SYNC Timing Synchronization failure errors

[Blakey47]

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 🙂

[lotharmat]

---

@Blakey47 wrote:

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

---

Absolute tosh! She said that to get you off the phone!

The factory reset *can* help but it is basically a Hail Mary pass just to rule out a bad config issue!

After the reset - post up your hub stats again  - see if anything has changed!

[Blakey47]

I kind of knew that the factory reset wouldn't work and it was a fob off but because I hadn't done it I had to do it to appease them!

I'll post up the stats again in a bit 🙂

[Blakey47]

3.0 Downstream channels

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

25	330750000	1.500000	37.636276	QAM256	25
1	138750000	-1.799999	35.595078	QAM256	1
2	146750000	-1.500000	35.595078	QAM256	2
3	154750000	-0.799999	36.386890	QAM256	3
4	162750000	-0.400002	36.386890	QAM256	4
5	170750000	-0.700001	37.355988	QAM256	5
6	178750000	-0.599998	37.636276	QAM256	6
7	186750000	-1.099998	37.355988	QAM256	7
8	194750000	-1.000000	37.355988	QAM256	8
9	202750000	-1.099998	36.609653	QAM256	9
10	210750000	-0.700001	37.355988	QAM256	10
11	218750000	-0.299999	36.386890	QAM256	11
12	226750000	-0.799999	37.355988	QAM256	12
13	234750000	-0.900002	37.355988	QAM256	13
14	242750000	-1.099998	37.636276	QAM256	14
15	250750000	-1.599998	37.636276	QAM256	15
16	258750000	-1.099998	37.636276	QAM256	16
17	266750000	-1.099998	37.636276	QAM256	17
18	274750000	-0.400002	37.636276	QAM256	18
19	282750000	0.500000	37.355988	QAM256	19
20	290750000	0.200001	37.355988	QAM256	20
21	298750000	0.099998	37.355988	QAM256	21
22	306750000	0.500000	37.636276	QAM256	22
23	314750000	0.900002	38.605377	QAM256	23
24	322750000	1.400002	37.636276	QAM256	24
26	338750000	1.500000	38.605377	QAM256	26
27	346750000	1.500000	38.605377	QAM256	27
28	354750000	0.500000	37.636276	QAM256	28
29	362750000	0.299999	37.636276	QAM256	29
30	370750000	0.400002	37.355988	QAM256	30
31	378750000	-0.099998	37.355988	QAM256	31

3.0 Downstream channels

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

25	Locked	37.636276	7930	209
1	Locked	35.595078	479115	181846
2	Locked	35.595078	709949	58994
3	Locked	36.386890	149881	21546
4	Locked	36.386890	98512	79205
5	Locked	37.355988	143987	60123
6	Locked	37.636276	99994	15243
7	Locked	37.355988	166887	18041
8	Locked	37.355988	107672	53948
9	Locked	36.609653	110045	30608
10	Locked	37.355988	29179	1833
11	Locked	36.386890	66833	2799
12	Locked	37.355988	173294	41582
13	Locked	37.355988	156520	32881
14	Locked	37.636276	39763	1115
15	Locked	37.636276	18449	1031
16	Locked	37.636276	20419	990
17	Locked	37.636276	40324	1226
18	Locked	37.636276	66850	2368
19	Locked	37.355988	23661	792
20	Locked	37.355988	15970	694
21	Locked	37.355988	12168	603
22	Locked	37.636276	8620	464
23	Locked	38.605377	13604	385
24	Locked	37.636276	37203	628
26	Locked	38.605377	3649	152
27	Locked	38.605377	2280	111
28	Locked	37.636276	6045	134
29	Locked	37.636276	4913	132
30	Locked	37.355988	2812	85
31	Locked	37.355988	3186	95

3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

33

94

4K

1840

QAM4096

424

3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

33

Locked

40

-0.9

6882609

885

[Blakey47]

3.0 Upstream channels

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

1	25800000	51.270599	5120 KSym/sec	32QAM	4
2	46200000	49.270599	5120 KSym/sec	64QAM	1
3	32600000	51.270599	5120 KSym/sec	16QAM	3
4	39400000	48.770599	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	2	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

[lotharmat]

Yup - Upstream power is too high! - That can cause problems

VM Staff will be along shortly!

[Blakey47]

Thank you for your help 🙂

[Blakey47]

Since performing the factory reset on the router it hasn't (yet) disconnected from the internet.

However, unfortunately the speed issue continues - which I assume has to do with the high power level on the upstream.

If they are tracking it then today would be the third day and I've yet to get a speed thats within my guaranteed speed level on Samknows Realspeed.

I did manage a 500mbps yesterday but still below the guaranteed speed for the 1gig BB. A test just now was back to 278Mbps.

The speed guarantee clearly states that if there are 3 days in a row where the speed is below the guaranteed level then they have 30 days to sort it or I can leave without any penalty. It seems that it doesn't have to be consistent as long as it drops below the guaranteed level on each of the 3 days - Which  it has.

I've counted today as day 3 as although I reported it on the 1st July I'm not sure if VM count that as day 1 or not....

Another strange thing that did happen was the 2.4Ghz WiFi band reset itself to the hubs default name and password - I change both to my own names and passwords as soon as I got the Hub and the factory reset put them back to the defaults so naturally I changed them back.

I only noticed when my Ring Doorbell was offline - and its the only device that I have that uses the 2.4Ghz Wifi band.

Bit concerning that the Hub can change this without warning!!

[Travis_M]

Hi @Blakey47

Thanks for posting!

Could you reboot the hub for me so I can review the change in levels after this? Let me know once done 🙂

Regards

[Blakey47]

All rebooted 🙂

Blakey47

[Travis_M]

Thanks for that, i'm going to private message you now to confirm a few more details, please keep an eye on your inbox.

Regards