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LPCdemon
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SYNC Timing Synchronization failure - Loss of Sync

My wired and W-iFi connections constantly drop using a Hub3. Have had a replacement router, have pin hole reset and still the same.

Reading other users posts about the "SYNC Timing Synchronization failure - Loss of Sync" logs, I too have the same issue:

What is the cause?  It's a real nuisance and telephone support say all is well.  It's definitely not:

28/06/2021 08:39:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 08:39:59criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 08:39:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 08:39:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 08:39:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 08:39:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 08:39:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 08:39:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 08:39:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 08:39:10criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 08:37:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 08:37:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 08:35:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 08:35:28criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 08:34:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 08:34:27criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 08:34:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 08:34:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 08:26:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

lotharmat
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Message 2 of 9
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Re: SYNC Timing Synchronization failure - Loss of Sync

Can you post the rest of the tabs of stats? (Up and downstream)

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!



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Hub 3 - Modem Mode - TP-Link Archer C7

LPCdemon
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Re: SYNC Timing Synchronization failure - Loss of Sync

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b77f31fee79389e35d251bf371658e6475af5b29

 

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
330750000
Locked
Ranged Upstream Channel (Hz)
39400000
Locked
Provisioning State
Online

 

Downstream bonded channels

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

1330750000-10.237256 qam25
2202750000-12.436256 qam9
3210750000-1236256 qam10
4218750000-11.536256 qam11
5226750000-11.436256 qam12
6234750000-11.236256 qam13
7242750000-11.436256 qam14
8250750000-11.237256 qam15
9258750000-11.236256 qam16
10266750000-10.736256 qam17
11274750000-10.537256 qam18
12282750000-1037256 qam19
13290750000-9.737256 qam20
14298750000-9.537256 qam21
15306750000-9.537256 qam22
16314750000-9.737256 qam23
17322750000-1037256 qam24
18338750000-1037256 qam26
19346750000-10.237256 qam27
20354750000-10.237256 qam28
21362750000-9.937256 qam29
22370750000-9.537256 qam30
23378750000-9.437256 qam31
24386750000-9.237256 qam32



Downstream bonded channels

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

1Locked37.31289413485
2Locked36.34837714298
3Locked36.64177514919
4Locked36.63761814312
5Locked36.63373916382
6Locked36.33106219553
7Locked36.62974016636
8Locked37.32852116855
9Locked36.62633020951
10Locked36.62348415496
11Locked37.32064715371
12Locked37.31834815626
13Locked37.31637016021
14Locked37.31529719699
15Locked37.31451413902
16Locked37.61395916599
17Locked37.31335117499
18Locked37.61234314196
19Locked37.31169815845
20Locked37.31109617317
21Locked37.61018922335
22Locked37.6916321212
23Locked37.3836014868
24Locked37.3748716618

 

Upstream bonded channels

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

13940000040.3512064 qam6
24620000040.5512064 qam5
32580000040.3512064 qam8
43260000040.3512064 qam7



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Andrew-G
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Re: SYNC Timing Synchronization failure - Loss of Sync

Your downstream power levels are far too low.  I've flagged that for the forum staff to advise - could be an area problem with work underway to fix already, if not they can advise and book a technician if needed.

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

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LPCdemon
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Re: SYNC Timing Synchronization failure - Loss of Sync

Thanks for the response.

What should the power levels be? And i presume my neighbours would be affected also.

Should I escalate this myself through VM CS?

 

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lotharmat
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Message 6 of 9
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Re: SYNC Timing Synchronization failure - Loss of Sync

DOwnstream should be between -6 and +10 dBmV



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

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LPCdemon
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Re: SYNC Timing Synchronization failure - Loss of Sync

LPCdemon_1-1624878095660.png

This doesn't look good either, it's only been running a couple of hours 😞

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lotharmat
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Re: SYNC Timing Synchronization failure - Loss of Sync

True!! - Hang tight for the forum staff! - They'll be able to get it resolved!



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

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Corey_C
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Message 9 of 9
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Re: SYNC Timing Synchronization failure - Loss of Sync

Thanks for your post and welcome to the Community Forums, LPCdemon,

 

Sorry to hear that you have been having broadband issues. I've run a remote diagnostic however it shows that you have since been in touch with our phone support team.

Dont forget you can view and manage your appointments here: https://www.virginmedia.com/help/virgin-media-manage-engineer-appointmenthttps

 

Cheers,

Corey C

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