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]

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	49600512	39.3	5120	32 qam	4
2	43099878	41	5120	16 qam	5
3	36600000	40	5120	32 qam	6
4	30100000	38	5120	32 qam	9
5	23599861	38.8	5120	16 qam	10

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	25	0
2	ATDMA	0	0	8	0
3	ATDMA	0	0	4	0
4	ATDMA	0	0	7	0
5	ATDMA	0	0	109	0

And my log:

Any thoughts appreciated!

[Alex_RM]

Hi llamatronic,

Thanks for posting and welcome to our community 🙂

I'm sorry to hear you've been having some issues with the connection. 

I've had a look at things from our side and it looks like you're affected by an area SNR issue, the estimated fix date for this is 8th December,

If you're still experiencing a problem after this date please let us know.

Alex_Rm

[llamatronic]

Hello, 

Is the work ongoing? My broadband is unquestionably worse today.

[llamatronic]

I don't really understand the Virgin status checking page. It flips between saying there are no problems in my area and then saying there are. Presumably this means it's still being worked on. 

[Steven_L]

Thanks for coming back to us llamatronic, I have looked into this and can see that there is an SNR fault in your area, that has a current estimated fix time of 1.15pm on Friday 16th. I apologise for the ongoing issues and hope that we can get them resolved before the estimated time on Friday.

Kind Regards,

Steven_L

[llamatronic]

Thanks Steven, but I guess the solution continues to elude that team, as it's now the 21st and my broadband is still unusable for long Teams calls - I'm now just calling in on a normal phone and watching the video on my laptop in bursts when the broadband works.

I'm going to invest in a 4G/5G modem and checking my contract terms, as I'm not convinced this is getting fixed soon.

lt

[Chris_W1]

Hi llamatronic, thanks for the message and sorry to hear that you are still being affected by SNR

The fault number is F010287727 and this is estimated to be resolved on the 30th December. 

Chris. 

[llamatronic]

Hello Chris, 

It's now the 31st, and while I'm not home my broadband monitor tells me this problem has persisted. Can you let me know when the new target date for resolution is, and could you clarify - is anyone actually looking at this, or is the fault just on a rolling deadline?

I'd also appreciate clarification on one point - I've discovered my contract is up for renewal in a few months. Obviously at this rate I won't be renewing as there seems little point in renewing a service that either can't be fixed, or simply won't be fixed for reasons that I can't entirely discern. Do I have to notify you formally on this point to prevent it renewing, and if so can you let me know what contact details to use.

Regards,

lt

[Vikki_M]

Hi @llamatronic
 

The date is now the 7th January. We are sorry this has been delayed again. 

The estimated fix times can change dependant on the complexity of the fault. We do assure you we are working to fix this as soon as possible. 

If you do decide you don't wish to continue as our customer, you will need to contact the team to provide 30 days notice.

You can call the team to request this on 150 from a Virgin land line or 0345 454 1111 from any other line.