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jack911
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SYNC Timing Synchronization failure - Loss of Sync (High Ping / Dropped Frames)

Hello

I Had a virgin come out last week to look at why im getting such bad Packet loss, FPS drops and Dropped frames. 

My connection is not fully dropping so isnt flagging any faults but looking at my router status its flagging up loads of " SYNC Timing Synchronization failure - Loss of Sync " 

Ive tried to speak on the phone and tried to explain on the visit but nobody seams to be listening or at least not understand. 

I Stream on twitch. My connection has been flawless for over a year. the last 3 weeks Im losing connection for 5-30Seconds multple times a day. When streaming to a good amount of people as its my job im now starting to look like a bit of an idiot. 

02/12/2021 00:35:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**********;CMTS-MAC=*********CM-QOS=1.1;CM-VER=3.0;


Over and over again the above shows (*) The mac numbers as they may be sensative? im not sure.

I Also get this message 

02/12/2021 00:35:32Warning!RCS Partial Service;CM-MAC=

 

As you can see from the below Graph the spike is massive when tracking. nothing has changed in my house over the past year setup wise to cause this.

Untitled.png

People i know today are saying its been that bad it looks like a D.Dos Attack. but i fail to see what anyone would get from that.

Below i will post My downstream and upStream, I am not internet savvy at all so i am sorry if its not the right information. Im also running a 24 hour monitor i will post.

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

13550000009.837256 qam28
233100000010.438256 qam25
333900000010.337256 qam26
43470000001038256 qam27
53630000001038256 qam29
63710000001037256 qam30
73790000009.637256 qam31
83870000009.838256 qam32
93950000009.838256 qam33
104030000009.437256 qam34
11411000000937256 qam35
12419000000937256 qam36
134270000009.537256 qam37
144350000009.537256 qam38
154430000009.337256 qam39
164510000009.637256 qam40
174590000009.937256 qam41
184670000009.537256 qam42
194750000009.537256 qam43
204830000009.938256 qam44
2149100000010.337256 qam45
224990000001037256 qam46
235070000001038256 qam47
245150000001037256 qam48



Downstream bonded channels

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

1Locked37.68578136719
2Locked38.68268137504
3Locked37.68622138000
4Locked38.68951137133
5Locked38.68454144137
6Locked37.69322142990
7Locked37.310133142958
8Locked38.611079141309
9Locked38.911125137581
10Locked37.611051140073
11Locked37.310378142041
12Locked37.311092140529
13Locked37.611294139563
14Locked37.610946136161
15Locked37.613153149441
16Locked37.312870145343
17Locked37.611597146934
18Locked37.612120148616
19Locked37.612766155411
20Locked38.613194151427
21Locked37.612859147395
22Locked37.613021150798
23Locked38.612554147738
24Locked37.312180145872

 

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

16030000044.3512064 qam1
23940000045.5512064 qam4
35370000045.5512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0040
3ATDMA0080



I Really hope someone can help.

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jack911
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Re: SYNC Timing Synchronization failure - Loss of Sync (High Ping / Dropped Frames)

a virgin engineer * Haha! What a blunder!

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jack911
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Re: SYNC Timing Synchronization failure - Loss of Sync (High Ping / Dropped Frames)

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9272b8174c031fda730ac158fe845dc725...


Everything is wired to my PC Straight to the router. It also drops on wireless when watching Netflix.

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Andrew-G
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Re: SYNC Timing Synchronization failure - Loss of Sync (High Ping / Dropped Frames)

Not a DDOS attack, it's a connection that's subject to noise problems.  I've marked the post for staff to advise, unless there's an area fault they can book a technician visit for you.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

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lotharmat
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Re: SYNC Timing Synchronization failure - Loss of Sync (High Ping / Dropped Frames)

Power levels are too high on some channels and also you should have 4 U/S channels!

Are there any faults listed on 0800 561 0061



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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David_Bn
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Re: SYNC Timing Synchronization failure - Loss of Sync (High Ping / Dropped Frames)

Thanks for your post on our Community Forums @jack911, and a very warm welcome to you!

Sorry to hear of the issues you've been experiencing with the broadband services.

I've been able to run a flow on your equipment and have been advised that our systems have identified a short-term connectivity issue which may cause intermittent or performance related issues with the connection.
In the vast majority of cases, these types of issues are resolved after 24 hours.
Our system hasn’t identified any other issues that would impact the connection and we believe it will only be a short-term issue and the connection will return to normal after 24 hours

Do please check in with us by this time tomorrow, if this is still ongoing.

It may also be worth keeping tabs on our Service Status Checker / 0800 561 0061

Kindest regards,

David_Bn

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jack911
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Message 7 of 24
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Re: SYNC Timing Synchronization failure - Loss of Sync (High Ping / Dropped Frames)

That is a massive relief as i was really stressing over the fact it could of been, the connection has been amazing and then all of a sudden its started happening. Thanks for your reply!

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jack911
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Re: SYNC Timing Synchronization failure - Loss of Sync (High Ping / Dropped Frames)

Than you. No faults on that number! Ive saved your message to inform virgin. Thank you 🙂 Its so strange as its only just started to happen, The connection dropped like this about 3 weeks ago, Virgin came out and still happeneing. Unless thefault was fixed with new equipment and this is a new error. Its always been a SYNC Timing Synchronization failure though.

Thanks for your reply

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jack911
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Re: SYNC Timing Synchronization failure - Loss of Sync (High Ping / Dropped Frames)

Thank you. 

It is slightly annoying i must wait another 24 hours as this issue has been going on for weeks. I am happy that people can now see faults with my line though, I will be in touch tomorrow if the issue is still on going.

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jack911
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Re: SYNC Timing Synchronization failure - Loss of Sync (High Ping / Dropped Frames)

Today has been awful connection wise 

 

We are almost 24 hours on from my first post. I have missed out on a full evenings work again 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9272b8174c031fda730ac158fe845dc725...

 

The dropped frames on my stream. Lag outs on games. Hitting over 400ping on some games and Internet outages.

 

Please can you now look into fixing this please. I really don't want to move to sky as they just font offer the speeds that you do. I really do need a stable Internet connection though.

 

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