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Hub loses sync (RCS Partial Servce, T3 timeout)

adept
Tuning in

on ‎01-05-2023 20:34

I am making this post to help me converse with support agents. I had similar issues in the past, some 8 months ago, and they were resolved. Unfortunately, they are back.

My hub loses connection to the Virgin network every 2-3 hours, and sometimes - up to 2-10 times in a quick succession (say, every two to five minutes).

Does anyone else experience something similar? I am really curious to know why issues have returned.

BQM link for a typical day 

Link to live BQM stats 

Hub status:

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel (Hz)	
203000000
Locked
Ranged Upstream Channel (Hz)	
49600000
Locked
Provisioning State	
Online



Downstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	203000000	-0.2	38	256 qam	9
2	139000000	2.7	37	256 qam	1
3	147000000	2.2	38	256 qam	2
4	155000000	2	37	256 qam	3
5	163000000	1.4	38	256 qam	4
6	171000000	1.2	37	256 qam	5
7	179000000	0.7	38	256 qam	6
8	187000000	0.5	38	256 qam	7
9	195000000	0	38	256 qam	8
10	211000000	-0.7	37	256 qam	10
11	219000000	-0.9	38	256 qam	11
12	227000000	-1.2	37	256 qam	12
13	235000000	-1.7	37	256 qam	13
14	243000000	-2	37	256 qam	14
15	251000000	-1.7	38	256 qam	15
16	259000000	-1.5	38	256 qam	16
17	267000000	-1.2	38	256 qam	17
18	275000000	-1.5	38	256 qam	18
19	283000000	-1.4	38	256 qam	19
20	291000000	-1.5	37	256 qam	20
21	299000000	-1	38	256 qam	21
22	307000000	-1	38	256 qam	22
23	315000000	-1.2	38	256 qam	23
24	323000000	-1.2	38	256 qam	24


Downstream bonded channels
Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.6	31657670	4652131
2	Locked	37.6	102203993	44716964
3	Locked	38.6	116199065	36899466
4	Locked	37.6	64524514	15104838
5	Locked	38.6	46339229	8470528
6	Locked	37.6	44152130	7725472
7	Locked	38.9	41734979	6930680
8	Locked	38.9	37851007	6039874
9	Locked	38.6	34017853	5199469
10	Locked	37.6	31480753	4588730
11	Locked	38.6	27428723	3920635
12	Locked	37.6	25112740	3421372
13	Locked	37.6	23567164	3137979
14	Locked	37.6	22575929	3021643
15	Locked	38.6	20117299	2661086
16	Locked	38.6	15973487	2027973
17	Locked	38.6	13340218	1694709
18	Locked	38.6	11880278	1499578
19	Locked	38.6	10572988	1334436
20	Locked	37.6	10001126	1239730
21	Locked	38.6	9329981	1154862
22	Locked	38.6	7545599	965856
23	Locked	38.6	6277910	819657
24	Locked	38.6	5431858	725553


Upstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	49600000	41	5120	64 qam	1
2	23600000	41.2	5120	16 qam	5
3	30100000	41.3	5120	64 qam	4
4	36600000	41	5120	64 qam	3
5	43100000	41	5120	64 qam	2


Upstream bonded channels
Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	5	0
2	ATDMA	0	0	849	0
3	ATDMA	0	0	381	0
4	ATDMA	0	0	71	0
5	ATDMA	0	0	11	0

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


Primary Downstream Service Flow
SFID	4110
Max Traffic Rate	575000000
Max Traffic Burst	42600
Min Traffic Rate	0


Primary Upstream Service Flow
SFID	4109
Max Traffic Rate	38520000
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort


Network Log
Time	Priority	Description
01/05/2023 19:10:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2023 18:52:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2023 17:42:0	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2023 15:20:22	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2023 15:19:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2023 15:10:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2023 15:09:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2023 15:08:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2023 12:51:5	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2023 12:50:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2023 12:50:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2023 12:50:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2023 12:50:51	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2023 12:50:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2023 12:50:49	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2023 12:50:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2023 12:48:43	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2023 12:39:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2023 12:39:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2023 12:39:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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6 REPLIES 6

Nathan_B
Forum Team
Forum Team

on ‎04-05-2023 09:16

Hi there @adept 👋 Welcome back to our forum and thanks for your post 😊

Sorry to see you've been having issues with your connection dropping, I can certainly understand the frustration with this 😔 I have taken a look at our system for you and can see that there does seem to be some issues with the service.

I'll send you a PM to confirm your details so this can be discussed further.

Regards

Nathan

The do's and don'ts. Keep the community welcoming for all. Follow the house rules


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Nathan_B
Forum Team
Forum Team

on ‎05-05-2023 12:53

Thanks for chatting with me via PM @adept 😊 I'm glad to have been able to arrange for someone to come and take a look at your connection.

Please be aware that someone over the age of 18 must be present during the visit, also if the engineer appointment is missed there may be a £25 charge added to the account.

You can view the appointment via your online account here.

Keep us posted with how this goes, if you need anything further, we'll be happy to help.

Regards

Nathan

The do's and don'ts. Keep the community welcoming for all. Follow the house rules


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adept
Tuning in

on ‎11-06-2023 11:45

I've had an engineer visit around the Coronation Day, he did some tests inside the house, and then worked in the street cabinet, and everything was just fine for a while. So in this regard, I see a pattern - it looks like it is not a problem with my hub/home wiring, but rather something outside (in the street cabinet and beyond).

Unfortunately, my problem-free state did not last, I am now back to this, where sync is lost 5-6 times an hour during the day:

 

11/06/2023 11:34:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2023 11:32:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2023 11:27:54	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2023 10:58:56	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2023 10:51:14	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2023 10:01:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2023 10:01:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2023 09:21:15	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2023 09:11:54	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2023 09:11:24	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2023 09:11:20	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2023 02:54:8	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2023 02:51:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2023 02:29:23	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2023 02:28:3	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

I don't think this could be rectified without another visit, does it? Would you be able to help me arrange it please?

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John_GS
Forum Team
Forum Team
In response to adept

on ‎13-06-2023 11:57

Hi @adept 

Thanks for coming back to the thread. I am sorry to hear you're still having broadband issues. I can see from the system check that we have booked you another visit. Please let us know how it goes.

Best wishes.

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

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ravish
Joining in
In response to Nathan_B

‎15-06-2023 16:34 - edited ‎15-06-2023 16:35

sorry posted in wrong thread.

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adept
Tuning in
In response to John_GS

on ‎19-06-2023 21:14

Got and engineer visit who plugged me into different port in the street cabinet and upgraded me from Hub3 to Hub5. So far so good! (knock on wood)

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