SYNC Timing Synchronization failure

[SupremeHonest]

Hello Everybody,

My connection has been completely impossible to use in the last 3 months. I've tried everything to get on hold of Virgin Media but the phone service keeps claiming my problem is WiFi related (when i"m telling them i'm having this problem on both WiFi and wired devices).

My connection is dropping every 5 seconds, or 5/10 minutes. It randomly drops and come back, but I need it to work and its giving me a lot of troubles - Today I'm not working as the connection is so unstable I cant even be on the net for 5 minutes.

These are the stats of my connection, any help would be massively appreciated as I'm desperate.

Status:

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	203000000	Locked
Ranged Upstream Channel (Hz)	53700000	Locked
Provisioning State	Online

Downstream:

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

1	203000000	2.5	40	256 qam	9
2	211000000	2.4	40	256 qam	10
3	219000000	2.5	37	256 qam	11
4	227000000	2.5	36	256 qam	12
5	235000000	2	40	256 qam	13
6	243000000	2	40	256 qam	14
7	251000000	2.4	40	256 qam	15
8	259000000	2.2	40	256 qam	16
9	267000000	2.7	40	256 qam	17
10	275000000	2.4	40	256 qam	18
11	283000000	2	40	256 qam	19
12	291000000	1.5	40	256 qam	20
13	299000000	1.2	40	256 qam	21
14	307000000	1.2	40	256 qam	22
15	315000000	2.2	40	256 qam	23
16	323000000	2.7	40	256 qam	24
17	331000000	3.2	40	256 qam	25
18	339000000	3.2	40	256 qam	26
19	347000000	3.4	40	256 qam	27
20	355000000	3	40	256 qam	28
21	363000000	3	40	256 qam	29
22	371000000	3.5	40	256 qam	30
23	379000000	3.7	40	256 qam	31
24	387000000	3.9	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.9	5488	53919
2	Locked	40.3	38448	94108
3	Locked	37.3	5080	55247
4	Locked	36.3	3689	71303
5	Locked	40.9	8290	90814
6	Locked	40.9	5633	75866
7	Locked	40.3	4970	86353
8	Locked	40.3	4388	121616
9	Locked	40.3	4629	96213
10	Locked	40.9	4759	73212
11	Locked	40.9	4500	117140
12	Locked	40.3	8651	113972
13	Locked	40.3	14673	91539
14	Locked	40.3	4742	87302
15	Locked	40.9	3938	79355
16	Locked	40.9	4482	65876
17	Locked	40.3	6098	76124
18	Locked	40.9	6140	63338
19	Locked	40.9	6620	73256
20	Locked	40.9	5727	70159
21	Locked	40.3	7790	80273
22	Locked	40.9	7866	78251
23	Locked	40.9	4527	74274
24	Locked	40.9	12268	85927

[Travis_M]

Hi @SupremeHonest

I'm going to private message you to investigate further, please keep an eye on your inbox.

Regards

[SupremeHonest]

Hello, update:

connection still doesn’t work at all (it probably got even worse). I know there has been a new issue on the line and this was supposed to be fixed this morning but as of now the connection is still completely unstable.

[Paul_DN]

Hi SupremeHonest,

Thank you for coming back to us, we are sorry to hear you are still facing issues, I can see the area issue which is a SNR (Signal to Noise Ratio) this is caused by noise on the network which usually comes from a damaged or exposed cable, this issue is once located we usually require permission from the council to carry out the work, this was raised under  F009187712 on 27 JUL 2021 @ 16:03 and the estimated fix time/date which may change is 06 AUG 2021 @ 11:50.

You can check this via our Service Status and you can sign in and register for automatic updates Via Email/ Text.

Regards

Paul. 

[SupremeHonest]

Thank you paul, I tried but it claims the broadband has no issue at all at the moment, even though it’s still not working as it’s intermittent with signal lost every 2/5 minutes.

best regards.

[Paul_DN]

Hi SupremeHonest,

Thank you for co9ming back to us, I am really not sure why it isn't showing when you check, you can also call our faults line on  0800 561 0061.

I have checked just now and the fix date is still Today @ 18:00 so fingers crossed this will resolve your issue.

Regards

Paul.

[SupremeHonest]

Thank you. I’m afraid it hasn’t been fixed yet as connection dropped at least 40 times today.

best regards 

[SupremeHonest]

As of 08/08/2021 This is how my connection works 

 - Leave alone yesterday's graph, i wasn't home for the whole day so I guess that's why the connection did not drop -

After raising this ticket 2 weeks ago, after endless calls with Virgin Media and at least 5 different support members asking me the same verification questions, connection remains completely IMPOSSIBLE to use.

I have not seen a single Virgin Media Engineer working on the line since I made this post and the connection has not improved by a single bit since then.

I'm ashamed by how Virgin Media is treating me as a customer and the fact that that's the FOURTH month I pay for a connection which is USELESS as of now.

Posting here so at least everyone can know, as 2 weeks ago I said it was urgent and I needed it to work but it looks like no one is taking care of it and I'm completely baffled by this situation.

[SupremeHonest]

Update 10/08:

I received 2 hours ago a message saying that the line has been fixed - but it has crashed at least 5 times since that time. So I guess it’s not fixed at all.

best regards 

[lotharmat]

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).


You may need a tech visit!

[SupremeHonest]

Here they are!

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
203000000
Locked
Ranged Upstream Channel (Hz)
60300000
Locked
Provisioning State
Online

Network Log
Time Priority Description
10/08/2021 11:57:38 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2021 10:37:53 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2021 10:37:49 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2021 10:37:49 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2021 10:37:49 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2021 10:37:49 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2021 10:37:48 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2021 10:34:47 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2021 10:34:42 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2021 10:34:42 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2021 10:34:41 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2021 10:34:41 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2021 09:50:44 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2021 09:50:38 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2021 09:50:34 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2021 09:50:34 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2021 09:50:34 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2021 09:50:33 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2021 09:49:2 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2021 09:48:58 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Maybe someone could spot something that doesn't work properly. Thanks!