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Morty_774
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SYNC Timing Synchronization failure

Downstream bonded channels

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

122700000010.140256 qam12
21870000001140256 qam7
31950000001140256 qam8
420300000010.940256 qam9
521100000010.540256 qam10
621900000010.340256 qam11
72350000009.940256 qam13
82430000009.540256 qam14
9251000000940256 qam15
10259000000940256 qam16
112670000009.340256 qam17
122750000009.340256 qam18
13283000000940256 qam19
142910000008.940256 qam20
152990000009.340256 qam21
163070000009.440256 qam22
17315000000940256 qam23
183230000008.840256 qam24
19379000000940256 qam25
203870000008.940256 qam26
213950000008.840256 qam27
224030000008.540256 qam28
234110000008.540256 qam29
244190000008.640256 qam30



Downstream bonded channels

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

1Locked40.95821125
2Locked40.35421061
3Locked40.35891972
4Locked40.34556000
5Locked40.35732219
6Locked40.95751802
7Locked40.95771647
8Locked40.35103074
9Locked40.34171940
10Locked40.34681891
11Locked40.35395061
12Locked40.34881715
13Locked40.34821799
14Locked40.94321807
15Locked40.34821722
16Locked40.94812137
17Locked40.94384537
18Locked40.93703111
19Locked40.95201672
20Locked40.34931693
21Locked40.34241595
22Locked40.33682968
23Locked40.34041959
24Locked40.93882004

 

Upstream bonded channels

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

1462000144.175512064 qam1
2258000124.175512064 qam4
3326000144.175512064 qam3
4394000024.175512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

14/05/2019 17:17:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2019 17:17:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;MTS-MAC=ec:1d:8b:08:b3:2;CM-QOS=1.1;CM-VER=3.0;
14/05/2019 17:22:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=18:35:d1:9a:1713;CMTS-MAC=**:**:**:**:**:**;CM-QS=1.1;CM-VER=3.0;
14/05/2019 17:22:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2019 17:27:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2019 17:27:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2019 17:32:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2019 17:32:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2019 17:37:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2019 17:37:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2019 17:42:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2019 17:42:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2019 17:47:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2019 17:47:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2019 17:52:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2019 17:52:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2019 17:57:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2019 17:57:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2019 18:02:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2019 18:02:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Hello, 

Has anyone any ideas on why this is happening? I've had 5 engineers out now and i have another coming tomorrow. i have done my own ping plotter graphs and the errors correspond with the SYNC errors on the Log (network is 1hr out) My neighbor is a virgin customer and his network log mirrors the exact same errors as mine. 

14 test 100%.png

as you can imagine this is getting very frustrating now as its been going on for months and the fault hasn't been rectified. I'm having to finish work an hour early to match the time slots and as you can imagine after 5 visits and the one tomorrow the money I'm losing is adding up as well as paying for a service that is pretty much unusable for streaming and online gaming.

any help would be appreciated. Thank You.

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Roger_Gooner
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Message 2 of 13
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Re: SYNC Timing Synchronization failure

Downstream levels are too high on several channels. The technician may move your cable to a higher tap point in the cabinet.

--
Hub 3.0, TP-Link Archer C8, TP-Link TL-SG1008D 8-port gigabit switch, V6
My Broadband Ping - Roger's VM Broadband Connection
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Morty_774
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Message 3 of 13
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Re: SYNC Timing Synchronization failure

Techs have been 5 times now and visited the cabinet.

Apparently they found the fault 2 weeks ago and the fix date would be last Thursday... The fault was still there. I was told by the tech to wait until Monday just to be sure and it's still the same if not worse. 

He said there was interference in the line someone and as it's not isolated to my house only it has to be the cabinet? 

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Morty_774
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Message 4 of 13
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Re: SYNC Timing Synchronization failure

Okay so the engineer has just been. He changed the levels and added a filter and said monitor it. 5 mins after he left its exactly the same. 

I phone up and get told my internet has worked fine for 40 mins. My phone cutting off mid conversation through WiFi calling says otherwise. 

We went through the script and he said he'd need to send another engineer out to check. There is no chance of me being able to finish work early again and in all honesty, I don't feel like I should have to for virgin to sort an issue with their service. 

So I'm currently on hold to cancel my account. 

Apparently this community isn't as helpful as made out. 

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Forum Team
Forum Team
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Message 5 of 13
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Re: SYNC Timing Synchronization failure

Hi Morty_774, 

 

Thanks for the update about your technician visit - it's certainly not the experience we would expect so soon after the visit and I am sorry that you had the issues again once they had left. 

 

Did you book the return visit as was advised? Anyone over the age of 18 can be home for the visit - it does not need to be you if that's not convenient. We also offer time slots on weekends and evenings if they suit you better. 

 

We'd hate for you to leave us. 

 

 

Katie - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


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Morty_774
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Message 6 of 13
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Re: SYNC Timing Synchronization failure

I'm getting a phone call from the guru on Monday. 

The guy at customer service said after 3 visits it should have been escalated but I'm guessing it hasn't. 

You can send another engineer but the problem I'm having is that apart from 1 who has been 3 times they're all different and won't accept the data I'm providing them. The one on Wednesday was so focussed on it being the levels that were causing it that he wouldn't listen to the symptoms I was having. 

I don't want to leave virgin as it's the best I can get in my area. However I had a better connection with sky but the download speed it's shocking from them. 

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Forum Team
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Re: SYNC Timing Synchronization failure

Who is your callback from Morty_774?

 

Please do keep us posted on that - cheers

Katie - Forum Team


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Morty_774
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Message 8 of 13
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Re: SYNC Timing Synchronization failure

Tristan I think. 

I think they believe the problem is with my devices. 

 

I will. 

Thanks

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Morty_774
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Message 9 of 13
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Re: SYNC Timing Synchronization failure

Spoke to the "guru" 

He said definitely a network issue. He was going to arrange a engineer and someone from network to visit at the same time but not heard anything a week later? 

 

Unless this is because they don't need to be in my house now?

 

Anyway the fault is still the same so I'm unsure if anything has been done? 

 

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Morty_774
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Message 10 of 13
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Re: SYNC Timing Synchronization failure

Anyone?????? 

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