Internet keeps dropping out - SYNC Timing Synchronization failure

[Jouma]

Hi,

Been having this intermittent issue for approximately 2 weeks now.  When i say intermittent, its everyday, at intermittent points through the day.  
To confirm:
This is on multiple devices including Android phones, android tablet, 2 laptops on both frequency bands (2.4 & 5ghz), & desktop hard wired ethernet direct to router.

All devices drop at the same time.

I have ensured connections are tight on back of router, and on connection point internally in the house.

I have power cycled the router multiple times.

I have factory reset the router.

I have setup on thinkbroadband the monitoring wherein it pings continously.  See below of results.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b019587bb9da7efa180e540cb6ff1d16b3...

Upon visiting the status within my account, where i enter postcode and surname, its had on there listed there is a broadband issue pretty much everyday.  

Logs from router:

03/02/2023 10:27:37	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2023 10:25:43	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2023 10:25:22	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2023 10:24:24	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2023 10:19:59	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2023 10:18:23	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2023 10:11:57	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2023 10:11:15	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2023 10:07:28	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2023 10:07:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2023 10:07:22	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2023 10:07:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2023 09:19:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

To put it lightly, I'm tiredof this, who do i speak to / what do i do next, as both my wife & I wfh?  The support desk is frustrating, as they just blame your equipment.  I'm technical, so please do let me know if i can try something different, or whether its needing an engineer to come out?

[Jouma]

Cable Modem Status Item Status Comments

Acquired Downstream Channel (Hz)	138750000	Locked
Ranged Upstream Channel (Hz)	46200000	Locked
Provisioning State	Online

Downstream bonded channels

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

1	138750000	7	38	256 qam	1
2	146750000	6.8	38	256 qam	2
3	154750000	6.8	38	256 qam	3
4	162750000	6.3	38	256 qam	4
5	170750000	6	38	256 qam	5
6	178750000	6.3	38	256 qam	6
7	186750000	6	38	256 qam	7
8	194750000	6	38	256 qam	8
9	202750000	6.1	38	256 qam	9
10	210750000	6.1	38	256 qam	10
11	218750000	6	38	256 qam	11
12	226750000	6.3	38	256 qam	12
13	234750000	6.3	38	256 qam	13
14	242750000	5.9	38	256 qam	14
15	250750000	6	38	256 qam	15
16	258750000	5.6	38	256 qam	16
17	266750000	5.5	38	256 qam	17
18	274750000	6	38	256 qam	18
19	282750000	5.9	38	256 qam	19
20	290750000	5.6	38	256 qam	20
21	298750000	6	38	256 qam	21
22	306750000	5.5	38	256 qam	22
23	314750000	5.8	38	256 qam	23
24	322750000	6.1	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.6	7563994	2616948
2	Locked	38.9	1764946	516595
3	Locked	38.9	4376171	1076909
4	Locked	38.6	7116651	2893294
5	Locked	38.9	599705	44509
6	Locked	38.9	118131	20751
7	Locked	38.9	116923	20797
8	Locked	38.6	124506	20042
9	Locked	38.6	89047	17507
10	Locked	38.6	162775	24422
11	Locked	38.6	182557	27376
12	Locked	38.9	108788	16418
13	Locked	38.6	103475	12624
14	Locked	38.6	53017	8670
15	Locked	38.9	38672	6088
16	Locked	38.6	63221	8665
17	Locked	38.9	240801	16762
18	Locked	38.9	106368	11531
19	Locked	38.6	36053	4761
20	Locked	38.9	31889	4211
21	Locked	38.9	23344	2985
22	Locked	38.9	27432	3560
23	Locked	38.9	42876	5588
24	Locked	38.9	47768	5838

[Jouma]

Upstream bonded channels

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

1	46200000	45.5	5120	64 qam	6
2	53700000	46.5	5120	64 qam	5
3	32600000	44	5120	64 qam	8
4	39400083	44.8	5120	64 qam	7

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	5	0
2	ATDMA	0	0	2	0
3	ATDMA	0	0	6	0
4	ATDMA	0	0	5	0

[Jouma]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt062-b.cm

Primary Downstream Service Flow

SFID	114912
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	114911
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[Paul_DN]

Hi Jouma,

Thank you for reaching out to us in our community and welcome, sorry to see you have been facing an intermittent connection, I was able to locate you on our system with the detail we have for you and it does look like a short term connection issue, this is consistant with a loose connection, please can you check all your internal connections, this includes all equipment plus any splitters both powered and standard.

Regards

Paul.

[Jouma]

Hi Paul,

Thanks for the response.

I can confirm I have checked internal connections, both at the terminal at the wall, and the back of the router.  We do not use any splitters.

I can also confirm the issue is prevalent with a laptop and desktop connected to the router using an ethernet cable.

Please let me know if there is anything further I can try / provide.

[Ashleigh_C]

Hi there @Jouma 

Thank you for updating us and we are so sorry that checking the cables has not improved things. I can see there are a lot of disconnections on our side so I think it would be best for us to get an engineer out to take a look. 

I will pop you a PM across now so we can arrange this, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message. 
 

[Jouma]

Hi Ashleigh.

Thanks for the response, unfortunately i've not had a PM come through?

[Jouma]

Hi,

Can i nudge this please, as this is still an intermittent issue

[Ilyas_Y]

Hey @Jouma, thanks for reaching out to us on the Virgin Media forums.

I'm sorry to hear about the issues with the connection.
I've had a look and this will definitely need to be looked in to 😞
I will send a private message - watch out for the purple envelope inviting you in.

Kind regards,
Ilyas.