SYNC Timing Synchronization failure

[Theo468]

Hey Peeps,

I've been having some connection issues for the past few weeks in that the connection drops, it comes back up fairly quickly but as an online gamer, it's less than ideal. It's getting to the point that I'm thinking of changing to an another provider. I'd rather a more stable connection rather than fast download.

I've had a BQM running and the link to see it is 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a857b01cb783f411970cfe51467353a75209cef4-31-07-2021

When running a diagnostic test through the VM website I do get a Network Issue;

Network issue

There's a network issue which maybe affecting your broadband service

What does this mean?

• This issue is caused by interference on the cabling coming into your home.
• This will cause intermittent speeds and performance may vary.

My router stats are;

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	203000000	Locked
Ranged Upstream Channel (Hz)	32600000	Locked
Provisioning State	Online

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 203000000 3 38 256 qam 9
2 211000000 2.9 38 256 qam 10
3 219000000 2.7 38 256 qam 11
4 227000000 2.7 38 256 qam 12
5 235000000 2.7 38 256 qam 13
6 243000000 2.5 38 256 qam 14
7 251000000 2.2 38 256 qam 15
8 259000000 2 38 256 qam 16
9 267000000 1.9 38 256 qam 17
10 275000000 1.7 38 256 qam 18
11 283000000 1.5 38 256 qam 19
12 291000000 1.5 38 256 qam 20
13 299000000 1.5 38 256 qam 21
14 307000000 1.5 38 256 qam 22
15 315000000 1.5 38 256 qam 23
16 323000000 1.5 38 256 qam 24
17 331000000 1.5 38 256 qam 25
18 339000000 1.7 38 256 qam 26
19 347000000 1.5 38 256 qam 27
20 355000000 1.5 38 256 qam 28
21 363000000 1.5 38 256 qam 29
22 371000000 1.5 38 256 qam 30
23 379000000 1.4 38 256 qam 31
24 387000000 1.2 38 256 qam 32

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 4001 16730
2 Locked 38.6 1905 14389
3 Locked 38.6 1907 15598
4 Locked 38.6 2255 18930
5 Locked 38.9 2083 15987
6 Locked 38.9 2204 15531
7 Locked 38.9 2439 14552
8 Locked 38.6 4094 29734
9 Locked 38.9 2653 12668
10 Locked 38.9 3529 25084
11 Locked 38.6 4275 27374
12 Locked 38.6 3290 12269
13 Locked 38.9 4532 23823
14 Locked 38.9 3996 22772
15 Locked 38.6 2988 15177
16 Locked 38.9 2983 14981
17 Locked 38.6 3012 22695
18 Locked 38.9 5137 22888
19 Locked 38.9 4861 23423
20 Locked 38.6 4346 23850
21 Locked 38.9 2953 17050
22 Locked 38.6 3889 23855
23 Locked 38.9 6411 19548
24 Locked 38.9 7690 29315

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 32600000 33.3 5120 64 qam 10
2 39400000 33.3 5120 64 qam 9
3 46199940 33.5 5120 64 qam 8
4 25800000 33 5120 64 qam 12

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 2 0
2 ATDMA 0 0 2 0
3 ATDMA 0 0 54 0
4 ATDMA 0 0 135 0

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt053-b.cm

Primary Downstream Service Flow
SFID 13476
Max Traffic Rate 575000000
Max Traffic Burst 42600
Min Traffic Rate 0

Primary Upstream Service Flow
SFID 13475
Max Traffic Rate 38520000
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 16320
Scheduling Type BestEffort

Network Log
Time Priority Description
30/07/2021 19:55:16 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2021 19:55:15 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2021 19:55:11 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2021 19:55:11 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2021 19:55:11 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2021 19:55:11 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2021 18:58:2 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2021 18:07:10 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2021 18:07:7 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2021 18:07:7 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2021 18:07:7 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2021 18:01:0 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2021 17:26:3 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2021 22:25:5 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2021 10:35:33 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2021 10:35:33 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2021 10:34:57 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2021 10:34:57 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2021 10:34:43 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2021 10:34:40 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

You have a network problem known to VM - presumably they are working to fix it.

Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

Or a VM person will advise on here but that can take a day or two.

[Theo468]

I forgot to mention, I phoned the number before making the post, and according to the automated service, there is no issue in my area

[Paulina_Z]

Hi @Theo468,

Welcome back to our Community Forums! Thank you for your post and I'm sorry to hear that you've been experiencing some ongoing connection issues!

I was able to locate your account, and I can confirm that there are no area issues impacting your service.

However, I can see that your current Hub up-time is currently showing as 30 days. Please reboot your Hub and keep an eye on your connection over the next 24 hrs.

If you're still experiencing some issues after this, please let us know and we'll be more than happy to look into this for you.

Thanks! 🙂