SYNC Timing Synchronisation Failure

[DanR2024]

Hi all,

Am having no end of trouble trying to get something useful out of customer services, cause you know, it’s not a problem with where my router is, so why would I be having issues…? Thought I’d try here as people seem to have had some success with this issue in the past. Logs etc. to follow, I don’t have a broadband monitor set up, but I’ve been recording the dates this has been happening and it’s occurred 10 times in the last month where I’ve lost all signal to my tv and broadband due to this error.

[DanR2024]

Network Log

Time Priority Description

21-02-2024 09:02:21	notice	GUI Login Status - Login Success from LAN interface
21-02-2024 08:25:26	notice	GUI Login Status - Login Success from LAN interface
18-02-2024 12:21:32	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-02-2024 09:08:58	notice	GUI Login Status - Login Success from LAN interface
16-02-2024 20:17:11	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-02-2024 20:15:05	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-02-2024 18:51:45	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-02-2024 18:48:56	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-02-2024 18:46:32	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-02-2024 18:46:13	notice	REGISTRATION COMPLETE - Waiting for Operational status
16-02-2024 18:46:13	warning	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-02-2024 18:46:08	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-02-2024 18:45:58	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-02-2024 18:45:56	notice	Honoring MDD; IP provisioning mode = IPv4
16-02-2024 18:38:58	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-02-2024 18:38:57	critical	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-02-2024 18:34:07	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-02-2024 18:34:01	notice	Honoring MDD; IP provisioning mode = IPv4
16-02-2024 18:30:02	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-02-2024 18:30:00	warning	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-02-2024 18:16:31	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-02-2024 18:16:31	critical	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-02-2024 18:16:24	critical	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-02-2024 18:16:24	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-02-2024 18:09:51	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-02-2024 18:09:49	warning	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-02-2024 17:49:38	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-02-2024 17:49:36	warning	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-02-2024 17:48:03	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-02-2024 17:48:02	warning	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-02-2024 17:47:24	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-02-2024 17:47:20	warning	ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-02-2024 17:46:40	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-02-2024 17:46:38	critical	No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-02-2024 17:46:28	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[DanR2024]

3.0 Downstream channels

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

1	195000000	1.7	37	QAM 256	8
2	147000000	1.5	37	QAM 256	2
3	155000000	1.4	37	QAM 256	3
4	163000000	1.4	36	QAM 256	4
5	171000000	1.4	37	QAM 256	5
6	179000000	1.4	37	QAM 256	6
7	187000000	1.5	36	QAM 256	7
8	203000000	1.7	36	QAM 256	9
9	211000000	2	37	QAM 256	10
10	219000000	2.1	37	QAM 256	11
11	227000000	2.1	37	QAM 256	12
12	235000000	2.1	37	QAM 256	13
13	243000000	2.1	36	QAM 256	14
14	251000000	2.1	36	QAM 256	15
15	259000000	2.1	37	QAM 256	16
16	267000000	2.2	37	QAM 256	17
17	275000000	2.3	36	QAM 256	18
18	283000000	2.2	37	QAM 256	19
19	291000000	2.3	37	QAM 256	20
20	299000000	2.4	37	QAM 256	21
21	307000000	2.4	37	QAM 256	22
22	315000000	2.3	36	QAM 256	23
23	323000000	2.2	36	QAM 256	24
24	331000000	2.3	37	QAM 256	25
25	339000000	2.5	37	QAM 256	26
26	347000000	2.5	37	QAM 256	27
27	355000000	2.5	36	QAM 256	28
28	363000000	2.7	37	QAM 256	29
29	371000000	2.7	37	QAM 256	30
30	379000000	2.8	37	QAM 256	31
31	387000000	2.7	37	QAM 256	32

3.0 Downstream channels

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

1	Locked	37	115718564	1660027
2	Locked	37	84793557	649331
3	Locked	37	88143012	718070
4	Locked	36	93073490	884615
5	Locked	37	98708251	1287456
6	Locked	37	104657902	1142632
7	Locked	36	108176215	1279648
8	Locked	36	118858255	1362871
9	Locked	37	120452116	1291986
10	Locked	37	114267102	1539495
11	Locked	37	120240595	1250610
12	Locked	37	127329416	2721309
13	Locked	36	128908249	1477670
14	Locked	36	131368670	1550823
15	Locked	37	134699710	1668462
16	Locked	37	139920155	1392355
17	Locked	36	146658724	1522061
18	Locked	37	158853411	2352406
19	Locked	37	169173623	1909043
20	Locked	37	180853192	2746707
21	Locked	37	184550880	1988484
22	Locked	36	193024075	1234873
23	Locked	36	198255928	1566177
24	Locked	37	195133122	1299263
25	Locked	37	189795842	3182764
26	Locked	37	189723874	1737483
27	Locked	36	196233233	1586663
28	Locked	37	200354393	3935938
29	Locked	37	207832027	1872200
30	Locked	37	212725417	1612120
31	Locked	37	211536138	1563348

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

33

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

33

Locked

41

5.0

2607890224

404870836

[DanR2024]

3.0 Upstream channels

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

0

46200000

42

5120

QAM 64

3

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0

ATDMA

0

2

0

0

[DanR2024]

Just set up a BQM, if it's of use it's here, but naturally it doesn't have any data in it yet! 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/50b5286c38e599088ce8ef7e96104b176e3bef36

[Molly_T · Accepted solution]

Hi DanR2024 👋

Welcome to the community! Thank you for posting. 

Sorry to hear about these issues with your Hub connection, concerns due to the timing synchronisation failure, and experience getting support with this so far. 

There aren't currently any issues in the area, but it does look as though a number of disconnections are registering on the hub which we need to investigate further to offer support. We will just need to send you a PM to confirm a few account details so we can arrange this for you.

I will do this for you now - you can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞

[DanR2024]

Had an excellent engineer visit this morning and has resolved a number of issues with my physical installation. Time will tell, but hopefully the issues are all resolved!