Hub 3.0 issues - Sync failure, RCS Partial service

[nightfrog]

Hi, 

Since yesterday, my connection drops, is slow (max 50Mbps instead of usual 200Mbps) and unreliable.

I have performed a soft and factory reset after checking cables/connectors but things haven't improved. I've been unable to run the Virgin Diagnostics check as it just hangs (been spinning for over 30mns now)

BQM: https://www.thinkbroadband.com/broadband/monitoring/quality/share/99de1319701fe7d348edcf26bf0f6e7c2e... 

Router Status screenshots after reset:

Please help! 😕

Thanks.

[Anonymous]

You seem to be missing some downstream channels on the hub 3 stats. You have high PostRS Errors, upstream power is peaking over spec and upstream Modulation is erratic. BQM is an interesting mix across the day with high packet loss and latency at peak times.

Call the local issues line on 0800 561 0061 as well as checking the online version in the menu above right. Have one more check of those cables and connections. 

[nightfrog]

Thanks for your response!

Updated with all Downstream channels:

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	139000000	3.9	38	256 qam	1
2	147000000	4.1	38	256 qam	2
3	155000000	3.5	38	256 qam	3
4	163000000	3.7	38	256 qam	4
5	171000000	3.5	38	256 qam	5
6	179000000	3.4	38	256 qam	6
7	187000000	3.5	38	256 qam	7
8	195000000	3.2	38	256 qam	8
9	203000000	3	38	256 qam	9
10	211000000	2.5	38	256 qam	10
11	219000000	2.7	37	256 qam	11
12	227000000	1.9	38	256 qam	12
13	235000000	1.9	38	256 qam	13
14	243000000	1.9	38	256 qam	14
15	251000000	1.2	38	256 qam	15
16	259000000	1.2	38	256 qam	16
17	267000000	1.4	38	256 qam	17
18	275000000	1.2	38	256 qam	18
19	283000000	2	38	256 qam	19
20	291000000	2.2	38	256 qam	20
21	299000000	2	38	256 qam	21
22	307000000	2.2	38	256 qam	22
23	315000000	2.5	38	256 qam	23
24	323000000	2.5	38	256 qam	24

Downstream bonded channels

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

1	Locked	37.6	75829	118536
2	Locked	38.6	126322	21679
3	Locked	38.9	56653	104041
4	Locked	38.9	42063	125093
5	Locked	38.9	16944	6681
6	Locked	38.9	45283	88056
7	Locked	38.9	58637	67282
8	Locked	38.9	501	0
9	Locked	38.9	576	0
10	Locked	38.9	539	0
11	Locked	37.3	648	0
12	Locked	38.9	1007	0
13	Locked	38.6	1246	0
14	Locked	38.6	2235	0
15	Locked	38.9	1661	2
16	Locked	38.6	2575	38
17	Locked	38.6	814	62
18	Locked	38.6	1520	13
19	Locked	38.6	2019	0
20	Locked	38.6	1571	0
21	Locked	38.6	188	0
22	Locked	38.6	18	0
23	Locked	38.9	11	0
24	Locked	38.6	6	0

Network Log

Time Priority Description

23/06/2022 13:21:11	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2022 13:21:3	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2022 13:20:39	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2022 13:17:17	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2022 13:17:6	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2022 11:24:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2022 11:24:53	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2022 11:20:29	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2022 11:20:19	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2022 11:19:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2022 11:19:39	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2022 11:19:26	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2022 11:19:15	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2022 11:18:32	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2022 11:18:31	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2022 11:18:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2022 11:18:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2022 11:18:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2022 11:18:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2022 11:18:28	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Issues in the area only seem to be for TV (on link top right) but the BB diagnostic doesn't work for me as it just spins endlessly.

Cables all fine from outside to pc via hub, also tried different ethernet cable. 

[Gareth_L]

Hello nightfrog.

Thanks for your post. 

Sorry you have had a few issues recently. 

I have checked the levels and signal for the Hub from here and we will need to get an engineer out.

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