	Locked	38.6	2826811	4420305
12	Locked	38.9	2616752	4271680
13	Locked	38.9	2763466	4218116
14	Locked	38.6	2654255	4267553
15	Locked	38.9	2528104	3778623
16	Locked	38.9	2637072	3258164
17	Locked	38.6	2477853	3553877
18	Locked	38.9	2466054	3497730
19	Locked	38.6	2583935	3662182
20	Locked	38.9	2532295	3577304
21	Locked	38.9	2497550	2972932
22	Locked	38.9	2464752	2469912
23	Locked	38.9	2333284	2248785
24	Locked	38.6	2351431	2019963

[llamatronic]

Hello, 

Well, it's the 9th now, fortunately I have a 4G modem I can rely on for work. Can I get the next anticipated date for this issue being resolved?

As an aside, I honestly thought this was fixed - Thursday and Friday were fine, but it's now back to being a mess.

- lt

[Ryan_N]

Unfortunately it is the same message that this has been delayed - I completely understand any frustration caused by this and I apologise for the experience. 

The new ETA on this is: 18 JAN 2023 13:15 - as mentioned above, the times can change given then nature of the fault - but the team will be doing all they can to get this resolved asap. 

Cheers, 

Ryan. 

[llamatronic]

It's a shame, but thank you for replying - appreciate it.

lt

[Ilyas_Y]

Thanks for coming back to us @llamatronic on the forums.

As advised - the fix date given is for tomorrow, January 18th 2023 at 13:15 hours.
Let us know how it is tomorrow afternoon and hopefully everything will be resolved by then.

Kind regards,
Ilyas.

[llamatronic]

Hello, 

No, this is definitely not fixed - let me know when the new forecast date is when you get a chance. 

Best regards,

lt

[llamatronic]

If feedback to engineers is a thing, my connection is probably at its worst at the moment - I can no longer really browse the web, have to refresh all the time, my alarm keeps complaining that it's offline, and all my teams calls are working thanks to the magic of 4G. 

On the plus side, my team at work now use the phrase "virgin broadband" as code for a disaster, so at least there's some humour coming from it all.

-lt

[John_GS]

Hi IIamatronic

Thanks for coming back to the thread. I am sorry it's not resolved. I have checked the system today and you are affected by an SNR issue (signal to noise ratio). F010287727 is the fault number. The estimated fix date is the 26th January. Please pop back if still experiencing issues after this time and we'll be more than happy to help.

Best wishes,

[llamatronic]

So things are certainly better than they have been, but definitely not as good to the point that I'd say things are fine - still getting approx daily sync timing sync failures, hundreds of thousands of post RS errors. I guess this is still a work in progress?

lt

[Ashleigh_C]

Hi there @llamatronic 

I have taken a look and can see that the outage estimated fix time has been extended to February 27th at 1pm.

We are so sorry for the delay but we can assure you our teams are doing all they can to get this resolved. 

Are you able to let us know how thing are looking after this time? 

[llamatronic]

Hello, 

Well, this newest deadline of yours was over two weeks ago, and the issue clearly isn't resolved.

---

@Ashleigh_C wrote:

we can assure you our teams are doing all they can to get this resolved. 

---

I don't mean to besmirch the integrity of yourselves or the teams in question, but given that this issue has been ongoing since November of last year, I struggle to believe people are working terribly hard on the problem. Can you confirm the issue is actually still being worked on, and hasn't been closed?

Regards,

lt