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abcdefghi
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Frequent service drop outs. RCS Partial Service, Timing Synchronization Failure.

Hi - first time post here after trying customer service phone help several times.  Any help appreciated!

For over a year, our Virgin broadband has been intermittently dropping out. The Wifi works perfectly (we’ve tested this), it's the internet service itself that goes. It used to happen a couple times an hour but now more frequently, often every few minutes. We basically rely on our 4G phone hotspots.

We can see several errors showing up on the router network log every few minutes - full details posted at end.

  • SYNC Timing Synchronization failure - Loss of Sync
  • RCS Partial Service
  • No Ranging Response received - T3 time-out
  • also seen “Lost MDD Timeout” errors frequently
  • Plus millions of Pre RS Errors and Post RS Errors on most of the Downstream Channels

Based on research on this forum I would guess it's faulty wiring outside our building - between the street and entering our flat, the internet cable runs through three separate metal coaxial cable splitters which are exposed to the elements and look pretty rusty and worn. Unfortunately as we are in a block of flats the cables are not reachable without a ladder.

Tried three times to get Virgin to send an engineer but so far they’ve made us reboot the router, said it was a temporary service fault in the area, or said they resolved it remotely but each time nothing was fixed… 

 

Network Log

Time

Priority

be Description

04/01/2022 21:16:6

Warning!

RCS Partial Service;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

04/01/2022 21:15:44

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

04/01/2022 21:15:41

Warning!

RCS Partial Service;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

04/01/2022 21:10:23

critical

No Ranging Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

04/01/2022 20:51:22

Warning!

RCS Partial Service;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

04/01/2022 20:50:50

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

04/01/2022 20:36:10

Warning!

RCS Partial Service;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

04/01/2022 20:35:53

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

04/01/2022 20:06:16

Warning!

RCS Partial Service;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

04/01/2022 20:05:44

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

04/01/2022 20:05:43

Warning!

RCS Partial Service;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

04/01/2022 20:05:43

critical

No Ranging Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

04/01/2022 19:50:18

Warning!

RCS Partial Service;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

04/01/2022 19:49:25

critical

No Ranging Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

04/01/2022 19:44:39

Warning!

RCS Partial Service;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

04/01/2022 19:44:13

critical

No Ranging Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

04/01/2022 19:25:49

Warning!

RCS Partial Service;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

04/01/2022 19:25:46

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

04/01/2022 18:59:12

Warning!

RCS Partial Service;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

04/01/2022 18:59:0

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

 

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abcdefghi
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Re: Frequent service drop outs. RCS Partial Service, Timing Synchronization Failure.

Here is the Downstream channel information with RS Errors

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

40.3

3017564

5397649

2

Locked

40.3

4699480

100823

3

Locked

40.9

6005427

5283857

4

Locked

40.3

4047197

8319549

5

Locked

40.9

343062

254750

6

Locked

40.9

4627878

5698004

7

Locked

40.9

5349510

4006103

8

Locked

40.9

428727

3

9

Locked

40.3

4593

0

10

Locked

40.3

7701

4

11

Locked

40.3

6358

2

12

Locked

40.9

70850

7

13

Locked

40.9

57048

11

14

Locked

40.3

13834

3

15

Locked

40.9

11100

61

16

Locked

40.9

11328

18

17

Locked

40.9

997861

43

18

Locked

40.3

40446

11

19

Locked

40.9

97776

31

20

Locked

40.9

81591

1

21

Locked

40.9

135353

0

22

Locked

40.9

7930

0

23

Locked

40.3

22

0

24

Locked

40.3

14

0

 



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abcdefghi
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Re: Frequent service drop outs. RCS Partial Service, Timing Synchronization Failure.

Here is the Upstream Channel info 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

46200000

50.3

5120

64 qam

7

2

53700019

50.5

5120

64 qam

6

3

60300000

50.8

5120

64 qam

5

4

39400020

50.3

5120

64 qam

8

 

 

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

8

0

2

ATDMA

0

0

8

0

3

ATDMA

0

0

2

0

4

ATDMA

0

0

5

0

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Tudor
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Re: Frequent service drop outs. RCS Partial Service, Timing Synchronization Failure.

Upstream power levels too high and lots of errors. You probably need a technician’s visit to rectify. 

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page http://www.virginmedia.com/servicechecker

If no faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait a day or two for a VM staff member to get to your post.


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
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Ashleigh_C
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Re: Frequent service drop outs. RCS Partial Service, Timing Synchronization Failure.

Hi there @abcdefghi

 

Thank you for your post and I am so sorry to hear that you are facing these issues with your service.

 

I have checked your Hub on our side and it does all appear to be in spec at the moment.

 

Are you able to repost your Hub logs for us? 

 

Are you also able to set up a BQM and leave this running for 48 hours then link us to it? 

 

Thank you

Ash_C
Forum Team



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