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

[jem101]

---

@llamatronic wrote:

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

---

No, the reality of the situation is somewhat different to what is implied. Firstly we need to give the forum team member here a bit of a pass, they actually have not more insight as to the reality than my cat does (and he isn't the brightest cat on the planet!)

The implication does imply a crack team of highly qualified and capable engineers are actively working 24/7 on this particular issue. The truth is somewhat different, probably nobody is actually looking at this, it's on someones job list to investigate as long as something more vital doesn't crop up, like filling the coffee machine in the executive break room. And they will get around to it when and if...

Of course, possibly I'm entirely wrong, in which case, no doubt a member of the VM forum team will be along to refute this and give a definitive answer as to what is happening and the expected timelines😉

[llamatronic]

Thanks for that Jem, you're right I shouldn't expect miracles from the forum people, thought they are the only interface I have. 

Also, I'm sure your cat is very clever - he's just carefully managing expectations. 😄

[llamatronic]

Any thoughts from the forum team? My service continues to be unreliable, and I'm still using a 4G modem for work. Heading into the 5th month of this, which is making it difficult to believe that this is on anyone's radar at all. Maybe Virgin just doesn't need customers? That's the feeling I'm getting.

[legacy1]

The problem on a shared line means one or more could be causing the problem but you don't know which so either VM find the problem or wait for people go to another ISP and then VM disconnect that line and find it to be the problem. Then that person moves out a new person moves in signs up for VM and see a problem or someone on the shared line with a BQM with the time and date it happened and VM can cross check any new installs in the area.

[Reece_MH]

Hi llamatronic 👋

I'm very sorry to hear that you're still experiencing problems with your service. I've taken a look on our side, and it does appear that the SNR fault has now been identified as resolved. However, I completely appreciate that your latest update is very recent, and after taking a look on our side, there are still some levels out of specification.

I can see that your Hub has been online for more than 10 days, and within this time, the fault has been fixed. Can you please try performing a full reboot by switching your Hub off at the back for 30 seconds, before switching it back on again?

This will refresh the connection to the network, and you should begin to see an improvement.

Thanks,