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]

Hi, 

Saturday was good, no drops. But on Sunday was awfully. See below graph from Sunday

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a37850195c691d5568133957ababcc9fd286e666-19-09-2021

Let me know once my fault has been rectified in my area! Many thanks! 

[Ashleigh_C]

Hi there @DenisC

So sorry to see that you are still experiencing drops in connection. I have checked your account and there is no outage that I can see. How are things looking since your last post? 

Thank you. 

[DenisC]

Hi,

Looks good in the last 3 days. You can close this topic.

Many thanks to all who assisted!

[Sofia_B]

Thanks for the update @DenisC.

I'm glad to hear this 🙂

If you have any further issues, just pop another post on this thread and we'll happily advise. 

Thanks, 

[DenisC]

Hi Virgin,

The issues are back again, it worked smoothly since service area works were done in September last year. Now the problem is back again and network connectivity is intermittent. This is happening on a daily basis since approx. 3 weeks ago. I already factory reset my hub, and placed it in router mode, as it was in modem mode earlier (using a Netgear XR1000), but I reckon issues are outside in the exchange again as the previous time. Now placed back in modem mode again.

Here is the thinkbroadband connectivity link:

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

Refresh data

Downstream bonded channels

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

1	203000000	1.4	38	256 qam	9
2	211000000	1.5	37	256 qam	10
3	219000000	1.5	37	256 qam	11
4	227000000	1.7	37	256 qam	12
5	235000000	1.2	37	256 qam	13
6	243000000	0.5	37	256 qam	14
7	251000000	0.2	37	256 qam	15
8	259000000	0.9	37	256 qam	16
9	267000000	1.2	37	256 qam	17
10	275000000	1.2	37	256 qam	18

Refresh data

Upstream bonded channels

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

1	60299801	51	5120	64 qam	6
2	53699986	51	5120	64 qam	7
3	46200126	51	5120	64 qam	8
4	39400043	51	5120	64 qam	9

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	103	0
2	ATDMA	0	0	145	0
3	ATDMA	0	0	144	0
4	ATDMA	0	0	187	0

[Alex_RM]

Hi DenisC,

I'm sorry you're still experiencing some issues with the connection. Looking from our side we've detected a short term connectivity issue that we believe will be resolved very soon. 

We believe it will only be short-term and your connection should return to normal in 24 hours. 

Alex_Rm

[DenisC]

Hi VM team,

Thank you for your quick reply. As I mentioned previously this is not a 2 day issue, it is at least 3 weeks old, and if you double check again the thinkbroadband link, is still intermittent. As I am a home worker based, this is affecting very much my day to day job, very often disconnecting from important meetings. Currently I am on M350 subscription and I see that now is available the fiber 1000mbps in my area. I am more considering  changing the provider instead upgrading current plan, because of this frustrating issue. Total waste of 55£ per month 

Regards,

Denis C

[Natalie_L]

Thank you for getting back to us DenisC.

I have taken a look from our side and can see the connection issues are still ongoing. 

Could you please reboot the equipment and let us know once this is complete so that we may check the live report?

Thank you, 

[DenisC]

Hi,

Rebooted now. It will require engineer visit, at least checking the exchange and all feeds until is coming into my area, not remotely monitoring, this will not fix anything. Thank you!

[DenisC]

Hi,

Any update on this?