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Critical Errors: RCS Partial Service/SYNC Timing Synchronization failure/No Ranging Response received

Hi,

As of a few days ago I have been receiving internet dropouts for about 5-6mins at a time. It started with just once a day but now they are happening every hour or so. As you can imagine, with everything happening at the moment this is effecting my ability to work from home.

During the failures the light on the Hub 3.0 remains white. I've had a call with support but they suggested the standard things I had already tried and asked me to call again in 24 hours if the problem remains (I've had the issue for 3 days so far). The intermittent problem has started happening far more frequently since the call.

So far I have tried:
Connecting with Wifi - Intermittent failures remain

Connecting with ethernet - Intermittent failures remain

Rebooting Hub 3.0 - Intermittent failures remain

Factory resetting Hub 3.0 -Intermittent failures remain

Configuring Hub 3.0 to modem mode and using my own router - Intermittent failures remain

 

Has anyone experienced this behavior before? Is it something I can fix on my end or does this require an engineer visit?

 

Below I'll add the logs that I saved from one of the outages:

Network Log
Time Priority Description
20/03/2020 23:01:20 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 23:01:18 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 23:01:18 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 23:01:17 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 23:01:16 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 23:01:15 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 23:01:15 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 23:01:14 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 23:00:21 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 23:00:20 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 23:00:13 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 22:59:51 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 22:59:50 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 22:59:49 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 22:59:18 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 22:59:18 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 22:59:18 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 22:59:18 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 22:59:17 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 22:59:17 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-rtsxxl35016u+voc-b.cm


Primary Downstream Service Flow
SFID 289768
Max Traffic Rate 402500089
Max Traffic Burst 42600
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 289767
Max Traffic Rate 38500089
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort


Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 4.725 5120 64 qam 6
2 46200000 4.625 5120 64 qam 5
3 25800000 4.475 5120 64 qam 8
4 32600000 4.6 5120 64 qam 7


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

 

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 203000000 4.5 40 256 qam 9
2 139000000 6 40 256 qam 1
3 147000000 5.8 40 256 qam 2
4 155000000 5.5 40 256 qam 3
5 163000000 5.5 40 256 qam 4
6 171000000 5.4 40 256 qam 5
7 179000000 5.1 40 256 qam 6
8 187000000 5.1 40 256 qam 7
9 195000000 4.9 40 256 qam 8
10 211000000 4.1 40 256 qam 10
11 219000000 4 40 256 qam 11
12 227000000 4 40 256 qam 12
13 235000000 3.7 40 256 qam 13
14 243000000 3.7 40 256 qam 14
15 251000000 3.5 40 256 qam 15
16 259000000 3.7 40 256 qam 16
17 267000000 3.7 40 256 qam 17
18 275000000 3.7 40 256 qam 18
19 283000000 3.9 40 256 qam 19
20 291000000 3.5 40 256 qam 20
21 299000000 3.9 40 256 qam 21
22 307000000 3.5 40 256 qam 22
23 315000000 3.5 40 256 qam 23
24 323000000 2.5 40 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.9 8786 32619
2 Locked 40.9 69784 78173
3 Locked 40.9 19384 58841
4 Locked 40.9 8196 57242
5 Locked 40.9 8750 52078
6 Locked 40.9 7955 47291
7 Locked 40.9 8404 43736
8 Locked 40.9 8501 39248
9 Locked 40.9 8903 35476
10 Locked 40.9 8730 30352
11 Locked 40.9 8558 28479
12 Locked 40.9 8986 25825
13 Locked 40.9 8563 23784
14 Locked 40.3 7590 22175
15 Locked 40.3 7377 21102
16 Locked 40.9 7085 19498
17 Locked 40.3 6504 19100
18 Locked 40.9 6413 17667
19 Locked 40.9 6046 16145
20 Locked 40.3 5803 15344
21 Locked 40.3 5434 14363
22 Locked 40.3 4723 13766
23 Locked 40.3 4779 12944
24 Locked 40.9 5010 12460

 

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
203000000

Locked
Ranged Upstream Channel (Hz)
39400000

Locked
Provisioning State
Online

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Re: Critical Errors: RCS Partial Service/SYNC Timing Synchronization failure/No Ranging Response received

Cab you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the Hub, it will take a few hours to get any kind of trend showing.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain)

 In the URL box paste the link you copied and then click OK

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Re: Critical Errors: RCS Partial Service/SYNC Timing Synchronization failure/No Ranging Response received

Hi MikeRobbo,

Thanks for the reply, I've created the BQM monitor: berryt743's BQM 

I also have pingplotter going for outbound, I'll post Hub logs and screenshots on the next outage.

Thanks again.

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Re: Critical Errors: RCS Partial Service/SYNC Timing Synchronization failure/No Ranging Response received

We just had an outage for about 25 minutes or so, started at roughly 17:47, unfortunately my laptop had gone to sleep so didn't catch the start on pingplotter.

During this outage I made no changes (no router resets etc) just waited for it to return.


Here is the full outage in BQM and pingplotter, in pingplotter the top graph is local ping to the router across Ethernet, bottom graph is ping to google DNS.

Pingplotter outage 

DQM outage 


The outage can be seen on the previously setup BQM as well here berryt743 BQM 


Below are the logs from the hub for this outage:
Network Log
Time Priority Description
21/03/2020 18:20:38 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2020 18:20:21 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2020 18:04:22 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2020 18:03:36 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2020 17:59:35 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2020 17:59:34 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2020 17:59:34 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2020 17:59:34 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2020 17:59:31 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2020 17:59:31 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2020 17:59:26 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2020 17:59:26 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2020 17:59:25 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2020 17:59:25 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2020 17:59:23 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2020 17:59:22 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2020 17:59:21 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2020 17:59:20 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2020 17:59:20 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2020 17:59:19 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;


General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-rtsxxl35016u+voc-b.cm

 

Primary Downstream Service Flow
SFID 289984
Max Traffic Rate 402500089
Max Traffic Burst 42600
Min Traffic Rate 0

 

Primary Upstream Service Flow
SFID 289983
Max Traffic Rate 38500089
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort


Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 4.525 5120 64 qam 6
2 46200000 4.55 5120 64 qam 5
3 25800000 4.4 5120 64 qam 8
4 32600000 4.475 5120 64 qam 7

 

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


Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 203000000 5.6 40 256 qam 9
2 211000000 5.4 40 256 qam 10
3 219000000 5.3 40 256 qam 11
4 227000000 5.1 40 256 qam 12
5 235000000 5 40 256 qam 13
6 243000000 5 40 256 qam 14
7 251000000 4.8 40 256 qam 15
8 259000000 4.9 40 256 qam 16
9 267000000 4.9 40 256 qam 17
10 275000000 4.9 40 256 qam 18
11 283000000 5 40 256 qam 19
12 291000000 4.5 40 256 qam 20
13 299000000 5 40 256 qam 21
14 307000000 4.5 40 256 qam 22
15 315000000 4.4 40 256 qam 23
16 323000000 3 40 256 qam 24
17 427000000 3.2 40 256 qam 25
18 435000000 3.2 40 256 qam 26
19 443000000 2.5 40 256 qam 27
20 451000000 3 40 256 qam 28
21 459000000 2.9 40 256 qam 29
22 467000000 2.9 40 256 qam 30
23 475000000 2.2 40 256 qam 31
24 483000000 2.7 40 256 qam 32

 

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 5 0
2 Locked 40.9 8 0
3 Locked 40.9 6 0
4 Locked 40.9 6 0
5 Locked 40.9 8 0
6 Locked 40.3 8 0
7 Locked 40.9 2 0
8 Locked 40.3 4 0
9 Locked 40.9 9 0
10 Locked 40.9 6 0
11 Locked 40.9 4 0
12 Locked 40.3 11 0
13 Locked 40.3 23 0
14 Locked 40.9 9 0
15 Locked 40.3 7 0
16 Locked 40.3 6 0
17 Locked 40.9 25 0
18 Locked 40.9 26 0
19 Locked 40.3 25 0
20 Locked 40.3 38 0
21 Locked 40.9 47 0
22 Locked 40.9 43 0
23 Locked 40.3 47 0
24 Locked 40.9 51 0


Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
203000000

Locked
Ranged Upstream Channel (Hz)
39400000

Locked
Provisioning State
Online

 

 

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Re: Critical Errors: RCS Partial Service/SYNC Timing Synchronization failure/No Ranging Response received

https://imgur.com/mJFSabW

We've been experiencing outages all evening still but as the phone lines are now prioritized for vulnerable customers I don't want to call if I don't have to. Is there a way to use a live chat? I can't seem to find it anywhere.

I work in cloud development so outages are really going to cause me problems in the week.

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Re: Critical Errors: RCS Partial Service/SYNC Timing Synchronization failure/No Ranging Response received

This is a problem that is going to cause a lot of frustrations during the next few weeks / months.

VM will do all they can, but they also have problems with the coronavirus especially entering peoples properties.

People that have business connections will most likely get priority because they pay more for their connection and are on a better SLA.

Have you looked into getting some decent mobile data to be going on with ?

 

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Re: Critical Errors: RCS Partial Service/SYNC Timing Synchronization failure/No Ranging Response received

Appreciate the reply again MikeRobbo.

Yeah, unfortunately I don't think the timing of these issues could get much worse, I'm sure VM have their hands full at the moment.

I'll start looking into alternatives in the meantime. Hopefully VM can get round to this eventually but I'm not holding my breath for a solution any time soon.

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Re: Critical Errors: RCS Partial Service/SYNC Timing Synchronization failure/No Ranging Response ...

Thanks for your post berryt743

 

Thanks for your post and I'm sorry to see that you've been having issues with our services.

 

Looking at the hub there doesn't appear to be an issues with the statistics as they're all in spec.

 

I have been able to run a flow on your equipment which has advise me of the following;

 

We have been able to indentify a short term period of network instability.

We believe it will only be a short term issue and it will be fixed very soon.

However, in the mean time, pleased check that the coax cables are connected securely to the Virgin Media equipment, any splitters (standard and powered) and to the wall socket.

 

Are all connections tight and secure?

 

David_Bn

 

 

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Re: Critical Errors: RCS Partial Service/SYNC Timing Synchronization failure/No Ranging Response ...

Hi David_Bn,

All the cables, both wall and hub are as tight as I can get them. Here's hoping it is only a short-term problem..

As you can see from the BQM: https://www.thinkbroadband.com/broadband/monitoring/quality/share/8bc3f9d31e3a3fe8756c39f4ee08023ec7...

We had some trouble at around 11am today but since then (touch wood) it's been smooth sailing... I'll post an update on how it behaves tomorrow.

Thanks

 

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