on 28-07-2021 21:07
Greetings All,
VM customer for nearly 14 years across various residencies, and this is the first time I've experienced something like this.
I'm getting pretty frequent drop-outs and packet loss, not enough to cause too much of a problem browsing, but definitely enough to unsettle streaming services, gaming, and more importantly, video conferencing calls (yay, home working!).
BQM's Here:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/560fab4b5c98b026adb692710394adc8ac5fcde4-28-07-2021
I'm noticing a lot of `SYNC Timing Synchronization failure - Loss of Sync` in the network log on the router itself, I'll attach the rest of the router info below for reference.
I have made a call to phone support, but after going through the usual rigmarole, despite explaining to the chap that they're very short losses of connection, he couldn't see anything on his end, so I was out of luck. He said I should phone up only when I have no internet, so please monitor it and call if it happens. Dude, the dropouts last 10-15 seconds, and I have to wait 40 minutes on hold to speak to a representative?
I asked to speak to second line tech support... 'oh, we don't have any more tech support.' Can I speak to a manager... 'No, they can't help you either.' So I just have to live with this? 'Sir, yes, for now, you will need to live with it.'
... I'm sorry... WHAT?!
So, glorious forum team and hive-mind, let's see what you've got. I've seen a few of these posts popping up, some eluding that our recent streak of warm weather may be exacerbating a problem in poorly maintained overcroweded cabinets... Crossing things. Based on the rude tone of the tech support rep I spoke to, I'll be making a complaint about that regardless.
on 28-07-2021 21:08
Other router stats for your perusal:
Item Status Comments
Acquired Downstream Channel (Hz) | 403000000 | Locked |
Ranged Upstream Channel (Hz) | 39399988 | Locked |
Provisioning State | Online |
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 403000000 | -0.5 | 38 | 256 qam | 30 |
2 | 203000000 | 3 | 40 | 256 qam | 9 |
3 | 211000000 | 2.9 | 40 | 256 qam | 10 |
4 | 219000000 | 3 | 40 | 256 qam | 11 |
5 | 227000000 | 2.9 | 40 | 256 qam | 12 |
6 | 235000000 | 2.5 | 40 | 256 qam | 13 |
7 | 243000000 | 2.2 | 40 | 256 qam | 14 |
8 | 251000000 | 2 | 40 | 256 qam | 15 |
9 | 259000000 | 2 | 40 | 256 qam | 16 |
10 | 267000000 | 2.2 | 40 | 256 qam | 17 |
11 | 275000000 | 2.2 | 40 | 256 qam | 18 |
12 | 283000000 | 2.5 | 40 | 256 qam | 19 |
13 | 291000000 | 2.5 | 40 | 256 qam | 20 |
14 | 299000000 | 2.2 | 40 | 256 qam | 21 |
15 | 307000000 | 2 | 40 | 256 qam | 22 |
16 | 315000000 | 1.7 | 40 | 256 qam | 23 |
17 | 323000000 | 1.4 | 40 | 256 qam | 24 |
18 | 363000000 | 0.7 | 40 | 256 qam | 25 |
19 | 371000000 | 0.5 | 38 | 256 qam | 26 |
20 | 379000000 | 0.2 | 38 | 256 qam | 27 |
21 | 387000000 | -0.2 | 40 | 256 qam | 28 |
22 | 395000000 | -0.5 | 38 | 256 qam | 29 |
23 | 411000000 | -0.5 | 38 | 256 qam | 31 |
24 | 419000000 | -0.5 | 38 | 256 qam | 32 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.6 | 13 | 0 |
2 | Locked | 40.9 | 176 | 0 |
3 | Locked | 40.3 | 134 | 0 |
4 | Locked | 40.9 | 128 | 0 |
5 | Locked | 40.3 | 84 | 0 |
6 | Locked | 40.3 | 75 | 0 |
7 | Locked | 40.3 | 58 | 0 |
8 | Locked | 40.3 | 39 | 0 |
9 | Locked | 40.3 | 56 | 0 |
10 | Locked | 40.3 | 67 | 0 |
11 | Locked | 40.3 | 86 | 0 |
12 | Locked | 40.9 | 93 | 0 |
13 | Locked | 40.9 | 71 | 0 |
14 | Locked | 40.9 | 50 | 0 |
15 | Locked | 40.3 | 11 | 0 |
16 | Locked | 40.3 | 22 | 0 |
17 | Locked | 40.3 | 13 | 0 |
18 | Locked | 40.3 | 8 | 0 |
19 | Locked | 38.9 | 8 | 0 |
20 | Locked | 38.9 | 7 | 0 |
21 | Locked | 40.3 | 12 | 0 |
22 | Locked | 38.9 | 16 | 0 |
23 | Locked | 38.6 | 13 | 0 |
24 | Locked | 38.9 | 21 | 0 |
on 28-07-2021 21:10
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 39399988 | 46.3 | 5120 | 64 qam | 4 |
2 | 46200041 | 47.8 | 5120 | 64 qam | 3 |
3 | 53700012 | 48.8 | 5120 | 64 qam | 2 |
4 | 60299974 | 49.8 | 5120 | 64 qam | 1 |
Primary Downstream Service Flow
SFID | 7364 |
Max Traffic Rate | 402500089 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Primary Upstream Service Flow
SFID | 7363 |
Max Traffic Rate | 38500089 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | BestEffort |
Upstream bonded channels
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 | 0 | 0 |
Log Examples:
28/07/2021 16:12:54 Warning! Lost MDD Timeout;
28/07/2021 16:12:49 Warning! RCS Partial Service;
28/07/2021 16:12:49 critical SYNC Timing Synchronization failure - Loss of Sync;
28/07/2021 16:12:48 Warning! RCS Partial Service;
28/07/2021 16:12:48 critical SYNC Timing Synchronization failure - Loss of Sync;
28/07/2021 16:12:46 Warning! RCS Partial Service;
on 31-07-2021 09:10
Hi ruu1989,
Thanks for posting and welcome to our community 🙂
I'm sorry to hear you've had some issues with your connection.
I've been able to locate your account and everything looks within the specifications we would expect from our side.
Is this over a wired or wireless connection you have the issue?
Are you able to post a live link to your BQM?
Alex_Rm