SYNC Timing Synchronization failure

[kingofcuddles]

My internet stopped working a few days ago (tuesday iirc) I was on about 300Mbps with the volt thingy via a hub3->pfsense.

I reset it into router mode, removed all my other network gear, no luck. I called support they told there was a fault with my hub, and they'd send an engineer out, the timelines for this weren't good enough and given I'm already out of contract and the ever increasing prices I decided I'd shop around as well.

Called their customer retention people to ask about returning the old box etc, and when she tried to upsell me to I told her I'd take the gig package at the new customer price or nothing. She managed to beat the listed new customer price and so I agreed and went through all the contract bits and bobs. As part of this I was told the engineer visit had had been cancelled.

Fast forward to today and the hub5 arrives, everything is up and working beautifully within 15 minutes I'm back online (finally) and rocking a solid 940Mbps. All was well.

After about 30 minutes I threw it in modem mode, and migrated back over to pfsense, and again, everything worked perfectly.

I told my missus everything was back online, and went off to play some 7D2D.

2 and a half hours later and I get the dreaded call from the missus: its dead as a dodo. I'm getting a red flashing light on the hub5, and can't access it via the normal 192.168.100.1 modem mode IP. I do a pin reset, and then set it back up (left in router mode). The logs/diag indicate a fault, so I called support and explained the issue and they've told me to pin reset it again and that 30 minutes later it'll be resolved.

I tried, obviously that failed..

I've also tried all of the normal things; reseating all the things, turning it on and off again, blowing out all the ports and of course praying to tech Jesus.

The dashboard status indicates: 
Internet (Partial Service (US only))

The diagnosis tool shows:
1 The temperature of your Hub 5 is normal.

2 Your broadband connection is down. Please check your coaxial cable is firmly attached.

3 Gateway IPv4 address is not valid.

4 Your broadband connection is down

Item Status Type
Cable Modem Status US ranging DOCSIS 3.0
Primary downstream channel Unlocked Unknown
Channel Overview Downstream Upstream
DOCSIS 3.0 channels 0 1
DOCSIS 3.1 channels 0 0

Upstream/Downstream: Not Available

and my logs:

Time	Priority	Description
18-10-2023 19:27:44	notice	GUI Login Status - Login Success from LAN interface
18-10-2023 19:05:15	notice	GUI Login Status - Login Success from LAN interface
18-10-2023 18:53:42	notice	GUI Login Status - Login Success from LAN interface
18-10-2023 18:53:35	notice	GUI Login Status - Login Success from LAN interface
18-10-2023 18:52:40	notice	GUI Login Status - Login Success from LAN interface
01-01-1970 00:59:40	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:59:34	critical	No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:59:24	warning	B-INIT-RNG Failure - Retries exceeded;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:53:48	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:53:48	warning	B-INIT-RNG Failure - Retries exceeded;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:47:26	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:47:24	warning	B-INIT-RNG Failure - Retries exceeded;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:41:11	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:41:09	warning	B-INIT-RNG Failure - Retries exceeded;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:34:52	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:34:52	critical	Ranging Request Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:29:46	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:29:29	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:29:28	warning	B-INIT-RNG Failure - Retries exceeded;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:24:21	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:24:20	warning	B-INIT-RNG Failure - Retries exceeded;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:18:41	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:18:39	warning	B-INIT-RNG Failure - Retries exceeded;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:13:57	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:13:56	critical	No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:13:46	warning	B-INIT-RNG Failure - Retries exceeded;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:06:40	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:06:39	critical	Ranging Request Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:00:45	critical	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:00:41	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
01-01-1970 00:00:40	critical	Cable Modem Reboot because of - pin-reset

Any suggestions?

[Martin_N]

Hi kingofcuddles,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the issue you've had with your services. 

I am happy to take a look into this for you. 

I will private message you now to confirm your details. 

^Martin