on 26-10-2023 13:59
Hello,
I've been with virgin media at my current address for a couple of years now and while I originally had good speed and connectivity, it has worsen over time to the point where I get regular drops in connection and my speed is far lower than it should be.
Looking at the network log, it repeatedly shows 'SYNC Timing Synchronization failure'. Like others, I have found that rebooting the router temporarily improves things before reverting to how they were previously.
I've seen a few other people with this problem on the forum and the answer seems to be to share the relevant data here and wait for the Forum Team to pick it up, so I'm doing the same (fingers crossed).
Time Priority Description
26/10/2023 12:15:17 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/10/2023 12:15:13 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/10/2023 17:54:5 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/10/2023 22:34:1 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/10/2023 17:23:55 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/10/2023 14:41:51 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/10/2023 08:40:30 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/10/2023 16:30:49 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/10/2023 14:26:30 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/10/2023 08:51:34 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/10/2023 08:21:28 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/10/2023 05:23:55 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/10/2023 08:14:0 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
19/10/2023 23:37:21 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/10/2023 22:04:29 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/10/2023 17:23:55 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/10/2023 07:48:18 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
15/10/2023 12:27:43 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
15/10/2023 04:11:37 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/10/2023 05:23:55 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26-10-2023 14:55 - edited 26-10-2023 14:55
Post up the 2 tables from the Downstream, 2 from the Upstream pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts
Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality
on 27-10-2023 15:24
Thanks John, I've pasted the data and an image of the boradband monitor below.
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 139000000 | 5.9 | 37 | 256 qam | 1 |
2 | 147000000 | 6 | 38 | 256 qam | 2 |
3 | 155000000 | 5.5 | 38 | 256 qam | 3 |
4 | 163000000 | 4.8 | 38 | 256 qam | 4 |
5 | 171000000 | 4.5 | 38 | 256 qam | 5 |
6 | 179000000 | 5 | 38 | 256 qam | 6 |
7 | 187000000 | 5 | 38 | 256 qam | 7 |
8 | 195000000 | 4.3 | 38 | 256 qam | 8 |
9 | 203000000 | 3.7 | 35 | 256 qam | 9 |
10 | 211000000 | 4.4 | 38 | 256 qam | 10 |
11 | 235000000 | 3.5 | 38 | 256 qam | 13 |
12 | 243000000 | 3.9 | 38 | 256 qam | 14 |
13 | 251000000 | 3.9 | 40 | 256 qam | 15 |
14 | 259000000 | 2.7 | 38 | 256 qam | 16 |
15 | 267000000 | 2 | 38 | 256 qam | 17 |
16 | 275000000 | 2.5 | 38 | 256 qam | 18 |
17 | 283000000 | 3.2 | 38 | 256 qam | 19 |
18 | 291000000 | 1.9 | 38 | 256 qam | 20 |
19 | 299000000 | 2 | 38 | 256 qam | 21 |
20 | 307000000 | 2.9 | 38 | 256 qam | 22 |
21 | 315000000 | 3 | 38 | 256 qam | 23 |
22 | 323000000 | 2 | 38 | 256 qam |
|
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 37.6 | 6846 | 28010 |
2 | Locked | 38.9 | 1344 | 6531 |
3 | Locked | 38.9 | 441 | 101 |
4 | Locked | 38.6 | 942 | 193 |
5 | Locked | 38.9 | 1201 | 1124 |
6 | Locked | 38.6 | 413 | 138 |
7 | Locked | 38.9 | 427 | 156 |
8 | Locked | 38.6 | 632 | 197 |
9 | Locked | 35.7 | 7663262 | 607162 |
10 | Locked | 38.9 | 139 | 102 |
11 | Locked | 38.9 | 614 | 131 |
12 | Locked | 38.9 | 309 | 65 |
13 | Locked | 40.3 | 77 | 15 |
14 | Locked | 38.9 | 248 | 75 |
15 | Locked | 38.9 | 552 | 41 |
16 | Locked | 38.9 | 90 | 12 |
17 | Locked | 38.9 | 30 | 0 |
18 | Locked | 38.9 | 162 | 0 |
19 | Locked | 38.9 | 157 | 0 |
20 | Locked | 38.9 | 100 | 0 |
21 | Locked | 38.9 | 81 | 0 |
22 | Locked | 38.9 | 209 | 0 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 23600034 | 45.5 | 5120 | 64 qam | 11 |
2 | 30100000 | 46.3 | 5120 | 64 qam | 8 |
3 | 49600000 | 48.5 | 5120 | 64 qam | 5 |
4 | 36600000 | 48.3 | 5120 | 64 qam | 7 |
5 | 43100000 | 50.5 | 5120 | 64 qam | 6 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 1 | 0 |
5 | ATDMA | 0 | 0 | 0 | 0 |
on 30-10-2023 12:56
Hi @nsumm
Thanks for your response!
How has your connection been over the weekend? Have you noticed any improvement at all?
Regards
on 30-10-2023 13:22
Hi Travis,
No change. I've attached the two of the latest broadband monitor images
Thanks
Nathan S
on 31-10-2023 12:14
Hi @Travis_M
Do you need any further info? What should my next steps be?
Thanks,
Nathan S.
on 02-11-2023 13:00
Hi @nsumm
Thanks for the image update. Can I ask is channel optimization on with your Hub? If not could you please turn it on and run the same check again and let us know if there are any changes.
Sabrina
on 02-11-2023 15:53
Hi Sabrina,
Yes, channel optimization has been on since the hubs installation.
on 04-11-2023 17:43
Hi @nsumm,
Thank you for confirming. I've checked things on our systems and I'm unable to detect any faults currently that would explain this.
Is this problem ongoing today? If so, can you share your live BQM instead of screenshots? That way we can look at your connection quality in real-time.
Thanks,
on 04-11-2023 18:13