SYNC Timing Synchronization failure - Loss of Sync

[stewartrea]

Hi  Guys

Hope someone can point me in the right direction, I have this problem of frequent disconnections on both wi-fi and ethernet, my home network seems stable enough its just the internet connection that seems to drop off at random time, the frequency of this happening has seemed to increase over the last few week. I have  spoken to support and all I have received is to reset the hub, this doesn't seem to work,  I have read here I may need an engineer, but the support team don't seem want to send anyone, 

I enclose an extract from the error log it seems similar to other I see on here. any advise would be most welcome 

regards 

Stewart

26/06/2021 17:49:23 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 17:42:2 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 17:42:2 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 17:35:22 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 17:05:7 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 16:56:14 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 16:50:49 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 16:42:1 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 16:42:1 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 16:24:3 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 16:24:3 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 16:22:8 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 16:22:8 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 16:12:48 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 16:12:36 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 15:51:30 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 15:51:30 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 14:28:24 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 14:28:24 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 1

[Kath_F]

Hi stewartrea,

 
Thanks for coming back to via private message. 

I have booked you in for the next available appointment. We cannot confirm the appointment time slot, so to view this please sign in to My Virgin Media here: My VM

If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. 

Lets us know how the appointment goes. 

Take care.
 

[stewartrea]

Hi All 

Firstly my thanks to the forum team for taking the initiative with this and organising an engineers visit,  I had my visit, and the engineer decided we should try a new hub, so now I'm am the proud custodian of a Virgin 4 hub, no discernable difference in the interface,  I have created a new BQM, don't really know anything yet, still had some wi-fi disconnections with my fone telling me I'm not connected, but the error Log is clean no entries since the installation, here I am fingers crossed and will update as necessary 

Best regards

Stewart

[Paul_DN]

Hi stewartrea,

Thanks for coming back to us and for the update, glad to see a improvement in the BQM fingers crossed this will remain and no further issues.

I have had a look our end and cannot see any issues.

Regards

Paul.

[stewartrea]

Hi All

Well it seems my "SYNC Timing Synchronization failure" error codes have disappeared altogether, in fact, all errors have disappeared, I have not had one single entry into my Network Log, before Wednesday the 28th July I was receiving these error codes below, Since that date I have had no errors at all, I have refreshed and rebooted  my BQM is still running BQM

So I suppose my question is  is this normal?, remember I have never had a clean connection so I dont know what my error log should look like or the BQM

Thanks in antiicpation 

Regards 

Stewart

Wed 28/07/2021 09:37:20	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 28/07/2021 09:39:28	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 28/07/2021 09:46:24	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 28/07/2021 09:46:27	5	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 28/07/2021 10:27:37	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Ayisha_B]

Hi @stewartrea,

Thanks for your post. We have had a look at the account and there's no issues this end. 

How have things been with your connection?

[stewartrea]

Hi Thanks for the reply 

Yeah!, the connection has been stable, so all seems well, I'm very grateful for the assistance I received here, so thanks to all that contributed, even the engineers who came were quite diligent in try to resolve, I have no issues with the customer service once there was recognition there was an issue to solve. 

hopefully, we don't talk too soon 

very best regards 

Stewart

[Ayisha_B]

Glad to hear that @stewartrea 🙂

Don't hesitate to reach out if you need us. 

Best,