on 03-05-2021 12:05
RCS Partial Service/ SYNC Timing Synchronization failure issue
Hi,
I was hoping someone can help with the above issues as you have with others with the same problem.
We’ve experiencing intermittent loss of internet connection for a few minutes at a time. The set up is as follows:
We have a Virgin Superhub 3 running in modem mode with an ASUS Zen Wifi AX as a router. Corresponding with the line drops we see errors in the log file. We have tried a power re-boot which made no difference and full factory reset of the Virgin Superhub 3 which sorted it for just a few days.
We’ve tried telephone support repeatedly but they just don’t get it. They keep saying it must be our Asus but it is nothing of the sort. They refuse to call an engineer and say they cannot see our logs for the hub. We are getting no where with them and they are unable to even accept a copy of our logs by email or any other way!! Below are the logs from the router status as others have done with similar issues and broadband quality monitor.
Please help!
Downstream bonded channels
Channel | Locked Status | RxMER (dB) | Pre RS Errors | Post RS Errors |
1 | Locked | 38.9 | 3964 | 6489 |
2 | Locked | 38.9 | 13488 | 22490 |
3 | Locked | 38.9 | 11825 | 17282 |
4 | Locked | 38.9 | 11056 | 20873 |
5 | Locked | 38.6 | 8858 | 15563 |
6 | Locked | 38.9 | 8002 | 11097 |
7 | Locked | 38.6 | 7786 | 14046 |
8 | Locked | 38.9 | 6698 | 12295 |
9 | Locked | 38.6 | 6495 | 8382 |
10 | Locked | 38.6 | 6718 | 8896 |
11 | Locked | 38.9 | 6130 | 9054 |
12 | Locked | 38.6 | 6270 | 9986 |
13 | Locked | 38.9 | 5561 | 12490 |
14 | Locked | 38.6 | 4943 | 8339 |
15 | Locked | 38.9 | 5111 | 9095 |
16 | Locked | 38.6 | 4646 | 12103 |
17 | Locked | 38.9 | 3783 | 7379 |
18 | Locked | 38.9 | 2825 | 2471 |
19 | Locked | 38.6 | 3008 | 3801 |
20 | Locked | 38.9 | 2840 | 3376 |
21 | Locked | 38.6 | 2523 | 2252 |
22 | Locked | 38.6 | 2681 | 3584 |
23 | Locked | 38.9 | 2422 | 3221 |
24 | Locked | 38.9 | 2081 | 1524 |
Upstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 25800000 | 50 | 5120 | 64 qam | 11 |
2 | 46200000 | 49.5 | 5120 | 64 qam | 3 |
3 | 39400000 | 49.5 | 5120 | 64 qam | 4 |
4 | 32600000 | 49.8 | 5120 | 64 qam | 5 |
Upstream bonded channels
Channel | Channel Type | T1 Timeouts | T2 Timeouts | T3 Timeouts | T4 Timeouts |
1 | ATDMA | 0 | 0 | 1 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
Any help gratefully appreciated.
Answered! Go to Answer
on 03-05-2021 14:58
on 03-05-2021 20:08
Those network log errors prove a poor connection. When you first posted hub data the upstream power was right at the top end of accepted operating range, second time that had come down, but now downstream power is right up against the top end of permitted values. In both cases the post-RS error (uncorrected) count is too high. I've flagged for a staff member to take a look and comment for you. Possibly the fix is as simple as technician coming and plugging in an attenuator to the back of the hub, but that's down to the forum staff to conclude if a technician is required, and the technician to decide what's wrong and how to fix it.
on 04-05-2021 08:11
Hi ajp558,
Thanks for posting and welcome to our community 🙂
I'm sorry to hear you've had some issues with your connection, I've been able to locate your account using your forum details and can see the upstream power is out of specification as Andrew-G has suggested.
I've arranged an engineer visit, you can view the time and date of your appointment via your online account here
Alex_Rm
06-06-2021 13:54 - edited 06-06-2021 13:55
Engineer was a bit thick.
You upstream power levels are maxed out now, that's no good at all.
And no, post rs errors are bad news.
However that may have been from when he was fiddling around.
Restarting the hub should reset to 0, then we can see where we are from there.
Either way you are now going to need another visit to fix the upstream powerlevels.
Fun isnt it?
on 03-05-2021 14:58
on 03-05-2021 18:39
Hi John,
Thank you for taking the time to reply and giving me a steer. We have switched off the hub for 5 minutes at 4pm and although RS error counts set to 0, they are already ramping up. Here are the 3 full sets of data you mentioned:
Downstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
1 | 331000000 | 8.5 | 38 | 256 qam | 25 |
2 | 203000000 | 10.1 | 38 | 256 qam | 9 |
3 | 211000000 | 9.6 | 38 | 256 qam | 10 |
4 | 219000000 | 9.3 | 38 | 256 qam | 11 |
5 | 227000000 | 8.8 | 38 | 256 qam | 12 |
6 | 235000000 | 9 | 38 | 256 qam | 13 |
7 | 243000000 | 8.9 | 38 | 256 qam | 14 |
8 | 251000000 | 9 | 38 | 256 qam | 15 |
9 | 259000000 | 9 | 38 | 256 qam | 16 |
10 | 267000000 | 8.8 | 38 | 256 qam | 17 |
11 | 275000000 | 8.9 | 38 | 256 qam | 18 |
12 | 283000000 | 8.6 | 38 | 256 qam | 19 |
13 | 291000000 | 8.8 | 38 | 256 qam | 20 |
14 | 299000000 | 8.9 | 38 | 256 qam | 21 |
15 | 307000000 | 9.4 | 38 | 256 qam | 22 |
16 | 315000000 | 9.6 | 38 | 256 qam | 23 |
17 | 323000000 | 9 | 38 | 256 qam | 24 |
18 | 371000000 | 8.3 | 38 | 256 qam | 26 |
19 | 379000000 | 8.1 | 38 | 256 qam | 27 |
20 | 387000000 | 8 | 38 | 256 qam | 28 |
21 | 395000000 | 7.9 | 38 | 256 qam | 29 |
22 | 403000000 | 7.6 | 38 | 256 qam | 30 |
23 | 411000000 | 7.5 | 38 | 256 qam | 31 |
24 | 419000000 | 7.5 | 38 | 256 qam | 32 |
Downstream bonded channels
Channel | Locked Status | RxMER (dB) | Pre RS Errors | Post RS Errors |
1 | Locked | 38.6 | 38 | 45 |
2 | Locked | 38.9 | 244 | 166 |
3 | Locked | 38.9 | 159 | 256 |
4 | Locked | 38.9 | 173 | 157 |
5 | Locked | 38.6 | 146 | 135 |
6 | Locked | 38.9 | 119 | 71 |
7 | Locked | 38.9 | 103 | 137 |
8 | Locked | 38.9 | 75 | 81 |
9 | Locked | 38.9 | 65 | 39 |
10 | Locked | 38.9 | 79 | 68 |
11 | Locked | 38.9 | 62 | 59 |
12 | Locked | 38.9 | 65 | 51 |
13 | Locked | 38.9 | 61 | 62 |
14 | Locked | 38.9 | 31 | 127 |
15 | Locked | 38.9 | 59 | 42 |
16 | Locked | 38.9 | 56 | 59 |
17 | Locked | 38.6 | 45 | 45 |
18 | Locked | 38.9 | 33 | 0 |
19 | Locked | 38.6 | 25 | 18 |
20 | Locked | 38.6 | 28 | 14 |
21 | Locked | 38.6 | 40 | 0 |
22 | Locked | 38.6 | 28 | 18 |
23 | Locked | 38.9 | 28 | 0 |
24 | Locked | 38.9 | 40 | 0 |
Upstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 25800015 | 44 | 5120 | 64 qam | 11 |
2 | 46200000 | 45 | 5120 | 64 qam | 3 |
3 | 39400000 | 44.5 | 5120 | 64 qam | 4 |
4 | 32600103 | 44.3 | 5120 | 64 qam | 5
|
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 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
The Network Log will follow in a separate reply. Any help is most appreciated, thank you.
on 03-05-2021 18:40
Network Log
Time | Priority | Description |
03/05/2021 08:12:24 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/05/2021 08:11:43 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/05/2021 01:44:58 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/05/2021 00:02:21 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/05/2021 22:32:58 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/05/2021 21:51:59 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/05/2021 07:51:6 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/05/2021 07:49:14 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/05/2021 07:24:2 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/05/2021 04:46:18 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/05/2021 18:13:3 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/05/2021 15:51:28 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/05/2021 15:46:12 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/05/2021 15:43:36 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/05/2021 15:31:26 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/05/2021 15:21:29 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/05/2021 15:12:5 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/05/2021 10:11:4 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/05/2021 09:58:30 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/05/2021 07:41:50 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 03-05-2021 20:08
Those network log errors prove a poor connection. When you first posted hub data the upstream power was right at the top end of accepted operating range, second time that had come down, but now downstream power is right up against the top end of permitted values. In both cases the post-RS error (uncorrected) count is too high. I've flagged for a staff member to take a look and comment for you. Possibly the fix is as simple as technician coming and plugging in an attenuator to the back of the hub, but that's down to the forum staff to conclude if a technician is required, and the technician to decide what's wrong and how to fix it.
on 03-05-2021 20:19
That's great, many thanks for your advice and help.
on 04-05-2021 08:11
Hi ajp558,
Thanks for posting and welcome to our community 🙂
I'm sorry to hear you've had some issues with your connection, I've been able to locate your account using your forum details and can see the upstream power is out of specification as Andrew-G has suggested.
I've arranged an engineer visit, you can view the time and date of your appointment via your online account here
Alex_Rm
on 06-06-2021 11:21
Update:
An engineer came and swapped the powered hdu-200 technetix amplifier for an unpowered technetix csx-102 splitter. Since then we think our internet connection has been a bit more stable but we are still seeing time sync errors in the logs and occasional outages. Please can you have a look at the logs and graph. Is there anything more that can be done to stop the drop outs. Are the PRE -and POST RS errors still too high? Any help welcome.
Network Log
Time | Priority | Description |
06/06/2021 09:59:45 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/06/2021 07:35:44 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/06/2021 05:13:40 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/06/2021 22:36:41 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/06/2021 21:58:14 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/06/2021 07:45:55 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/06/2021 07:45:9 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/06/2021 07:37:14 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/06/2021 07:35:15 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/06/2021 07:29:1 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/06/2021 07:28:55 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/06/2021 19:43:38 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/06/2021 19:42:34 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/06/2021 22:04:24 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/06/2021 17:13:39 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/06/2021 11:38:9 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/06/2021 07:39:33 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/06/2021 07:39:27 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/06/2021 23:34:31 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/06/2021 15:26:41 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
Downstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
1 | 331000000 | 3.2 | 38 | 256 qam | 25 |
2 | 203000000 | 4.9 | 38 | 256 qam | 9 |
3 | 211000000 | 4.3 | 38 | 256 qam | 10 |
4 | 219000000 | 4 | 38 | 256 qam | 11 |
5 | 227000000 | 3.5 | 38 | 256 qam | 12 |
6 | 235000000 | 3.5 | 38 | 256 qam | 13 |
7 | 243000000 | 3.5 | 38 | 256 qam | 14 |
8 | 251000000 | 3.7 | 38 | 256 qam | 15 |
9 | 259000000 | 3.5 | 38 | 256 qam | 16 |
10 | 267000000 | 3.4 | 38 | 256 qam | 17 |
11 | 275000000 | 3.2 | 38 | 256 qam | 18 |
12 | 283000000 | 3.2 | 38 | 256 qam | 19 |
13 | 291000000 | 3.7 | 38 | 256 qam | 20 |
14 | 299000000 | 3.7 | 38 | 256 qam | 21 |
15 | 307000000 | 4 | 38 | 256 qam | 22 |
16 | 315000000 | 4.4 | 38 | 256 qam | 23 |
17 | 323000000 | 3.7 | 38 | 256 qam | 24 |
18 | 371000000 | 2.9 | 38 | 256 qam | 26 |
19 | 379000000 | 3 | 38 | 256 qam | 27 |
20 | 387000000 | 2.9 | 38 | 256 qam | 28 |
21 | 395000000 | 2.5 | 38 | 256 qam | 29 |
22 | 403000000 | 2.2 | 38 | 256 qam | 30 |
23 | 411000000 | 2.4 | 38 | 256 qam | 31 |
24 | 419000000 | 2.2 | 38 | 256 qam | 32 |
Downstream bonded channels
Channel | Locked Status | RxMER (dB) | Pre RS Errors | Post RS Errors |
1 | Locked | 38.9 | 15931 | 22311 |
2 | Locked | 38.9 | 334206 | 111467 |
3 | Locked | 38.6 | 220406 | 84805 |
4 | Locked | 38.6 | 194166 | 99410 |
5 | Locked | 38.6 | 95509 | 74440 |
6 | Locked | 38.9 | 69436 | 45384 |
7 | Locked | 38.6 | 75048 | 58577 |
8 | Locked | 38.6 | 48625 | 50545 |
9 | Locked | 38.9 | 38832 | 32216 |
10 | Locked | 38.6 | 40861 | 33275 |
11 | Locked | 38.9 | 34213 | 32808 |
12 | Locked | 38.6 | 38384 | 36629 |
13 | Locked | 38.6 | 33050 | 48132 |
14 | Locked | 38.6 | 24611 | 29499 |
15 | Locked | 38.9 | 25346 | 32854 |
16 | Locked | 38.9 | 23794 | 42376 |
17 | Locked | 38.9 | 16822 | 23749 |
18 | Locked | 38.9 | 9346 | 7866 |
19 | Locked | 38.6 | 10936 | 10054 |
20 | Locked | 38.9 | 9922 | 10588 |
21 | Locked | 38.9 | 9302 | 6451 |
22 | Locked | 38.6 | 10333 | 10209 |
23 | Locked | 38.6 | 8771 | 9381 |
24 | Locked | 38.6 | 6577 | 5827 |
Upstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 60300155 | 51 | 5120 | 64 qam | 1 |
2 | 46200127 | 51 | 5120 | 64 qam | 3 |
3 | 39399986 | 51 | 5120 | 64 qam | 4 |
4 | 53699858 | 51 | 5120 | 64 qam | 2 |
Upstream bonded channels
Channel | Channel Type | T1 Timeouts | T2 Timeouts | T3 Timeouts | T4 Timeouts |
1 | ATDMA | 0 | 0 | 2 | 0 |
2 | ATDMA | 0 | 0 | 5 | 0 |
3 | ATDMA | 0 | 0 | 6 | 0 |
4 | ATDMA | 0 | 0 | 3 | 0 |
06-06-2021 13:54 - edited 06-06-2021 13:55
Engineer was a bit thick.
You upstream power levels are maxed out now, that's no good at all.
And no, post rs errors are bad news.
However that may have been from when he was fiddling around.
Restarting the hub should reset to 0, then we can see where we are from there.
Either way you are now going to need another visit to fix the upstream powerlevels.
Fun isnt it?
on 06-06-2021 15:40
Apologies for the ongoing issues ajp558, as highlighted by risc19 above the hub is definitely out of spec.
We can arrange for a follow-up visit from a senior engineer if you get back to me via PM. Just look out for the purple envelope.
Tom