Intermittent Connection RCS Partial Service and SYNC Timing Synchronization failure

[FazilKing]

Hi, 

Our internet has been dropping out multiple times a day when using ethernet and Wi-Fi. 

The drops usually last less than 1 minute but can range up to 2 or 3 mins. 

We've tried rebooting the router and checked router cables. 

I'd appreciate any assistance. 

THINKBROADBAND

Live: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/7fc3105b4d13e9644af6479e467b6cbfd8...

21/07/22:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/83b636442bf88222d93113a79e16e2502dbb127d-21-07-2022

20/07/22:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/7bbe080f4edcdf7b2df9a761c75d4ce142d9f914-20-07-2022

19/07/22:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8d1921f0ce1f9ce8dd6e2b23144d4239506950f5-19-07-2022

NETWORK LOG

21/07/2022 15:26:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 
21/07/2022 15:25:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2022 15:03:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2022 15:03:24criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2022 15:03:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2022 15:03:15criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2022 15:01:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2022 15:01:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2022 14:58:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2022 14:58:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2022 14:58:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2022 14:57:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2022 14:57:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2022 14:57:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2022 14:56:3Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2022 14:56:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2022 14:55:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2022 14:54:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2022 14:53:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2022 14:53:24criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[FazilKing]

DOWNSTREAM BONDED CHANNELS

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

1	235000000	3.4	40	256 qam	13
2	243000000	3	40	256 qam	14
3	251000000	3.2	40	256 qam	15
4	259000000	3.9	40	256 qam	16
5	267000000	4	40	256 qam	17
6	275000000	4	40	256 qam	18
7	283000000	3.9	40	256 qam	19
8	291000000	3.9	40	256 qam	20
9	299000000	4.1	40	256 qam	21
10	307000000	4.1	40	256 qam	22
11	315000000	4.4	40	256 qam	23
12	323000000	4.3	40	256 qam	24
13	331000000	4.1	40	256 qam	25
14	339000000	3.9	40	256 qam	26
15	347000000	3.5	40	256 qam	27
16	355000000	3.2	40	256 qam	28
17	363000000	3.4	40	256 qam	29
18	371000000	3.2	40	256 qam	30
19	379000000	3.2	40	256 qam	31
20	387000000	2.9	40	256 qam	32
21	395000000	2.9	40	256 qam	34
22	403000000	3	40	256 qam	35
23	411000000	2.7	40	256 qam	36
24	419000000	2.5	40	256 qam	37

Downstream bonded channels

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

1	Locked	40.9	1053284	1032805
2	Locked	40.3	1003035	1001322
3	Locked	40.3	936450	950410
4	Locked	40.9	895278	898381
5	Locked	40.9	899268	886672
6	Locked	40.3	861039	843499
7	Locked	40.9	812993	817738
8	Locked	40.3	781731	783700
9	Locked	40.3	769420	749145
10	Locked	40.3	734254	726821
11	Locked	40.3	713320	700652
12	Locked	40.3	700944	690200
13	Locked	40.9	661040	649281
14	Locked	40.3	644047	612944
15	Locked	40.3	620845	609795
16	Locked	40.3	611179	601545
17	Locked	40.3	582118	587160
18	Locked	40.3	571274	543784
19	Locked	40.3	552082	538684
20	Locked	40.9	524153	511553
21	Locked	40.3	504019	519018
22	Locked	40.3	479990	501913
23	Locked	40.3	464988	468458
24	Locked	40.3	450957	472105

[FazilKing]

UPSTREAM BONDED CHANNELS

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

1	60300000	46.5	5120	64 qam	1
2	53700000	46	5120	64 qam	2
3	39400000	45.8	5120	64 qam	4
4	46200000	45.8	5120	64 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	15	0
2	ATDMA	0	0	21	0
3	ATDMA	0	0	18	0
4	ATDMA	0	0	41	0

[jbrennand]

BQM looks poor. Are you in modem or router mode? What devices are connected to the Hub on ethernet cables ? Also, Can you start from a clean error sheet
_________________________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.

[FazilKing]

Hi,

Thanks for sending this over. 

I carried these steps out a few days ago after seeing this reply to a similar post. I set up the broadband monitor then and haven’t touched anything else since.

Router is in router mode. 

Devices: 2 x TVs, 1 x PC, 1 x Game console, 1 x Network switch 

[jbrennand]

See this
_______

There is one other option, there have been several threads on here recently where similar BQM latency problems were eventually pinned down to a dodgy piece of connected kit. Bad connectors on ethernet cables and faulty network switches being high on the list of suspects

What I advised was... if you run the BQM for 24h to get a picture of the issues (you have done this) - and then unplug all the ethernet cable connections from the Hub and just let it run - overnight is best - then in the morning look at the BQM and see if it has cleaned up. If it has - plug the devices back in one at a time for an hour or two until the problem reappears and that should indicate where to look for what is causing the issues

Examples.

See message 12 in the first and 13 in the second.

https://community.virginmedia.com/t5/Networking-and-WiFi/Internet-connection-dropping/td-p/4781287/p...

https://community.virginmedia.com/t5/Networking-and-WiFi/Intermittent-Connection/td-p/5069984/page/2

[FazilKing]

Beautiful thanks, I’ll give that a go. 

[FazilKing]

Hi, 

Thanks for sending the previous info over and apologies for the delay.

All ethernet devices have now been unplugged for the past 24hrs but still getting drops:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/403b434979c6fb57e83038fa869c7ec743...

I'm guessing a ticket will need to be logged for a Virgin engineer to take a look at this. 

I'm not the account holder for this connection, does anyone know if I'd still be able to raise one on behalf of them? 

Many thanks. 

[jbrennand]

What are the stats like now after you reset the error counts to 0?

[FazilKing]

Hi, 

I've attached them below:

Downstream bonded channels

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

1	Locked	40.3	472736	297004
2	Locked	40.3	435379	282035
3	Locked	40.3	413296	270532
4	Locked	40.3	391184	255505
5	Locked	40.3	377876	249524
6	Locked	40.9	363705	235051
7	Locked	40.3	341977	229692
8	Locked	40.3	325712	225514
9	Locked	40.3	312125	211633
10	Locked	40.9	293623	211340
11	Locked	40.3	286206	197534
12	Locked	40.3	277268	197056
13	Locked	40.3	257493	186034
14	Locked	40.3	250120	178171
15	Locked	40.3	238235	178198
16	Locked	40.3	230869	178809
17	Locked	40.3	216957	171704
18	Locked	40.3	209850	161588
19	Locked	40.3	202867	158345
20	Locked	40.3	192555	153138
21	Locked	40.3	184759	157612
22	Locked	40.9	174264	155048
23	Locked	40.3	167421	141005
24	Locked	40.9	159929	141984