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Criticial Warning: RCS Partial Service - Please help!

hagmish
Tuning in

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

 

13 REPLIES 13

Client62
Hero

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

g0akc
Problem sorter

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

------------------------------------------------------------------------------------------------------------------------------
I know a bit about Wi-Fi, Telecoms, and TV as I used to do it for a living but I'm not perfect so don't beat me up... If you make things you make mistakes!

Tudor
Very Insightful Person
Very Insightful Person

Also 

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


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

Sure here you go:

Downstream bonded channels

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

1Locked35.71065941095452
2Locked35.71157651096193
3Locked35.71167231115739
4Locked36.31146121135374
5Locked36.61156991153149
6Locked36.61178661166769
7Locked37.61108841138462
8Locked37.61109941137270
9Locked37.6116198967921
10Locked38.6119054968357
11Locked38.6119096974210
12Locked38.6116257971575
13Locked38.9117544943543
14Locked38.9121376942219
15Locked38.6119512942228
16Locked38.6120437946984
17Locked38.9118640952770
18Locked38.9117010937969
19Locked38.9117912948572
20Locked38.91112031117690
21Locked38.61851111127493
22Locked38.61999361132400
23Locked38.62106531191246
24Locked38.92136131189375

 

Upstream:

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

12360008840512064 qam11
24310000040.5512064 qam6
34960000041512064 qam5
43660000040.3512064 qam7
53010000040512064 qam8



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA00800
3ATDMA00980
4ATDMA00790
5ATDMA00870

 

Thanks. Here's the link

 

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. 

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

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

 

hagmish_1-1685091422083.png

 

 

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

Capture.JPG