RCS Partial Service-SYNC Timing Synchronization failure - Loss of Sync

[Cradach]

Hi, I have been battling with VM over a long period of time about the multiple discos on my router! They have sent a tech out and have replaced all hardware from the Ethernet cable from pc to the street cabinet! The issue has also had a network check done, and they have found no issues!!

My Post RS Errors are reaching the 200k mark since my new router and cabling has been installed about a month ago! I am getting anywhere from 20-60 discos a day! Router is recording this, and before anyone says it's a device issue, I have had the whole flat turned off bar router to prove a point and still have discos!

This issue has been going on for over a year now and the best they have done is give me £20 off one bill. I am disabled and rely on my net for all comms! But now I am at wits end!!!

I am reasonably tech-savvy but only self-taught, so no tech heavy speech please lol!

HELP!!!!!!!!!!!!!!!!!!

[Cradach]

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/4117bacca14a106e52f91db9a580b7c343f21847-05-05-2022"><img alt="My Broadband Ping - New hub" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/4117bacca14a106e52f91db9a580b7c343f21847-05-05-2022.png" /></a>

I hope this link works?

[Cradach]

The issue is completely random and intermittent! Some days its over 50 drops and others can be only one or two. On average, it seems to be 10-20.lasting anywhere from 5 seconds to 10 minutes. I have no other hardware or devices that would cause this issue. As of the new router being delivered and instaled, the drop outs have seem to calm a little, but still are happening. Post RS errors are pushing 2000 since the router was reset two days ago. Kind of at wits end here!!!! Call centres are as much use as a chocolate fire guard! All I want is the service I have and am paying for! Not too much to ask is it??

[Nathan_B]

Hi there @Cradach, thanks for the update. I'm sorry to see you are still having issues with these drop outs.

I can see you have spoken with the team since posting this update. Were they able to help resolve this for you?

Regards

Nathan

[Cradach]

No not as of yet!

[John_GS]

Hi Cradach

Thanks for coming back to us. I am sorry it's not sorted. I have reached out to the Field Manager for your area for further guidance and will be in touch as soon as I hear back. I am in till 7pm today and then back in on Friday so don't be alarmed if not heard back until then. Best

[Cradach]

Ok after a very long and trying time of getting to the bottom of the issue, the network tech for my area has found the issue and is amazed at the outcome. He had changed, in sequence the taps and splitters in each of the two boxes supplying my area. The last box had corrosion on the taps and there was a kink in the cable. He had been using Sam Knows app to check other Virgin costumers in the area and found that they also were having the same issues as me. Due to me being disabled and living at home nigh on 24/7, I see these happening and was frustrating. His tech and monitors at his base of operation was not registering these issues as they did not cause the router to reboot. The tech is now looking into the issue and into other areas that have reported the same problem as me.

So the breaks/drops have ceased and now I have relative good connection for the first time in three years! I have gone from over 30 breaks/drops a day that could fluctuate down to none in a day. Such an intermitent problem but caused a huge problem when living on the pc! Disruption not only on pc but dab radio and other internet relient tech.

I would like to thank the tech Kevin for his work and pushing what was an unknown issue to the limit and fixing it!

Sadly I can not say the same for the costumer phone service of Virgin who were as much use as a chocolate tea pot!

Please if you have this issue, push for the techs to change your router for a new one, not a reconditioned one, then its a work out from there to find the issue. Changed cables into house, splitter on back of router, adjusting the power input from the street box and checking all connection for corrosion. Even a small kink in the cable anywhere from your house to the final box on network for your area could and can cause this issue!

Again thanks Kevin for your work and the other techs that also helped!!

[Nickhsho]

Hi John, I faced the same issue - RCS Partial Service-SYNC Timing Synchronization failure - Loss of Sync, would you please help?

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	203000000	Locked
Ranged Upstream Channel (Hz)	60300000	Locked
Provisioning State	Online

Upstream bonded channels

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

1	60300000	39.5	5120	64 qam	1
2	53700000	39.8	5120	64 qam	2
3	46199941	40.3	5120	64 qam	3
4	39400000	42	5120	64 qam	4

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	1	0

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt060-b.cm

Primary Downstream Service Flow

SFID	****
Max Traffic Rate	230000061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	****
Max Traffic Rate	22000061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

Network Log

Time Priority Description

30/06/2022 12:07:1	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 11:49:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 11:48:58	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 11:39:57	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 11:39:6	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 10:41:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**6;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 10:33:14	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 10:05:33	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 10:04:54	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 09:37:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 09:37:49	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 09:35:43	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 09:35:30	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 08:59:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 08:58:27	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 08:24:20	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 08:24:9	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 08:23:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 08:23:7	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 08:19:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Nickhsho]

Downstream bonded channels

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

1	203000000	13.6	40	256 qam	9
2	211000000	13.5	40	256 qam	10
3	219000000	13.5	40	256 qam	11
4	227000000	13.5	40	256 qam	12
5	235000000	13.3	40	256 qam	13
6	243000000	12.6	40	256 qam	14
7	251000000	12.1	40	256 qam	15
8	259000000	12.1	40	256 qam	16
9	267000000	12.3	40	256 qam	17
10	275000000	12.4	40	256 qam	18
11	283000000	12.9	40	256 qam	19
12	291000000	13.1	40	256 qam	20
13	299000000	13.8	40	256 qam	21
14	307000000	13.3	40	256 qam	22
15	315000000	13.5	40	256 qam	23
16	323000000	13.6	40	256 qam	24
17	331000000	14	40	256 qam	25
18	339000000	14.3	40	256 qam	26
19	347000000	14.4	40	256 qam	27
20	355000000	14.5	40	256 qam	28
21	363000000	14.5	40	256 qam	29
22	371000000	14.8	40	256 qam	30
23	379000000	15	40	256 qam	31
24	387000000	15.4	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.9	219422	301094
2	Locked	40.3	213187	301989
3	Locked	40.3	196036	291931
4	Locked	40.9	176358	261855
5	Locked	40.3	158389	206297
6	Locked	40.9	157873	145231
7	Locked	40.3	169409	124043
8	Locked	40.9	188410	135933
9	Locked	40.3	206730	169034
10	Locked	40.3	208246	217552
11	Locked	40.9	195099	252543
12	Locked	40.3	170704	275139
13	Locked	40.3	144719	265999
14	Locked	40.9	115871	236809
15	Locked	40.3	99007	195704
16	Locked	40.3	86655	157194
17	Locked	40.9	83216	121285
18	Locked	40.3	84203	93413
19	Locked	40.9	87473	77781
20	Locked	40.9	90554	79392
21	Locked	40.9	94917	94213
22	Locked	40.9	96078	128819
23	Locked	40.3	96496	163481
24	Locked	40.3	90008	191373

 

[Cradach]

Hi John

I would call the service centre and get the techs out! They will have to hunt down the issue, could be anything from your router to the switches and taps! Untill they find the issue and narrow it down, you will have to put up with it! But dont give up, keep calling them if the issue persists!!

Sorry I cant be more help, but that is what I had to do until the network team got onto the problem!

[Alex_RM]

Hi Nickhsho,

Thanks for posting, and welcome to our community 🙂

I'm sorry to hear you've been having some trouble with your connection.

I've had a look at things from our side, I can see you've been in touch and everything looks to be resolved.

If you do still need help with anything please let us know.

Alex_Rm