RCS Partial Service, Lost MDD Timeout, and SYNC Timing Synchronization failure

[WillMcGregor]

Hi,

For the last few days I've been getting drop outs, until last night where my WiFi has dropped out completely, the signal is strong but offers no internet connection. I can only get connected to the internet via Ethernet - even then it will still drop out intermittently. 

There appears to be no issues in my area according to the Service Status, and I have completed Virgins troubleshooting guide - checking the cables are plugged in correctly and restarting the SuperHub.

About 5 months ago I had the same issue - however last time my Power figures for the downstream and upstream were out of their allowed range. The issue was a fault in the cable - the engineer spliced in a new section of cable but said that the whole line to my house would have to be replaced as the cut in was too large to be a permanent fix. He organised a new cable to be fitted but no one came. I didn't bother following it up as my internet was working flawlessly - until now!

My BQM that I set up last time this happened shows the high levels of packet loss and high latency.

BQM

My hubs log shows the below:

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
330750000
Locked
Ranged Upstream Channel (Hz)
39400000
Locked
Provisioning State
Online

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 330750000 -0.2 38 256 qam 25
2 234750000 -1.4 38 256 qam 13
3 242750000 -1.5 38 256 qam 14
4 250750000 -1.7 38 256 qam 15
5 258750000 -2 38 256 qam 16
6 266750000 -2 38 256 qam 17
7 274750000 -1.5 38 256 qam 18
8 282750000 -1 38 256 qam 19
9 290750000 -1 38 256 qam 20
10 298750000 -0.7 38 256 qam 21
11 306750000 -0.2 38 256 qam 22
12 314750000 0 38 256 qam 23
13 322750000 -0.4 38 256 qam 24
14 338750000 0.2 40 256 qam 26
15 346750000 0.2 40 256 qam 27
16 354750000 0 38 256 qam 28
17 362750000 -0.5 40 256 qam 29
18 370750000 0 40 256 qam 30
19 378750000 -0.4 38 256 qam 31
20 386750000 -0.7 40 256 qam 32
21 394750000 -1.7 38 256 qam 33
22 402750000 -2.7 40 256 qam 34
23 410750000 -1.5 40 256 qam 35
24 418750000 -2.5 40 256 qam 36

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 8369 97785
2 Locked 38.9 10150 70625
3 Locked 38.9 8063 88127
4 Locked 38.6 7111 59239
5 Locked 38.9 7986 89633
6 Locked 38.9 8019 73446
7 Locked 38.6 8188 84356
8 Locked 38.6 9732 121929
9 Locked 38.6 9126 96280
10 Locked 38.9 10124 108548
11 Locked 38.9 10323 121387
12 Locked 38.9 9835 116310
13 Locked 38.9 9956 94827
14 Locked 40.3 8988 100185
15 Locked 40.3 9810 142903
16 Locked 38.9 8649 117670
17 Locked 40.3 8410 129170
18 Locked 40.3 7986 156021
19 Locked 38.9 9457 74035
20 Locked 40.3 8868 156761
21 Locked 38.9 8699 115878
22 Locked 40.3 8159 98455
23 Locked 40.9 7160 115360
24 Locked 40.9 7619 88483

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 44.5 5120 64 qam 12
2 46200000 44 5120 64 qam 11
3 53700000 44.5 5120 64 qam 10
4 60300000 46.5 5120 64 qam 9

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 9 0
2 ATDMA 0 0 18 0
3 ATDMA 0 0 11 0
4 ATDMA 0 0 15 0

Network Log
Time Priority Description
14/07/2022 09:13:31 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2022 09:13:29 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2022 09:13:28 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2022 09:13:28 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2022 09:13:27 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2022 09:13:27 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2022 09:13:26 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2022 09:13:25 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2022 09:13:8 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2022 09:13:8 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2022 09:13:7 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2022 09:13:7 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2022 09:07:59 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2022 09:02:54 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2022 09:02:54 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2022 08:26:45 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2022 08:26:45 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2022 08:26:45 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2022 08:26:45 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2022 08:26:44 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Any ideas?

[WillMcGregor]

To update,

Completed a Pin Reset, and the WiFi is back, still getting the RCS Partial Service when the hub turned back on. Intermittent drop outs continue and the network logs looks the same as before.

[Ilyas_Y]

Hey @WillMcGregor, thanks for reaching out to us.

I have looked in to your profile and can confirm there is still is an issue on the network causing the issue.
It is an SNR issue which is a signal to noise ratio outage, in other words a faulty cable on the network degrading the network.

There is an estimated fix date of 22nd July in the late afternoon.

Is there anything else I can assist you with?

Kind regards.

[WillMcGregor]

Hi,

I was originally told 24 hours on Thursday when calling up, then on Friday told it would be Sunday, and now you're saying it's going to be next Friday. I got a text on Friday to say the issue was resolved, but it's still ongoing. This has only got worse since reporting it.

I've not had TV or Internet consistently now since Wednesday. I can't use the internet as it drops out too often currently to even use it - I might get 2 minutes of usage every half hour. My TV is unwatchable with constant cuts and drop outs.

Can this please be reflected on the service status page? So I don't have to keep contacting to see the latest update.

As that's over a week of service outage, will I be getting compensated on this month's bill?

[newapollo]

Hi @WillMcGregor 

Not all issues are shown on the service checker page.

You could also try the  Service Status number  0800 561 0061.  This often gives details of more local issues down to postcode level and estimated time and date for resolution.

[Natalie_L]

Hi WillMcGregor, 

Thank you for getting back in touch. 

I have taken a look from our side and can see the outage is now reporting as resolved today. 

Can you please let us know how the service is?

Thanks