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Llanilek
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SYNC timing synchronisation failure

This has been going on for over twelve months now and I cannot get a resolution. Despite complaining about it on several occasions, even sending a formal complaint to be told that the problem was fixed by an engineer (funny that, seeing as it still happens). But the last contact I had with the complaints team they told me to contact customer support to get a new hub. 

After calling customer service to order said new hub I was greeted by a very defensive man who told me he couldn’t order a new hub without first troubleshooting the issue. Despite this already being done and the issue being intermittent I informed the support advisor that he could run all the tests in the world and as like the last several times I’ve called, nothing would show. he insisted so we went through the usual rigmarole of troubleshooting, and nothing was found. He refused to order a new hub as no fault could be found despite the complaints team stating in their response letter that I should order a new hub. After being on the phone for 2 hours on hold and to this advisor I asked for a manager and was rudely hung up on! So alas. Here I am trying to get this resolved once and for all. 

the advisor tried to blame it on the amount of devices connected to the router but sources state the hub 3 supports 20 devices and I only have 6 connected, 8 tops! I’ve also checked all signal strength around the house and there are zero blackspots.

ive been in the network logs around when these connection drops happen, and seen several critical errors of which the only way to resolve the issue is to reset the hub. This is happening about 10-20 times a day. The most obvious error in the log is SYNC timing synchronisation failure. Beyond that I’m not sure what else to do. 

 

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Andruser
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Message 2 of 14
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Re: SYNC timing synchronisation failure

You could post the hub's status data (for Downstream, Upstream and Network log) as text, not screenshots, and we can take a look.  You may also want to set up a Broadband Quality Monitor.  Setup a BQM over at https://www.thinkbroadband.com/broadband/monitoring/quality that'll show what's going on with your VM connection.  Post a link to a live, shared graph here and we'll see what's happening.  Usually needs to run for 24 hours before we can draw reasonable conclusions, but the live graph will continuously update so you can do that immediately.

But, after all that, sounds like you've been serially messed around with VM.  Why keep trying if the company don't want to help you?  All very well having fast download speeds, but there no use if the connection is unreliable and offer poor latency.  Perhaps time to consider an Openreach ISP, ideally from the shortlist on the top right of this page.

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Re: SYNC timing synchronisation failure

Network Log

Time Priority Description

18/02/2021 17:36:34noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 17:34:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:05:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2021 09:57:9noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2021 09:57:9ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 00:59:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 23:26:16noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 23:26:16ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2021 13:49:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2021 12:23:57criticalReceived 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;
11/02/2021 12:23:14Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2021 12:23:8criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2021 12:23:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2021 12:23:7criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2021 12:23:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 09:20:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 07:28:1noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 07:28:1ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 22:09:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 20:22:47Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Llanilek
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Message 4 of 14
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Re: SYNC timing synchronisation failure

Downstream bonded channels

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

133100000013.840256 qam25
225100000014.640256 qam15
325900000014.540256 qam16
426700000014.640256 qam17
527500000014.540256 qam18
628300000014.340256 qam19
72910000001440256 qam20
82990000001440256 qam21
930700000013.840256 qam22
1031500000013.640256 qam23
1132300000013.540256 qam24
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Llanilek
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Re: SYNC timing synchronisation failure

1233900000013.540256 qam26
1334700000013.540256 qam27
1435500000013.540256 qam28
1536300000013.540256 qam29
1637100000013.540256 qam30
1737900000013.640256 qam31
1838700000013.540256 qam32
1939500000013.540256 qam33
2040300000013.440256 qam34
2141100000013.540256 qam35
2241900000013.140256 qam36
234270000001340256 qam37
2443500000012.840256 qam38
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Llanilek
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Message 6 of 14
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Re: SYNC timing synchronisation failure

Downstream bonded channels

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

1Locked40.91151578
2Locked40.91451581
3Locked40.91574416
4Locked40.31437429
5Locked40.91360486
6Locked40.31373382
7Locked40.31356408
8Locked40.31470452
9Locked40.91487575
10Locked40.91477636
11Locked40.31302546
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Llanilek
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Re: SYNC timing synchronisation failure

12Locked40.31200508
13Locked40.91207531
14Locked40.31386610
15Locked40.31362473
16Locked40.91200519
17Locked40.3921568
18Locked40.31047518
19Locked40.91135612
20Locked40.31244545
21Locked40.31399634
22Locked40.91374550
23Locked40.91272489
24Locked40.31194530
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Llanilek
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Re: SYNC timing synchronisation failure

Upstream bonded channels

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

15370000040512064 qam6
23940000038.8512064 qam8
34620000039.3512064 qam7
46030000040.5512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0030
3ATDMA0020
4ATDMA0040

 

Sorry for the spam posts. seems there's a 20k character limit haha.

BQM 

 

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Andruser
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Message 9 of 14
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Re: SYNC timing synchronisation failure

Downstream power levels are all too high.  I've flagged that for the forum staff to advise although in a fit of carelessness I've described it as upstream too high - I'm sure they'll work it out!

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Re: SYNC timing synchronisation failure

Thanks! I'll await a further response. Hopefully I can get somewhere this time. Even if it's just with information to give to customer service so they actually do something for once.

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