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fra1
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Frequent disconnections. Sync Timing and RCS partial service errors

Hello,

Over the past few months I've been having frequent disconnections which is now affecting my work in a big way as I permanently work from home.

This affects both wired and wireless connected devices, as you can see from the ThinkBroadband graph there are frequent disconnections throughout the day.

It's worth noting that when we had VM installed (roughly September 2020), the engineer "piggy-backed" off the neighbours connection pulling a cable from their grey box - A complaint was raised and after chasing dozens of times this was never resolved. VM promised to run a new line (the line coming down our drive was damaged), however nearly 2 years later we still haven't had this resolved by VM either.

We're currently out of contract and are at the point where if we can't have these issues resolved, we'll unfortunately have to move to another ISP that can provide a stable service.

Package - M100 Fibre (Broadband only)

Device - Hub 3.0

The amount of connected devices is relatively low and there's never more than 2 (max) devices ever using the Broadband at a given time.

Is someone able to help us resolve these issues please?

 

Errors - SYNC Timing Synchronization failures and RCS Partial Service errors (see below).

Troubleshooting completed so far;

  • Checked all connections are hand tight
  • Rebooted Hub 3 (many times)
  • Factory reset Hub 3
  • Checked service status each time a disconnect happens - There aren't any issues in your area

ThinkBroadband live graph;

My Broadband Ping - Virgin Broadband

Link - https://www.thinkbroadband.com/broadband/monitoring/quality/share/ff1ca0f446d9c775a68d83011d88cd5fe7... 

Hub 3 logs;

Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz)
474250000
Locked
Ranged Upstream Channel (Hz)
46200000
Locked
Provisioning State
Online
 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1474250000238256 qam15
2362250000538256 qam1
33702500005.338256 qam2
43782500005.438256 qam3
5386250000540256 qam4
63942500004.638256 qam5
74022500004.538256 qam6
84102500004.638256 qam7
94182500004.338256 qam8
104262500003.738256 qam9
114342500003.738256 qam10
124422500004.138256 qam11
134502500004.138256 qam12
144582500003.438256 qam13
15466250000238256 qam14
164822500003.538256 qam16
174902500004.538256 qam17
184982500004.640256 qam18
195062500004.840256 qam19
205142500005.138256 qam20
215222500005.338256 qam21
225302500005.140256 qam22
235382500004.840256 qam23
24546250000540256 qam24


Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.913900133042
2Locked38.919445134436
3Locked38.917317147853
4Locked38.617718152787
5Locked40.314137158905
6Locked38.913493159471
7Locked38.914694158781
8Locked38.914522155364
9Locked38.917221150893
10Locked38.915057150549
11Locked38.913738149483
12Locked38.912936149606
13Locked38.912752145455
14Locked38.613724141165
15Locked38.613623136910
16Locked38.613402136401
17Locked38.611508137560
18Locked40.310715140379
19Locked40.311785138404
20Locked38.911270134651
21Locked38.911024136671
22Locked40.310887135148
23Locked40.911505135961
24Locked40.310379131159

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
14620000043.8512064 qam1
23940000044512064 qam2
33260000044.8512064 qam3
42580000045.3512064 qam4
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fra1
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Re: Frequent disconnections. Sync Timing and RCS partial service errors

Continued Hub 3 logs;

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0010
3ATDMA0000
4ATDMA0000

Time Priority Description

04/07/2022 10:56:30noticeLAN login Success;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
04/07/2022 10:48:52Warning!RCS Partial Service;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
04/07/2022 10:48:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
04/07/2022 10:48:34Warning!RCS Partial Service;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
04/07/2022 10:48:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
04/07/2022 10:48:32Warning!RCS Partial Service;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
04/07/2022 10:48:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
04/07/2022 10:48:26Warning!RCS Partial Service;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
04/07/2022 10:48:26criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
04/07/2022 10:48:23Warning!RCS Partial Service;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
04/07/2022 10:48:23criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
04/07/2022 10:47:22Warning!RCS Partial Service;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
04/07/2022 10:47:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
04/07/2022 10:45:46Warning!RCS Partial Service;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
04/07/2022 10:45:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
04/07/2022 10:38:43Warning!RCS Partial Service;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
04/07/2022 10:38:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
04/07/2022 10:36:33Warning!RCS Partial Service;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
04/07/2022 10:36:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
04/07/2022 10:36:33Warning!RCS Partial Service;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
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fra1
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Re: Frequent disconnections. Sync Timing and RCS partial service errors

Does anyone have any insight into the above issue?

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Gareth_L
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Re: Frequent disconnections. Sync Timing and RCS partial service errors

Hello fra1
Thanks for your first post and welcome to our Community.
Sorry to hear you are having an issue with internet connection. 
Id like to take a look into this for you.
If you don't mind, I will need to send you a private message to pass security. 
If you can check the purple envelope top right of your screen that would be great. 
Regards     
Gareth_L

Gareth_L
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Message 5 of 20
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Re: Frequent disconnections. Sync Timing and RCS partial service errors

Thankyou fra1 for those details.

I have checked the Hub today and the up and downstream levels were just out of the range we require.

This may need a Technician to attend. 

Can you please reboot the hub so I can check the levels again from here again.

Then if needed we can arrange an appointment to pop out.

Gareth_L

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fra1
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Message 6 of 20
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Re: Frequent disconnections. Sync Timing and RCS partial service errors

Thank you for the follow-up Gareth_L, have just rebooted the Hub which should hopefully reflect in the BQM graph shortly.

If any more Hub logs are needed just let me know.

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Carley_S
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Re: Frequent disconnections. Sync Timing and RCS partial service errors

Hi fra1

Thank you very much for rebooting the router. Everything looks good at our side now with the power levels after that reboot. Hoping everything is now good at your side. Your BQM does still show spikes, can you confirm if your were running any speed tests or doing anything with the router at these times or were these part of the connection issue?

Carley - Forum Team


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GaiaWilds
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Message 8 of 20
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Re: Frequent disconnections. Sync Timing and RCS partial service errors

Apologies in advance to the OP for piggybacking on this post but this is also an issue I'm currently facing. Is there a known fix? Our router has been restarted throughout the day and still no improvement

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fra1
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Message 9 of 20
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Re: Frequent disconnections. Sync Timing and RCS partial service errors

Hi Carley_S,

Unfortunately there haven't been any speed tests performed or anything that would saturate the line.

Since restarting the router the connection issues have been the same as before and fairly frequent, they appear to tie up to the timings in the BQM very well from my side.

Would you be able to take another look from your side please?

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Nathan_B
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Re: Frequent disconnections. Sync Timing and RCS partial service errors

Thanks for checking this @fra1, I think it would be best to go through some further diagnostics.

To do this I am going to send you a PM to confirm your details.

Regards

Nathan

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