Menu
Reply
ajp558
  • 4
  • 0
  • 0
Tuning in
253 Views
Message 1 of 7
Flag for a moderator

RCS Partial Service/ SYNC Timing Synchronization failure issue

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!

ajp558_0-1620039387665.pngajp558_1-1620039416180.png

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.

0 Kudos
Reply
jbrennand
  • 22.46K
  • 2.4K
  • 4K
Very Insightful Person
Very Insightful Person
218 Views
Message 2 of 7
Flag for a moderator
Helpful Answer

Re: RCS Partial Service/ SYNC Timing Synchronization failure issue

Your images have been rejected as they contain you i.p and MAC addresses. Can you start again and do it the way below. And post the BQM link to "share live graph which will remove the i.p address.
______________________________

First switch the Hub off and unplug it for a few minutes and then start up. When done, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour or two for the next day or two to see if they start reappearing - they shouldn't.

Copy & Paste the hub data as “Formatted Text” (not images) - 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - however if you copy/paste the data, the board software will do this automatically for you (you may need to click the "submit" button again.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
ajp558
  • 4
  • 0
  • 0
Tuning in
196 Views
Message 3 of 7
Flag for a moderator

Re: RCS Partial Service/ SYNC Timing Synchronization failure issue

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:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/80b401c49de10c9f26a82a535f39b0477a...

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.

0 Kudos
Reply
ajp558
  • 4
  • 0
  • 0
Tuning in
195 Views
Message 4 of 7
Flag for a moderator

Re: RCS Partial Service/ SYNC Timing Synchronization failure issue

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;

 

0 Kudos
Reply
Andrew-G
  • 6.13K
  • 1.08K
  • 2.6K
Very Insightful Person
Very Insightful Person
184 Views
Message 5 of 7
Flag for a moderator
Helpful Answer

Re: RCS Partial Service/ SYNC Timing Synchronization failure issue

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.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

ajp558
  • 4
  • 0
  • 0
Tuning in
169 Views
Message 6 of 7
Flag for a moderator

Re: RCS Partial Service/ SYNC Timing Synchronization failure issue

That's great, many thanks for your advice and help.

0 Kudos
Reply
Alex_RM
  • 4.3K
  • 247
  • 327
Forum Team
Forum Team
102 Views
Message 7 of 7
Flag for a moderator
Helpful Answer

Re: RCS Partial Service/ SYNC Timing Synchronization failure issue

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