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oliviersoubelet
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Partial Service (DS only)

Hi,

I just got back to my uni home, and there seem to be some wifi instability issues. The upload speed is a lot slower than it should be and the admin website says "partial service ds only"

So far I have tried unplugging and plugging back all cables, factory resetting, enabling and disabling modem mode (I have an eero for range)

Here are my stats

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
386750000
Locked
Ranged Upstream Channel (Hz)
25799983
Locked
Provisioning State
Online

 

Downstream bonded channels

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

1386750000-2.736256 qam32
2202750000-2.429256 qam9
3210750000-3.230256 qam10
4234750000-5.233256 qam13
5242750000-6.235256 qam14
6250750000-335256 qam15
7258750000-335256 qam16
8266750000-5.235256 qam17
9274750000-534256 qam18
10282750000-2.735256 qam19
11290750000-3.735256 qam20
12298750000-4.535256 qam21
13306750000-2.435256 qam22
14314750000-0.536256 qam23
15322750000-2.236256 qam24
16330750000-2.536256 qam25
17338750000-0.935256 qam26
18346750000-1.535256 qam27
19354750000-3.735256 qam28
20362750000-3.235256 qam29
21370750000-1.236256 qam30
22378750000-1.536256 qam31



Downstream bonded channels

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

1Locked36.65027092
2Locked29.1253044286569496
3Locked30.42926452142011
4Locked33.91076412041
5Locked3522141468
6Locked35.77731477
7Locked35.720998365
8Locked35261001461
9Locked34.3177461475
10Locked3516001364
11Locked357291287
12Locked35.54741434
13Locked35.54271497
14Locked36.33831433
15Locked36.33841544
16Locked36.33551341
17Locked35.53981437
18Locked35.53791544
19Locked35.73531325
20Locked35.73471333
21Locked36.317601312
22Locked36.311961479
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oliviersoubelet
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Re: Partial Service (DS only)

Upstream bonded channels

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

12579998357512064 qam6



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
k;fg87dsfd;kfoA,.iyewrkld



Primary Downstream Service Flow

SFID928
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID927
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

Network Log

Time Priority Description

02/05/2021 11:44:31Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 11:44:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 11:44:11Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 11:43:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 11:38:53Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 11:38:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 11:36:25Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 11:36:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 11:36:17Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 11:35:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 11:35:47Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 11:35:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 11:35:19Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 11:35:14noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 11:35:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 11:34:55Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 11:34:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 11:33:43Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 11:33:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 11:33:27Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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newapollo
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Message 3 of 12
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Helpful Answer

Re: Partial Service (DS only)

You should have 4 upstream channels and not just the one that's showing.

Looking at the pre and post RS errors you haven't correctly reset the hub.

You should check that all cabling is tight. Have you tried a different ethernet cable or port?

To perform a complete a factory reset. 

Keep the hub switched on and disconnect any ethernet connections, then push the reset button firmly with a paperclip or something similar.

Keep it pressed in for around a minute.

Wait around 10 minutes and it should revert to factory settings. You can now reconnect the ethernet cables.

If you previously changed your router password it won't work and you will have to use the one printed on the sticker on the router. You can always change it again by going into the settings

You can also  click check status at the top of this page after performing the reset and run a fault test.

After performing the full reset post your full set of stats again

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali
oliviersoubelet
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Re: Partial Service (DS only)

Okay, understood, will try this
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oliviersoubelet
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Re: Partial Service (DS only)

Thank you for your answer! Here are the full stats after the reset. Hasn't changed anything in terms of speed, and service in my area is fine supposedly. I've checked all the cables again, and they all seem to be nice and tight.

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
386750000
Locked
Ranged Upstream Channel (Hz)
32600180
Locked
Provisioning State
Online

 

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

1386750000-337256 qam32
2202750000-2.231256 qam9
3210750000-332256 qam10
4234750000-5.234256 qam13
5242750000-6.235256 qam14
6250750000-335256 qam15
7258750000-335256 qam16
8266750000-5.235256 qam17
9274750000-535256 qam18
10282750000-2.736256 qam19
11290750000-3.735256 qam20
12298750000-4.536256 qam21
13306750000-2.536256 qam22
14314750000-0.537256 qam23
15322750000-2.536256 qam24
16330750000-2.736256 qam25
17338750000-136256 qam26
18346750000-1.535256 qam27
19354750000-3.735256 qam28
20362750000-3.435256 qam29
21370750000-1.235256 qam30
22378750000-1.736256 qam31



Downstream bonded channels

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

1Locked37.31921117
2Locked31.6154647681563205
3Locked32.31569009516316
4Locked34.32377792218
5Locked35.515480
6Locked35.74960
7Locked35.752580
8Locked35.739070
9Locked358680
10Locked36.34120
11Locked35.72940
12Locked36.32390
13Locked36.31280
14Locked37.31240
15Locked36.31420
16Locked36.6760
17Locked36.3820
18Locked35.7860
19Locked35.7800
20Locked35.71160
21Locked35.7680
22Locked36.3510

 

Upstream bonded channels

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

13260018057512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020

 

 

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Re: Partial Service (DS only)

Network Log

Time Priority Description

02/05/2021 13:26:42Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 13:25:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 13:25:23noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 13:20:4Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 13:18:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:03:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:03:3criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:7criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 13:02:11Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 13:02:3criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 13:01:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 13:00:23Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 13:00:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 12:58:53Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 12:58:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 12:58:31Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 12:58:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 12:57:56Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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newapollo
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Re: Partial Service (DS only)

Looking at the second set of network logs, the hub has been rebooted, but not factory reset.

The logs should show something similar to the following:-

01/01/1970 00:01:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 10:38:17noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Can you disconnect the eero and just test the hub.

Perform the factory reset after logging into the hub with your VM SSID and password.

Admin > Reload and Reboot > Restore to factory defaults

Also look at Check service status at the top of the page to see if any issues are showing. You can also a run a test on your equipment from there.

If nothing is showing  there you should also try the  Service Status number  0800 561 0061.  This often gives details of more local issues down to postcode level.

 

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali
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oliviersoubelet
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Re: Partial Service (DS only)

That's strange, I held the reset button for 60 seconds and unplugged the eero as advised 😕 .

In any case, I reset the hub to factory defaults through the webpage, and still, nothing has changed. I'm starting to think it's a hardware problem, there was scaffolding work on my building while I was gone, and it might have damaged the cable outside.

Here are the stats again, although for some reason they still don't show what you've expected, even though I did perform a factory reset.

Cable Modem StatusItemStatusCommentsAcquired Downstream Channel (Hz)

386750000
Locked

Ranged Upstream Channel (Hz)

46199998
Locked

Provisioning State

 

Downstream bonded channels

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

1386750000-2.736256 qam32
2202750000-230256 qam9
3210750000-2.732256 qam10
4234750000-5.233256 qam13
5242750000-6.535256 qam14
6250750000-335256 qam15
7258750000-3.235256 qam16
8266750000-5.535256 qam17
9274750000-5.234256 qam18
10282750000-335256 qam19
11290750000-435256 qam20
12298750000-4.735256 qam21
13306750000-2.536256 qam22
14314750000-0.736256 qam23
15322750000-2.536256 qam24
16330750000-2.736256 qam25
17338750000-136256 qam26
18346750000-1.535256 qam27
19354750000-3.735256 qam28
20362750000-3.435256 qam29
21370750000-1.236256 qam30
22378750000-1.536256 qam31



Downstream bonded channels

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

1Locked36.623746529
2Locked30.5625761539371545
3Locked32.9419552961056
4Locked33.97077121110
5Locked35127740556
6Locked35.7108345214
7Locked35200839320
8Locked35115888500
9Locked34.472191632
10Locked35.7661991227
11Locked35.780627842
12Locked35.560029394
13Locked36.340005776
14Locked36.645298358
15Locked36.624185111
16Locked36.35956149
17Locked36.64221130
18Locked35.77504151
19Locked35.55175140
20Locked35.5354192
21Locked36.3195783
22Locked36.322181075
Online
 
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
14619999857512064 qam3


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
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oliviersoubelet
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Re: Partial Service (DS only)

Network Log

Time Priority Description

03/05/2021 15:32:5Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2021 15:31:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2021 15:31:47Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2021 15:30:33noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2021 15:30:18Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2021 15:28:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2021 15:28:23Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2021 15:28:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2021 15:28:3Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2021 15:27:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2021 15:27:46Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2021 15:27:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2021 15:27:27Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2021 15:25:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2021 15:25:25Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2021 15:24:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2021 15:24:7Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2021 15:23:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2021 15:23:34Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2021 15:23:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Beth_G
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Message 10 of 12
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Helpful Answer

Re: Partial Service (DS only)

Hi oliviersoubelet,

 

Welcome to the Community Forums! Thanks for your first post.

 

I'm sorry to hear you've been facing some issues with your broadband at your uni home. I've been able to locate the account and can see that there are some signal issues which will be causing you these issues. This will require an engineer visit to resolve, so I've arranged an appointment for you. You can view the appointment time slot via your online My Virgin Media account or app. Alternatively, if you do not have access to this, let me know and I can pop you over a PM confirming the appointment time slot.

 

Kind regards,

 

Beth