Timing Synchronization Failure causing constant internet dropout making internet useless

[Dodger42]

For a while now I've been having the internet occasionally keep cutting out. This past week it has been unusable. Whenever I do anything on the internet it just completely dies for a moment and then comes back at a fraction of the speed. It cuts out constantly. Sometimes once a minute. Sometimes every 10 minutes if I'm lucky. When I check service status it says everything's fine in my area. When I make it scan anyway it says there is an issue but then when I check the service status again it still says nothing is wrong. Rebooting the router does nothing. Resetting the router does nothing. I need some kind of help because at the moment the internet I'm paying for is unusable so I'm basically paying all this money for a paperweight. The error on the router is this (mac address removed):

Time Priority Description

14/10/2023 03:22:28	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
14/10/2023 03:22:28	Warning!	RCS Partial Service;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
14/10/2023 03:22:28	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
14/10/2023 03:22:27	Warning!	RCS Partial Service;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
14/10/2023 03:19:2	notice	LAN login Success;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
14/10/2023 03:11:12	Warning!	RCS Partial Service;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
14/10/2023 03:11:12	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
14/10/2023 03:11:11	Warning!	RCS Partial Service;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
14/10/2023 03:11:11	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
14/10/2023 02:59:56	Warning!	RCS Partial Service;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
14/10/2023 02:59:56	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
14/10/2023 02:59:56	Warning!	RCS Partial Service;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
14/10/2023 02:59:56	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
14/10/2023 02:59:56	Warning!	RCS Partial Service;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
14/10/2023 02:48:45	Warning!	Lost MDD Timeout;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
14/10/2023 02:48:41	Warning!	RCS Partial Service;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
14/10/2023 02:48:41	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
14/10/2023 02:48:40	Warning!	RCS Partial Service;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
14/10/2023 02:48:40	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;
14/10/2023 02:37:26	Warning!	RCS Partial Service;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.0;

 

[Client62]

Service Fault

If you suspect a local service fault, call the automated number 0800 561 0061 to check for a known fault affecting your street.

Hub Signal Level Checks

Via http://192.168.0.1/ connect to the Hub in Router mode, do not login in, scroll down to "Check router status"     Use http://192.168.100.1/ for a Hub in Modem mode

Using the Hub's "Check router status" tabs check the Downstream and Upstream power levels are in spec.

( If already logged in to the Hub menu, the same info is available at : Advanced settings >>> Tools >>> Network status )

Downstream Power Levels of -7 to +7 dBmV are preferred, +10dBmV is the max acceptable, with a SNR of 33dB or higher across all DOCSIS 3.0 channels. Rising error counts across many channels is a current service noise fault.

Upstream Power Levels of 35 to 49 dBmV are preferred, with QAM 64 Modulation mode across all four to six DOCSIS 3.0 channels.  Seeing QAM 32/16 or QPSK is a current service noise fault.  

[Alex_RM]

Hi Dodger42,

Thanks for posting and welcome to our community 🙂

Sorry to see you're having some connection issues, I've had a look at things from our side, and can see you've been able to arrange a technician for this.

Please let us know how this goes.

Alex_Rm