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sduffield's avatar
sduffield
Joining in
2 years ago

SYNC Timing Synchronization failure - High Post RS Errors on Downstream

Over the last few weeks, I have been suffering from intermittent broadband dropouts; some lasting a 20 seconds, whilst others lasting 5 minutes.

Checking the Hub logs, I can see several errors relating to SYNC Timing Synchronization failures and high post RS errors. Rebooting the hub resolves the issue for a few days, however the issue returns. 

Virgin Media - would you be able to review the logs to ascertain the root cause?

 

Network Log  
TimePriorityDescription
30/10/2024 15:55Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2024 15:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2024 15:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2024 15:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2024 19:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2024 18:13ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2024 08:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2024 07:13ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2024 11:05criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2024 12:06ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2024 23:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2024 10:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2024 07:35Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2024 07:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2024 07:08Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2024 07:07Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2024 06:35Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2024 03:06criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/10/2024 22:10Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/10/2024 22:09Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Downstream bonded channels

ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
11390000008.340256 qam1
21470000008.538256 qam2
3155000000840256 qam3
41630000007.640256 qam4
51710000007.440256 qam5
61790000006.840256 qam6
71870000006.838256 qam7
81950000006.340256 qam8
9203000000640256 qam9
104030000001.740256 qam34
114110000001.738256 qam35
124190000001.540256 qam36
134270000001.740256 qam37
144350000001.540256 qam38
154430000001.238256 qam39
16451000000140256 qam40
17459000000140256 qam41
184670000000.738256 qam42
19475000000140256 qam43
204830000000.938256 qam44
21491000000140256 qam45
22499000000140256 qam46
23507000000140256 qam47
24515000000140256 qam48
      
      
Downstream bonded channels   
ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors 
1Locked40.32521389 
2Locked38.93421499 
3Locked40.34671937 
4Locked40.93501924 
5Locked40.33491458 
6Locked40.36831078 
7Locked38.62631585 
8Locked40.36221763 
9Locked40.37421819 
10Locked40.376451622 
11Locked38.977521385 
12Locked40.377451570 
13Locked40.964601707 
14Locked40.367211035 
15Locked38.942161146 
16Locked40.33666909 
17Locked40.34448968 
18Locked38.649191010 
19Locked40.94045933 
20Locked38.969521339 
21Locked40.370471181 
22Locked40.374461206 
23Locked40.376711208 
24Locked40.370781110 
      
Upstream bonded channels
ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
12360001546.5512064 qam9
23660000047512064 qam3
33010000046.8512064 qam4
44960001847512064 qam1
54309999547512064 qam2
      
      
Upstream bonded channels
ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA0020
2ATDMA0030
3ATDMA0020
4ATDMA0010
5ATDMA0020

 

 

5 Replies

    • Ayisha_B's avatar
      Ayisha_B
      Icon for Forum Team rankForum Team
      2 years ago

      Hi sduffield 👋

      Welcome back to our Community Forums and thanks for your post.

      I am sorry to hear you are experiencing some issues with your service.

      I've had a look at our systems and have identified an issue with your power levels. 

      Will pop you a PM 📩 now so we can get an engineer visit booked for you.

      Hope to hear from you soon.

  • Ayisha_B's avatar
    Ayisha_B
    Icon for Forum Team rankForum Team
    2 years ago

    Thanks for confirming the requested details via PM sduffield 

    I've booked an engineer for you to come out and have a look into the issue with the power levels. You can find confirmation of the visit via your👉 online account.

    Let me know if there are any problems with the date or time and I can look to reschedule this for you. In regards to the appointment there are some details you need to know about. There will be no charge for this visit unless:

     

    •The engineer diagnoses the faults as not being caused by our network/equipment 
    •The engineer discovers that the fault or problem relates to your equipment
    •The engineer discovers that the fault or problem relates to any system that we are not responsible for

     

    The engineer will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

     

    Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can also do this online or via the MyVM app by 4pm the day before the appointment.

     

    If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

    Let us know how the visit goes! 🙂

    • sduffield's avatar
      sduffield
      Joining in
      2 years ago

      Thank you. Have seen the appointment appear in the app so thank you once again.