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DRIZTT
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SYNC Timing Synchronization failure

Hi

I have just had my broadband installed just a little over 1 week ago.

i am getting a lot of connection drops, up to 5-8 times per hour.

Downstream bonded channels

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

14190000001.438256 qam30
24110000001.538256 qam29
34030000001.538256 qam28
4395000000238256 qam27
53870000002.738256 qam26
6291000000238256 qam20
72830000001.537256 qam19
82750000001.237256 qam18
92670000001.538256 qam17
102590000001.737256 qam16
112510000001.737256 qam15
12243000000237256 qam14
132350000002.237256 qam13
142270000002.537256 qam12
15219000000338256 qam11
162110000003.238256 qam10
172030000003.738256 qam9
181950000003.938256 qam8
19187000000438256 qam7
203230000002.738256 qam24
213150000002.538256 qam23
223070000002.438256 qam22
232990000002.438256 qam21
24379000000338256 qam25



Downstream bonded channels

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

1Locked38.650
2Locked38.660
3Locked38.600
4Locked38.660
5Locked38.6170
6Locked38.6120
7Locked37.6120
8Locked37.680
9Locked38.650
10Locked37.640
11Locked37.6140
12Locked37.650
13Locked37.650
14Locked37.360
15Locked38.950
16Locked38.640
17Locked38.660
18Locked38.650
19Locked38.630
20Locked38.9190
21Locked38.960
22Locked38.950
23Locked38.9160
24Locked38.65

0

 

it is next to impossible to play online game when the connection drops happens frequently.

is there any way to fix this issue or do i have to get an engineer out to solve this problem?

TIA

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DRIZTT
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Message 2 of 6
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Re: SYNC Timing Synchronization failure

since posting 1hr ago, and searching for any help online, the connection drop rate is now around every 2-5mins . even as i am typing this message it has dropped connection.

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Tudor
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Re: SYNC Timing Synchronization failure

We need your upstream figures as well please.


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
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Re: SYNC Timing Synchronization failure

Upstream bonded channels

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

12580000041512016 qam5
23260000041.5512016 qam4
33940000042512016 qam3
44620000043.5512016 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 

etwork Log
Time Priority Description
2018-11-23 16:20:31.00 critical 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=3.0;
2018-11-23 17:59:35.00 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-23 18:23:32.00 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-23 18:23:32.00 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-23 19:16:26.00 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-26 12:21:04.00 critical TLV-11 - Failed to set duplicate elements;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-26 12:21:08.00 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-01 07:24:21.00 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-02 04:56:50.00 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-02 06:56:27.00 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-03 06:48:50.00 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-05 14:07:54.00 critical TLV-11 - Failed to set duplicate elements;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-06 09:20:48.00 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-06 19:09:00.00 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-06 19:09:00.00 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-06 19:09:01.00 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-06 19:09:01.00 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-06 19:09:05.00 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-06 19:09:52.00 critical 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=3.0;
2018-12-06 19:10:12.00 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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DRIZTT
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Re: SYNC Timing Synchronization failure

the connection drop got to the point of 1 every minute or less.

gaming online is impossible as kept losing connection to the game servers i was trying to play on.

Netflix was un-watchable 

i didn't expect this kind of problems from a 100mb service

any solution or help would be greatly appreciated

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Re: SYNC Timing Synchronization failure

managed to get through to VM, 1st person i spoke to was next to no help but just sounded condescending, asked me to factory reset the hub so it can update the firmware, i told him surely the new hub out of the box that was installed 2 weeks ago by their Technician would have updated the firmware when it was plugged in?  i have checked that the firmware is upto date. i also told him that i've read through just about all the customers with the same issue and what they have done with their hub with no results.  he then told me since this is the 1st call, no Technician could be booked to come out. i said i will do as he asked to factory reset the hub and would call back when the out come would be the same. did the factory reset and hey presto it is still dropping connection every few mins for about 5 sec's each time.

Rang back and got through to their oversea call center, the chap was actually quite helpful and tried to figure out what was wrong. He arranged for a Technician to come out on Monday. sorry for the long post.  My question is what will/can the Technician do once he gets here?  From what i have read on the forum, there doesn't seem to be a solution to this major problem. Some have mention it is the hub's firmware that is messed up, is this correct ?  only been a customer for 2 weeks and i am starting to regret choosing VM as a provider.

whiles typing this message, i counted 8 connection drops Smiley Sad

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