Community FAQ
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Search instead for 
Did you mean: 

SYNC Timing Synchronization failure, engineer appointments cancelled

sam_viner
Tuning in

on ‎19-09-2022 20:03

Hi all,

Over the past few months, my internet has become increasingly unreliable. The first ~9 months or so of my contract were absolutely fine but now, 12 months down the line, my internet cuts out intermittently, sometimes for 10-15 minutes, sometimes until the next day. This has led to me travelling into the office when I should have been working at home on more than one occasion.

We've had 2 engineer visits; the cabling re-done into the house, 2 new routers (Another hub 4, then a hub 5) and now I've had 2 engineer appointments cancelled. I receive a confirmation text after I book them, then an automated message saying "We've put your service visit on  hold while we investigate a network problem affecting your services" with no further updates.

I've looked at similar posts and set up a Broadcast Quality Monitor as suggested. Since setting it up on 25/08/2022, my internet has gone down on:

19/09/22:

17/09/2022

16/09/2022

15/09/2022

09/09/2022

08/09/2022 (Was slow, didn't go fully down)

07/09/2022: (Same as 08/09)

06/09/2022:

02/09/2022:

31/08/2022:

30/08/2022:

29/08/2022:

26/08/2022:

 

After looking at similar posts, they only seemed to be resolved by an engineer visit.

I can't post my upstream or downstream info because it says they're unavailable.

Network Status.PNG

I've looked through the logs and recently they've been showing the time set back to the Unix epoch of 01/01/1970 (See table below)

And when looked at the logs back in August they talked about Maintenance Broadcasts (See photo)

Router Logs 25/08/2022Router Logs 25/08/2022

 

Time Priority Description
01-01-1970 01:46:25criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:46:16warningLost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:46:02criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:45:53warningLost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:45:39criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:45:30warningLost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:45:16criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:45:07warningLost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:44:53criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:44:44warningLost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:44:30criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:44:22warningLost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:44:08criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:43:59warningLost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:43:45criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:43:36warningLost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:43:22criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:43:13warningLost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:42:59criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:42:50warningLost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:42:36criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:42:27warningLost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:42:13criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:42:04warningLost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:41:50criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:41:42warningLost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:41:27criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:41:26warningLost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:41:11criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:41:03warningLost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:40:49criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 01:40:40warningLost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
0 Kudos
20 REPLIES 20

Tudor
Very Insightful Person
Very Insightful Person

on ‎19-09-2022 20:43

When there is an area fault all technician’s visit are cancelled. You have to keep checking until it is cleared and if your problem is still there call customer services again.

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

sam_viner
Tuning in
In response to Tudor

on ‎19-09-2022 20:56

Thanks for the info Tudor.

I've called, gone to the link they texted me and it says there are problems in my area. I'm surprised because when I've gone through the online help portal before it pretty much always says there aren't any issues in my area and lets me book an appointment (Hence my post here).

Either way, thanks for the help! I'll see what happens...

0 Kudos

Tudor
Very Insightful Person
Very Insightful Person
In response to sam_viner

on ‎19-09-2022 23:02

Always use the phone number it reports local issues, the web page only covers issues when 100’s even 1000’s of users are affected.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

David_Bn
Forum Team
Forum Team
In response to sam_viner

on ‎22-09-2022 08:25

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

Sorry to hear of the recent issues with our services. How is the connection performing currently?

I've looked into the local area and no issues appear to be present.

All stats on the hub appear to be within spec.

Kindest regards,

David_Bn

0 Kudos

sam_viner
Tuning in
In response to David_Bn

on ‎22-09-2022 09:36

Hi David,

 

It's back in service and was working yesterday fortunately. Thank you for checking the local area and my hub. I'll report back when it cuts out again.

Cheers,

Sam

0 Kudos

Steven_L
Forum Team
Forum Team
In response to sam_viner

on ‎25-09-2022 13:11

Thanks for coming back to us @sam_viner, how has your connection been running since you last posted? I have looked into your connection and in the local area once again and cannot see any further issues.

Regards,

Steven_L

 

0 Kudos

sam_viner
Tuning in
In response to Steven_L

on ‎26-09-2022 11:58

Hi Steven,

 

Thanks for looking into it again. I've not experienced any further drop outs since Friday morning (23/09).

I'll update this thread when it happens again.

 

Many thanks,

Sam

0 Kudos

Matthew_ML
Forum Team
Forum Team
In response to sam_viner

on ‎28-09-2022 12:20

Hey sam_viner, thank you for letting me know this.

Please do keep us updated on how you get on. Thanks 

Matt - Forum Team


New around here?

0 Kudos
Top