Criticial Warning: RCS Partial Service - Please help!

[hagmish]

Hi Virgin folks,

I am a broadband customer and as I work from home, stability of my connection is very important. For a number of months our router has experienced erratic dropouts of connection at any time of the day. Sometimes I'll be disconnected from a zoom meeting every 30 seconds for an hour. In each case, it is the router that is losing connection, as all devices in the house lose their internet at the same time, including those connected via ethernet. Then the connection is restored after about 1 minute. 

I looked into the router error logs and here is what I'm seeing (below). My understanding of 'RCS Partial Service' error messages is that this relates to a loss of signal between the router and the street cabinet. This is a persistant error that is happening at all times of the day and is affecting my work substantially. I think this needs an engineering visit. Can this please be investigated?

Time Priority Description

25/05/2023 10:50:18	Warning!	RCS Partial Service;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.0;
25/05/2023 10:50:18	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[redacted]CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.0;
25/05/2023 10:50:14	Warning!	RCS Partial Service;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.0;
25/05/2023 10:50:14	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.0;
25/05/2023 10:50:9	Warning!	RCS Partial Service;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.0;
25/05/2023 10:50:8	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.0;
25/05/2023 10:50:7	Warning!	RCS Partial Service;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.0;
25/05/2023 10:50:7	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.0;
25/05/2023 10:50:3	Warning!	RCS Partial Service;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.0;
25/05/2023 10:50:3	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.0;
25/05/2023 10:47:45	Warning!	RCS Partial Service;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.0;
25/05/2023 10:47:44	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.0;
25/05/2023 10:47:36	Warning!	RCS Partial Service;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.0;
25/05/2023 10:47:36	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.0;
25/05/2023 10:43:14	Warning!	RCS Partial Service;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.0;
25/05/2023 10:43:14	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.0;
25/05/2023 10:43:11	Warning!	RCS Partial Service;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.0;
25/05/2023 10:43:11	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.0;
25/05/2023 10:43:0	Warning!	RCS Partial Service;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.0;
25/05/2023 10:42:59	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.0;

[Client62]

Can you copy / paste the text from the Upstream / Downstream tabs of the Router Status ?

[g0akc]

Set up a BQM  and provide a link to it here.

[Tudor]

Also 

Check with Area faults on 0800 561 0061 If you have a VM landline 150

[hagmish]

Sure here you go:

Downstream bonded channels

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

1	Locked	35.7	106594	1095452
2	Locked	35.7	115765	1096193
3	Locked	35.7	116723	1115739
4	Locked	36.3	114612	1135374
5	Locked	36.6	115699	1153149
6	Locked	36.6	117866	1166769
7	Locked	37.6	110884	1138462
8	Locked	37.6	110994	1137270
9	Locked	37.6	116198	967921
10	Locked	38.6	119054	968357
11	Locked	38.6	119096	974210
12	Locked	38.6	116257	971575
13	Locked	38.9	117544	943543
14	Locked	38.9	121376	942219
15	Locked	38.6	119512	942228
16	Locked	38.6	120437	946984
17	Locked	38.9	118640	952770
18	Locked	38.9	117010	937969
19	Locked	38.9	117912	948572
20	Locked	38.9	111203	1117690
21	Locked	38.6	185111	1127493
22	Locked	38.6	199936	1132400
23	Locked	38.6	210653	1191246
24	Locked	38.9	213613	1189375

Upstream:

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

1	23600088	40	5120	64 qam	11
2	43100000	40.5	5120	64 qam	6
3	49600000	41	5120	64 qam	5
4	36600000	40.3	5120	64 qam	7
5	30100000	40	5120	64 qam	8

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	80	0
3	ATDMA	0	0	98	0
4	ATDMA	0	0	79	0
5	ATDMA	0	0	87	0

[hagmish]

Thanks. Here's the link

[IPFreely]

Your line is awful. You need a technician to eliminate issues on your drop. You've serious signal issues in both directions and they appear to only be impacting you. 

[hagmish]

Thanks for your thoughts on this - yes definitely got a problem here. How do I book a VM engineer?

[hagmish]

yes this is what mine looks like as of this morning: 

[hagmish]

here is my BQM report showing what I think is a definite issue with my line to the house.