Intermittent connection - SYNC Timing Synchronization failure & RCS Partial Service

[DenisC]

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

[DenisC]

Downstream bonded channels

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

1	203000000	4.9	38	256 qam	9
2	139000000	5.5	38	256 qam	1
3	147000000	5.8	38	256 qam	2
4	155000000	5.8	38	256 qam	3
5	163000000	5.6	38	256 qam	4
6	171000000	5.5	38	256 qam	5
7	179000000	5.4	38	256 qam	6
8	187000000	5.4	38	256 qam	7
9	195000000	5.1	38	256 qam	8
10	211000000	4.6	38	256 qam	10
11	219000000	4.3	38	256 qam	11
12	227000000	3.9	38	256 qam	12
13	235000000	3.2	38	256 qam	13
14	243000000	2.7	38	256 qam	14
15	251000000	3.2	38	256 qam	15
16	259000000	3.5	38	256 qam	16
17	267000000	3.5	38	256 qam	17
18	275000000	3.2	38	256 qam	18
19	283000000	3.2	38	256 qam	19
20	291000000	3	38	256 qam	20
21	299000000	3	38	256 qam	21
22	307000000	3	38	256 qam	22
23	315000000	2.7	38	256 qam	23
24	323000000	2.9	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.9	8839	11382
2	Locked	38.6	67079	27185
3	Locked	38.6	14210	14972
4	Locked	38.9	27602	16182
5	Locked	38.9	61401	22731
6	Locked	38.9	9778	12636
7	Locked	38.9	45348	15880
8	Locked	38.9	17806	12274
9	Locked	38.9	9096	12100
10	Locked	38.9	8566	11396
11	Locked	38.9	8565	11241
12	Locked	38.6	9196	10767
13	Locked	38.9	9366	10523
14	Locked	38.6	8633	10777
15	Locked	38.6	8469	10689
16	Locked	38.9	8297	10312
17	Locked	38.9	8534	10325
18	Locked	38.6	8342	10217
19	Locked	38.9	8214	9784
20	Locked	38.9	8342	10162
21	Locked	38.6	8450	10371
22	Locked	38.9	8135	9993
23	Locked	38.9	8008	8930
24	Locked	38.9	8017	9780

Upstream bonded channels

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

1	60299995	47	5120	64 qam	6
2	46200140	46	5120	64 qam	8
3	53700000	46.5	5120	64 qam	7
4	39400000	45.5	5120	64 qam	9

Upstream bonded channels

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	1	0
4	ATDMA	0	0	12	0

[Steven_L]

Hi @DenisC,

Thanks for posting your updates on the ongoing issues that you're having.

I have looked into your account and the local area and cannot see any issues that would be causing the problem to be still ongoing. All the levels are in specification for a stable connection but clearly you are still having issues since the visit. 

Have you tried a pin hole reset of your hub, since the engineer visit, If not, please could you try this and let us know if that makes any difference at all to your connection?

Regards

Steven_L

[DenisC]

Many thanks Steven for your quick reply.

I think pin hole reset will not change everything as the Hub is new, replaced 1 week ago by VM engineer. Will give it a shot anyway, but according to the logs are the same errors as with the old one. 

[Zoie_P]

Please keep us posted on how you get on with the pinhole reset.

Zoie

[DenisC]

Hi @Zoie_P , @Steven_L !

I pin hole reset the VM hub yesterday right after your post

As we can see in the BQM link, did not resolve anything 😞

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

The big red line  at 19:00 pm is when I pin hole reset it

Strange is that it can be stable for 10hours....or 2 hours...etc and then suddenly intermittent. When starts to flap a reboot is not fixing it, it fixes by itself either after hours, or minutes. That's why I pinpoint that the issue is not with my hardware equipment as was already replaced, it must be deeper

[Hayley_S]

Hello @DenisC.

Thank you for this update, we may need to send an engineer round.

I will send you a private message so I can get this arranged.

Many thanks,

[Hayley_S]

Hello @DenisC,

Thank you for talking to me in a private message today.

I am glad we have a plan in place to fix this!

I look forward to your update once the engineer has been to your home.

Have a lovely day and take care for now.

Many thanks,

[DenisC]

Hi all!

The engineer visit was on 6th August. He did not change anything (cables or hardware) as I described to him what the previous engineer have done (previous engineer changed cables/router etc) He said that the problem might be more "deep" as the internet are coming thorugh around 3 feeds until is reaching my house, he also said that will open a case with the Network team to monitor my connection (something similiar with what thinkbroadband does I think) as I show him also my thinkbroadband stats. 

Since then, it is 1 month and nobody has reached me with any status from VirginMedia, although the engineer said that will be a phone back call in 10 days...

Can this be sorted, please? There are months already and I still can't rely on my internet connection. I still work from home, and already have problems at work due to going off in the middle of meetings very often.

Below is my live graph and I will post also downstream/ upstream/ network logs 

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

[DenisC]

Downstream bonded channels

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

1	139000000	5.8	36	256 qam	1
2	147000000	6	36	256 qam	2
3	155000000	6.3	37	256 qam	3
4	163000000	6	37	256 qam	4
5	171000000	6	37	256 qam	5
6	179000000	5.6	37	256 qam	6
7	187000000	5.8	37	256 qam	7
8	195000000	5.4	37	256 qam	8
9	203000000	5	37	256 qam	9
10	211000000	4.8	37	256 qam	10
11	219000000	4.3	37	256 qam	11
12	227000000	4	37	256 qam	12
13	235000000	3.2	37	256 qam	13
14	243000000	3	37	256 qam	14
15	251000000	3	37	256 qam	15
16	259000000	3.5	37	256 qam	16
17	267000000	3.5	37	256 qam	17
18	275000000	3.4	37	256 qam	18
19	283000000	3.2	37	256 qam	19
20	291000000	3.2	37	256 qam	20
21	299000000	3.2	37	256 qam	21
22	307000000	3.2	37	256 qam	22
23	315000000	3	37	256 qam	23
24	323000000	2.7	37	256 qam	24

Downstream bonded channels

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

1	Locked	36.3	2440718	285578
2	Locked	36.3	780529	128079
3	Locked	37.3	1323578	132289
4	Locked	37.3	2194913	369507
5	Locked	37.3	413799	57461
6	Locked	37.3	1282278	120238
7	Locked	37.6	319018	52114
8	Locked	37.6	74790	45368
9	Locked	37.3	63852	43241
10	Locked	37.3	76964	40664
11	Locked	37.6	75786	41092
12	Locked	37.3	72482	39600
13	Locked	37.3	80196	39240
14	Locked	37.3	68825	37879
15	Locked	37.3	56404	35242
16	Locked	37.3	52477	34571
17	Locked	37.3	59767	34603
18	Locked	37.6	53051	34353
19	Locked	37.6	46437	31688
20	Locked	37.6	43948	31063
21	Locked	37.3	47570	32298
22	Locked	37.6	42415	31165
23	Locked	37.6	40474	30002
24	Locked	37.6	42440	29593

Upstream bonded channels

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

1	60300000	47.3	5120	64 qam	6
2	46200044	46	5120	64 qam	8
3	53700069	46.8	5120	64 qam	7
4	39399995	45.8	5120	64 qam	9

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	2	0
2	ATDMA	0	0	30	0
3	ATDMA	0	0	21	0
4	ATDMA	0	0	3	0

06/09/2021 11:00:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2021 10:59:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2021 10:59:52	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2021 10:59:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2021 10:59:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2021 10:59:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2021 10:59:43	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2021 10:59:43	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2021 10:59:42	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[lotharmat]

That is a hell of a lot of T3s for a relatively short period of time!

VM definitely need to investigate!