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Intermittent connection - SYNC Timing Synchronization failure & RCS Partial Service

DenisC
Tuning in

on ‎20-07-2021 17:21

Hi community,

I am on my end of any solutions here. 

My internet started to keep drop in the last 2 months, it worked smoothly before and without any loss. I am experiencing everyday drops ( working from home/ losing my connection) also gaming and kicked out from the sever at different times of the day

I tried already to check cabling, restarted the router several times, factory reset. I thought it was probably that I've got around 15 wireless devices connected to my HUB 3.0 and it cannot keep it up, but this was not the case, because I bought a Netgear Nighthawk XR1000 , placed the HUB 3.0 into modem mode, and it still happening ... I am at the edge of my powers in here as I don't know what to do anymore. Called VirginMedia several times, eChat aslo...begging for an engineer visit, but I was just told that "no issues found in your area" etc . 

I placed back the HUB 3.0 in router mode so I could create a monitor via thinkbroadband so I could share with you.

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/92791dc558519af57bfa0e5a00446380ff...

 

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/92791dc558519af57bfa0e5a00446380ff4cf312"><img alt="My Broadband Ping - Virgin Media Denis" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/92791dc558519af57bfa0e5a00446380ff4cf312.png" /></a>

 

Also I will paste here the logs from the Virgin Media 3.0HUB.

 

TimePriorityDescription20/07/2021 15:58:51noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;20/07/2021 09:59:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;20/07/2021 09:59:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;19/07/2021 19:28:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;19/07/2021 19:28:23criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;19/07/2021 03:17:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;19/07/2021 02:56:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;19/07/2021 02:56:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;19/07/2021 01:11:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2021 22:48:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2021 22:35:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2021 22:08:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2021 21:25:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2021 21:15:3Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2021 21:05:38criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2021 20:53:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2021 20:52:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2021 20:25:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2021 20:24:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/07/2021 20:20:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Help me get an engineer site visit please!

I will post Upstream and Downstream levels in the next post as it says I reached 20 000 characters for now

 

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41 REPLIES 41

DenisC
Tuning in

on ‎20-07-2021 17:23

Downstream bonded channels

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

13230000002.937256 qam24
22030000004.837256 qam9
32110000004.537256 qam10
42190000004.137256 qam11
52270000003.936256 qam12
62350000002.936256 qam13
72430000002.536256 qam14
8251000000337256 qam15
92590000003.437256 qam16
102670000003.437256 qam17
112750000003.237256 qam18
12283000000337256 qam19
13291000000337256 qam20
14299000000336256 qam21
15307000000337256 qam22
163150000002.937256 qam23
173310000003.237256 qam25
183710000001.737256 qam26
193790000001.737256 qam27
203870000001.737256 qam28
213950000001.937256 qam29
224030000001.737256 qam30
234110000001.737256 qam31
244190000001.537256 qam32



Downstream bonded channels

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

1Locked37.61911812244
2Locked37.34673417960
3Locked37.34867516739
4Locked37.34833216904
5Locked36.64628615990
6Locked36.64659215642
7Locked37.33765014673
8Locked37.32939314127
9Locked37.32805814375
10Locked37.33327913573
11Locked37.32893313752
12Locked37.62049713198
13Locked37.61869212699
14Locked36.61742312810
15Locked37.31586711857
16Locked37.31686612057
17Locked37.31287112209
18Locked37.31085811322
19Locked37.31094111101
20Locked37.3867610297
21Locked37.679219971
22Locked37.6751610874
23Locked37.3741110164
24Locked37.6719310381
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DenisC
Tuning in
In response to DenisC

on ‎20-07-2021 17:24

Upstream bonded channels

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

15370000046512064 qam7
24620008345.3512064 qam8
33939986445512064 qam9
43260000044.8512064 qam10



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0010
3ATDMA0010
4ATDMA0000
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lotharmat
Community elder
In response to DenisC

on ‎20-07-2021 19:23

Downstream power levels look spread too wide particularly 17 and 18 -

I'd say that you'd need a tech visit to get this sorted! Hang tight for forum staff to pick this up!

You can see the drops on the BQM too!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

DenisC
Tuning in
In response to DenisC

‎22-07-2021 10:49 - edited ‎22-07-2021 10:52

I catched also live today via ping in CMD when my connection drops

 

Reply from 8.8.8.8: bytes=32 time=12ms TTL=117
Reply from 8.8.8.8: bytes=32 time=12ms TTL=117
Reply from 8.8.8.8: bytes=32 time=11ms TTL=117
Reply from 8.8.8.8: bytes=32 time=11ms TTL=117
Reply from 8.8.8.8: bytes=32 time=12ms TTL=117
Reply from 8.8.8.8: bytes=32 time=12ms TTL=117
Reply from 8.8.8.8: bytes=32 time=11ms TTL=117
Reply from 8.8.8.8: bytes=32 time=20ms TTL=117
Reply from 8.8.8.8: bytes=32 time=15ms TTL=117
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 8.8.8.8: bytes=32 time=41ms TTL=117
Reply from 8.8.8.8: bytes=32 time=40ms TTL=117
Reply from 8.8.8.8: bytes=32 time=40ms TTL=117
Reply from 8.8.8.8: bytes=32 time=35ms TTL=117
Reply from 8.8.8.8: bytes=32 time=49ms TTL=117
Reply from 8.8.8.8: bytes=32 time=21ms TTL=117
Reply from 8.8.8.8: bytes=32 time=104ms TTL=117
Reply from 8.8.8.8: bytes=32 time=111ms TTL=117
Reply from 8.8.8.8: bytes=32 time=44ms TTL=117
Reply from 8.8.8.8: bytes=32 time=15ms TTL=117
Reply from 8.8.8.8: bytes=32 time=202ms TTL=117
Reply from 8.8.8.8: bytes=32 time=23ms TTL=117
Reply from 8.8.8.8: bytes=32 time=81ms TTL=117
Reply from 8.8.8.8: bytes=32 time=54ms TTL=117
Reply from 8.8.8.8: bytes=32 time=35ms TTL=117
Reply from 8.8.8.8: bytes=32 time=43ms TTL=117
Reply from 8.8.8.8: bytes=32 time=26ms TTL=117
Reply from 8.8.8.8: bytes=32 time=98ms TTL=117
Reply from 8.8.8.8: bytes=32 time=40ms TTL=117
Reply from 8.8.8.8: bytes=32 time=99ms TTL=117
Reply from 8.8.8.8: bytes=32 time=19ms TTL=117
Reply from 8.8.8.8: bytes=32 time=70ms TTL=117
Reply from 8.8.8.8: bytes=32 time=39ms TTL=117
Reply from 8.8.8.8: bytes=32 time=191ms TTL=117
Reply from 8.8.8.8: bytes=32 time=11ms TTL=117
Reply from 8.8.8.8: bytes=32 time=11ms TTL=117
Reply from 8.8.8.8: bytes=32 time=12ms TTL=117
Reply from 8.8.8.8: bytes=32 time=16ms TTL=117
Reply from 8.8.8.8: bytes=32 time=19ms TTL=117
Reply from 8.8.8.8: bytes=32 time=135ms TTL=117

 

You can see this also on the monitor graph at same time 😞

Any help from VM staff, please? This still drops daily

I added the Live graph here:

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/92791dc558519af57bfa0e5a00446380ff4cf312
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Alex_RM
Forum Team
Forum Team
In response to DenisC

on ‎22-07-2021 17:34

Hi DenisC,

 

Thanks for posting and welcome to our community 🙂

 

I'm sorry to hear you've had some issues with your connection, 

 

I've been able to locate your account using your forum details, I've been through a few checks and it looks like an engineer is needed. Before I can arrange this I'll need to confirm a few details from you.

 

I've sent you a private message for this (purple envelope, top right hand corner)

 

Alex_Rm

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Alex_RM
Forum Team
Forum Team
In response to DenisC

on ‎22-07-2021 18:22

Thank you for sending those details over via private message 🙂

 

I've arranged the earliest engineer appointment for you, you can view the time and date of your appointment via your online account here

 

Alex_Rm

DenisC
Tuning in
In response to Alex_RM

on ‎03-08-2021 18:13

Hi all again,

Many thanks to Alex_RM who booked engineer visit. 

Enginner came in on 27th July and changed my router with a new one, changed cabling, changed something from outside street cabinet (not remembered what), literally he changed everything that was hardware related.

I have monitored carefully in the last days the connection, but I've got same problems

Please see BQM monitor:

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/16d15401f278c65017753c57fb7cbbae19fc3f35]My Broadband Ping[/url]

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/16d15401f278c65017753c57fb7cbbae19...

 

I will paste logs from the VM hub in the next post

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DenisC
Tuning in
In response to Alex_RM

on ‎03-08-2021 18:20

Engineer came in on 27th of July. He changed VM hub 3.0 with a new one, cabling, something from outside street cabinet ( not remember what), literally all hardware related was replaced.

Issue still persists, I am sure that is a problem with the line most probably

 

BQM monitor:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/16d15401f278c65017753c57fb7cbbae19fc3f35

 

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DenisC
Tuning in
In response to DenisC

on ‎03-08-2021 18:21

03/08/2021 16:35:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2021 16:34:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2021 16:34:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2021 16:34:5criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2021 16:34:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

 

 

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