Intermittent Internet - Criticals and Warnings

[Batos2000]

Hi there!

Cardiff based Virgin Customer 

Similar to a few people I have read on here I am having massive trouble with the intermittent Internet issue, thought it was my network so tried resetting and rebooting all that then when interrogating the hub I saw the error logs on the Super Hub 3. I have tried reboots etc 

Critical and warnings every few mins. I have posted the text below but was advised to blank out the MAC addresses.

critical SYNC Timing Synchronisation failure and Warning RCS Partial Service.

It was working great but has now been unusable for well over a week, I work from home and need to get to the bottom of this ASAP please. 

Cheers! 

text of hub log below:

04/08/2021 21:07:38	notice	LAN login Success;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 21:03:53	Warning!	RCS Partial Service;CM-MAC=xxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 21:03:34	Warning!	Lost MDD Timeout;CM-MAC=xxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 21:03:33	Warning!	RCS Partial Service;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 21:03:33	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 21:02:37	Warning!	RCS Partial Service;CM-MAC=xxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 21:01:58	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 21:01:43	Warning!	RCS Partial Service;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 21:01:43	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
04/08/2021 21:00:10	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 21:00:9	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0

[Batos2000]

Similar to a few people I have read on here I am having massive trouble with the intermittent Internet issue, thought it was my network so tried resetting and rebooting all that then when interrogating the hub I saw the error logs on the Super Hub 3. I have tried reboots etc 

Critical and warnings every few mins. I have posted the text below but was advised to blank out the MAC addresses.

critical SYNC Timing Synchronisation failure and Warning RCS Partial Service.

It was working great but has now been unusable for well over a week, I work from home and need to get to the bottom of this ASAP please. 

Cheers! 

text of hub log below:

04/08/2021 21:07:38	notice	LAN login Success;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 21:03:53	Warning!	RCS Partial Service;CM-MAC=xxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 21:03:34	Warning!	Lost MDD Timeout;CM-MAC=xxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 21:03:33	Warning!	RCS Partial Service;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 21:03:33	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 21:02:37	Warning!	RCS Partial Service;CM-MAC=xxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 21:01:58	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 21:01:43	Warning!	RCS Partial Service;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 21:01:43	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
04/08/2021 21:00:10	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 21:00:9	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0

[-tony-]

log into hub3 - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labelled - upstream - downstream

if its an earlier hub button is top right

[Batos2000]

Hi Tony 

see below downstream and upstream figures covering the same period

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	203000000	6.9	40	256 qam	9
2	211000000	6.5	40	256 qam	10
3	219000000	6.4	40	256 qam	11
4	227000000	6.1	40	256 qam	12
5	235000000	5.9	40	256 qam	13
6	243000000	5.8	40	256 qam	14
7	251000000	6	40	256 qam	15
8	259000000	6	40	256 qam	16
9	267000000	6	40	256 qam	17
10	275000000	6	40	256 qam	18
11	283000000	6	40	256 qam	19
12	291000000	6	40	256 qam	20
13	299000000	6	40	256 qam	21
14	307000000	6	40	256 qam	22
15	315000000	6.1	40	256 qam	23
16	323000000	6.1	40	256 qam	24
17	331000000	6.3	40	256 qam	25
18	371000000	5	40	256 qam	26
19	379000000	5	40	256 qam	27
20	387000000	4.8	40	256 qam	28
21	395000000	4.8	40	256 qam	29
22	403000000	4.8	40	256 qam	30
23	411000000	5	40	256 qam	31
24	419000000	4.9	40	256 qam	32

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.9	492	6571
2	Locked	40.3	521	5784
3	Locked	40.3	512	6428
4	Locked	40.3	466	7813
5	Locked	40.3	508	7072
6	Locked	40.3	487	7011
7	Locked	40.9	534	6495
8	Locked	40.3	537	7271
9	Locked	40.3	485	6952
10	Locked	40.3	496	6937
11	Locked	40.3	503	6696
12	Locked	40.3	488	6721
13	Locked	40.3	564	6874
14	Locked	40.3	588	7144
15	Locked	40.3	521	6793
16	Locked	40.3	471	6596
17	Locked	40.9	486	6862
18	Locked	40.3	510	6772
19	Locked	40.3	508	7164
20	Locked	40.3	451	6615
21	Locked	40.3	542	7623
22	Locked	40.3	431	7490
23	Locked	40.3	466	6291
24	Locked	40.3	486	7509

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	32600000	43.5	5120	64 qam	5
2	46200000	45	5120	64 qam	3
3	39400000	44	5120	64 qam	4
4	53700000	45	5120	64 qam	2

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

Thanks

[Batos2000]

Hi, any updates please

thanks

[-tony-]

levels are generally good - some noise on the line [maybe] do a restart to zero the pre and post rs errors and see if they rise again 

how is it unusable at times - wired or wifi

[Batos2000]

It’s wifi and wired, the connection drops out constantly, every few mins, then it comes back for a min or two then off again, speed tests performed while it’s on show a good strength but 2 mins later there is nothing again, actually dropped out while typing this reply so this is the 2nd time I have typed this 😞 

what’s the best advise to fix this, the customer service line just say reboot/reset and wait 24 h which I have now done a hat full of time. How do I get to talk to someone who will actually do something??

thanks

[John_GS]

Hi Batos2000.

Thanks for posting and welcome to the community. My apologies for the broadband issues.

I've ran a check here and it says the following; 

There is a very short term connectivity issue which may cause intermittent or performance related issues with the customer's connection.

We believe that the issue is only impacting their connection but it'll only be a very short term issue and their connection will return to normal very soon. It further asks me to get you to check all the white cables are connected securely to the Hub, any TV boxes, splitters and the wall socket.

Best,