on 01-07-2021 09:43
Good morning, hope someone can help.
I have a hub 4 and on the gig BB and on a regular basis now (usually during the night) the internet drops out and it doesn't reconnect itself - I have to turn the hub off and on.
The network log each time shows an error to do with Sync timing synchronisation errors.
As it's been happening for a few days now when the internet stopped last night, I rebooted to get it going again and set up one of the think broadband quality monitoring things.
I have ran the realspeed speed checker after rebooting on two occasions now with the latest one showing a download to the hub 4 at 79.1 Mbps (although somehow it's 489 Mbps to the computer!)
Upload is 4.29 Mbps, latency 19.2ms and Jitter 1.82ms says 0.0 packet loss.
This is much lower than I would expect as well.
I noticed that when the internet has gone out that the usual 192.168.0.1 IP address to get in to look at the status doesnt work either - almost as if the hub isn't there.
I tried the online check your connection thing but this wouldn't work and said to try again later!
Thank you 🙂
on 01-07-2021 09:49
on 01-07-2021 09:50
on 01-07-2021 09:58
3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 138750000 | -1.599998 | 35.779911 | QAM256 | 1 |
2 | 146750000 | -1.299999 | 35.595078 | QAM256 | 2 |
3 | 154750000 | -0.599998 | 36.386890 | QAM256 | 3 |
4 | 162750000 | -0.200001 | 36.609653 | QAM256 | 4 |
5 | 170750000 | -0.400002 | 37.636276 | QAM256 | 5 |
6 | 178750000 | -0.400002 | 37.355988 | QAM256 | 6 |
7 | 186750000 | -1.000000 | 37.636276 | QAM256 | 7 |
8 | 194750000 | -0.900002 | 36.609653 | QAM256 | 8 |
9 | 202750000 | -1.000000 | 36.609653 | QAM256 | 9 |
10 | 210750000 | -0.599998 | 37.355988 | QAM256 | 10 |
11 | 218750000 | -0.299999 | 36.386890 | QAM256 | 11 |
12 | 226750000 | -0.799999 | 36.609653 | QAM256 | 12 |
13 | 234750000 | -0.799999 | 37.355988 | QAM256 | 13 |
14 | 242750000 | -0.900002 | 37.636276 | QAM256 | 14 |
15 | 250750000 | -1.599998 | 37.636276 | QAM256 | 15 |
16 | 258750000 | -1.000000 | 37.636276 | QAM256 | 16 |
17 | 266750000 | -1.000000 | 37.636276 | QAM256 | 17 |
18 | 274750000 | -0.299999 | 37.636276 | QAM256 | 18 |
19 | 282750000 | 0.599998 | 37.355988 | QAM256 | 19 |
20 | 290750000 | 0.200001 | 37.355988 | QAM256 | 20 |
21 | 298750000 | 0.200001 | 37.355988 | QAM256 | 21 |
22 | 306750000 | 0.500000 | 37.636276 | QAM256 | 22 |
23 | 314750000 | 0.700001 | 37.355988 | QAM256 | 23 |
24 | 322750000 | 1.299999 | 37.636276 | QAM256 | 24 |
25 | 330750000 | 1.599998 | 37.636276 | QAM256 | 25 |
26 | 338750000 | 1.500000 | 38.605377 | QAM256 | 26 |
27 | 346750000 | 1.400002 | 38.605377 | QAM256 | 27 |
28 | 354750000 | 0.400002 | 37.636276 | QAM256 | 28 |
29 | 362750000 | 0.299999 | 37.636276 | QAM256 | 29 |
30 | 370750000 | 0.299999 | 37.636276 | QAM256 | 30 |
31 | 378750000 | -0.099998 | 37.636276 | QAM256 | 31 |
3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 35.779911 | 310024 | 26515 |
2 | Locked | 35.595078 | 487713 | 646 |
3 | Locked | 36.386890 | 879 | 24 |
4 | Locked | 36.609653 | 185 | 24 |
5 | Locked | 37.636276 | 273 | 24 |
6 | Locked | 37.355988 | 98 | 14 |
7 | Locked | 37.636276 | 150 | 16 |
8 | Locked | 36.609653 | 114 | 4 |
9 | Locked | 36.609653 | 86 | 4 |
10 | Locked | 37.355988 | 66 | 5 |
11 | Locked | 36.386890 | 58 | 7 |
12 | Locked | 36.609653 | 30 | 11 |
13 | Locked | 37.355988 | 44 | 7 |
14 | Locked | 37.636276 | 30 | 3 |
15 | Locked | 37.636276 | 27 | 3 |
16 | Locked | 37.636276 | 31 | 0 |
17 | Locked | 37.636276 | 28 | 0 |
18 | Locked | 37.636276 | 28 | 0 |
19 | Locked | 37.355988 | 22 | 0 |
20 | Locked | 37.355988 | 19 | 0 |
21 | Locked | 37.355988 | 17 | 0 |
22 | Locked | 37.636276 | 10 | 0 |
23 | Locked | 37.355988 | 7 | 0 |
24 | Locked | 37.636276 | 8 | 0 |
25 | Locked | 37.636276 | 5 | 0 |
26 | Locked | 38.605377 | 1 | 0 |
27 | Locked | 38.605377 | 2 | 0 |
28 | Locked | 37.636276 | 0 | 0 |
29 | Locked | 37.636276 | 1 | 0 |
30 | Locked | 37.636276 | 2 | 0 |
31 | Locked | 37.636276 | 0 | 0 |
on 01-07-2021 09:58
Wed 30/06/2021 23:00:183SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:00:446CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; 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;Wed 30/06/2021 23:06:323SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:06:356CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; 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;Wed 30/06/2021 23:12:173No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:16:203SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:16:286CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; 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;Wed 30/06/2021 23:16:443SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:16:546CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; 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;Wed 30/06/2021 23:16:593SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:17:356CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; 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;Wed 30/06/2021 23:17:403SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:18:056CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; 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;Wed 30/06/2021 23:18:093SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:18:156CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; 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;Wed 30/06/2021 23:18:173SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:19:076CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; 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;Wed 30/06/2021 23:27:053SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:27:086CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; 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;Wed 30/06/2021 23:33:063SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:33:226CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; 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;Wed 30/06/2021 23:35:033No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:36:043SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:36:106CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; 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;Wed 30/06/2021 23:43:373SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:43:576CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; 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;Wed 30/06/2021 23:47:283No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:48:053SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:48:246CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; 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;Wed 30/06/2021 23:53:183SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:53:196CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; 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;Thu 01/07/2021 00:01:213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu 01/07/2021 00:01:326CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; 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;Thu 01/07/2021 00:07:063No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
this is the network log - a bit messy 😞
on 01-07-2021 09:59
3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 46200000 | 47.520599 | 5120 KSym/sec | 64QAM | 1 |
2 | 32600000 | 48.270599 | 5120 KSym/sec | 16QAM | 3 |
3 | 25800000 | 48.520599 | 5120 KSym/sec | 32QAM | 4 |
4 | 39400000 | 47.770599 | 5120 KSym/sec | 64QAM | 2 |
3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
2 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
3 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
4 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
on 01-07-2021 10:00
General Configuration
Network access | true |
Maximum Number of CPEs | 1 |
Baseline Privacy | true |
DOCSIS Mode | 3.1 |
Config file | cmreg-vmdg640-bbt076+voc-b.cm |
Primary Downstream Service Flow
SFID | 164342 |
Max Traffic Rate | 1200000450 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Primary Upstream Service Flow
SFID | 164341 |
Max Traffic Rate | 55000270 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | bestEffort |
on 01-07-2021 10:01
Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream
Cable Modem Status | Online | DOCSIS 3.1 |
Primary downstream channel | Locked | SC-QAM |
DOCSIS 3.0 channels | 31 | 4 |
DOCSIS 3.1 channels | 1 | 0 |
I think I got it all!
on 01-07-2021 10:02
on 01-07-2021 11:19
Okay,
I phoned up VM and to be honest I'm not particularly impressed!!
According to their script the resolution to the issue is to use a factory reset - So I did that (as to be fair its not something I had done) but I can't see how this will resolve a sync issue.
Then I mentioned about the speed, I ran 3 seperate speed tests using the Sam Knows real speed and got between 290 and 350 Mbps on my 1gig BB to the hub itself.
The VM representative then went on to say that the number of WiFi devices will reduce the speed drastically as the hub only supports so many, then she looked at how many Wifi devices were connected - Zero.
And I went on to say that regardless of how many or how my internet connected devices are connected it wouldn't make the internet drop out with sync issues and she went on to say that the pinhole reset will solve all that.
She went in and put some ofcom speed complaint in (I've never heard of this) and apparently my internet speed will be monitored for the next 30 days - So whatever happened to the Ooomph package service guarantee which I recall stated they'd send round an engineer the next working day (providing issue was reported early enough) to resolve any issues?
She said as the factory reset cures the sync issues that if it happens again today to call them back....So lets see