SYNC Timing Synchronization failure

[mamwl1]

Hello,

For the last couple of weeks, our broadband is regularly dropping, multiple times a day. Router logs show it is a synch failure which from other forum posts looks like it is an issue between the cabinet and our house.

I'm assuming this is affecting others as 10 days ago we saw a pair of VM vans, and spoke to the guys who said they had repaired the issue. Looks like it didn't work.

Attached are screenshots of the router logs. If anyone can help that would be great. But I assume we need an engineer to visit.

 

 

 

 

Thanks!

[BryMich]

Where do you find these logs?

I dont seem to be able to see them anywhere

[Tudor]

Please post as data, not photos which are very hard to read. Instructions:

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

• Click on the “> Check router status” button
• Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
• Click on the “Upstream” tab, copy the text and paste into your reply
• Click on the “Networking” tab, copy the text and paste into your reply.
• Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.

[BryMich]

I literally do not have those options to click on

[Tudor]

@BryMich you have a Hub5x, as I do not have one I cannot say where the stats are.

@mamwl1 what I can see from the photos you do not have a Hub5x, so instructions should be valid.

[mamwl1]

Thanks @Tudor, it looks like Virgin now knows there is an intermittent fault in my area. So hopefully that will mean some progress.

[Robert_P]

Hi mamwl1

From checking there doesn't show any current area issues, there was note form yesterday and the technicians to advise testing and monitoring was taking place. Has this improved since your post?

Rob

[mamwl1]

Hi Rob,

I'm afraid it hasn't got better. It was down most of yesterday. It was generally working today, but had dropped a couple of times. My understanding is that there is an issue generally in Romsey at the moment. When I did a connection test today it said there was already a ticket raised.

Regards, Matt.

[Daniel_Et]

Hi @mamwl1, thank you for your response.

I've taken a look on our side and can see you're currently being impacted by an area fault, which has an estimated fix time of tomorrow at 1pm.

You can track your service status for any updates here. 

We hope you're back up and running as soon as possible.

Regards,
Daniel

[mamwl1]

Thanks Daniel, I think it might already be fixed. Connection has been stable for the last couple of days. Woohoo.

Regards, Matt.