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OfficialPerky
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RCS Partial Service & Loss of Sync

Hi all

Long-term VM customer. Recently started having the dreaded RCS Partial Service and Loss of Sync around 6 to 8 weeks ago. I have made numerous calls, had an engineer out to check the connection to my home, had two engineer callouts to check two cabinets in the street which have both had some form of upgrade. 

My friend in the street is also having the same level of dropouts I am, but at different times of the day. 

I am due to receive another callback from their head office on Thursday. I am hoping that someone might have some sort of idea into what might be causing these issues given I have had engineers check my home, and the two cabinets in the street, and that my friend has the same problem on the same cabinet connections.

I've registered with thinkbroadband to setup one of those graphs and will post this when I get 24 hours worth of data. 

Anyway, here's the router stats:

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
331000000
Locked
Ranged Upstream Channel (Hz)
60300292
Locked

Time Priority Description

12/07/2021 21:24:33noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 21:22:59criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 18:49:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 18:49:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 17:01:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 17:01:0criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 12:59:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 12:59:5noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 11:26:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 09:55:42criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 09:53:40Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 09:53:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 09:53:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 09:53:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 09:21:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 09:17:22ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 08:39:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 08:39:19criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 06:21:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

My Broadband Ping - OfficialPerky
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OfficialPerky
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Message 2 of 7
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Re: RCS Partial Service & Loss of Sync

Downstream bonded channels

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

1331000000538256 qam25
22030000003.738256 qam9
32110000003.738256 qam10
42190000003.938256 qam11
52270000003.738256 qam12
6235000000438256 qam13
72430000003.938256 qam14
8251000000438256 qam15
92590000004.138256 qam16
102670000004.538256 qam17
112750000004.438256 qam18
122830000004.538256 qam19
132910000004.638256 qam20
142990000005.138256 qam21
153070000005.138256 qam22
163150000005.138256 qam23
17323000000537256 qam24
183390000004.938256 qam26
193470000004.938256 qam27
20355000000538256 qam28
213630000004.938256 qam29
223710000004.838256 qam30
233790000004.838256 qam31
243870000004.838256 qam32



Downstream bonded channels

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

1Locked38.63123456
2Locked38.63053499
3Locked38.63283311
4Locked38.93003215
5Locked38.63223353
6Locked38.62873582
7Locked38.62753377
8Locked38.62693410
9Locked38.62783368
10Locked38.62973522
11Locked38.63033307
12Locked38.62913033
13Locked38.63223140
14Locked38.62963235
15Locked38.92973315
16Locked38.63092936
17Locked37.63383117
18Locked38.63263231
19Locked38.63123298
20Locked38.63023430
21Locked38.93173138
22Locked38.62982844
23Locked38.63193020
24Locked38.62872808

 

 

Upstream bonded channels

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

16030029246.5512064 qam1
24620000045.5512064 qam3
35370000045.8512064 qam2
43940000045512064 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA000

0

 

 

My Broadband Ping - OfficialPerky
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lotharmat
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Message 3 of 7
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Re: RCS Partial Service & Loss of Sync

Power levels and SNR look ok.

Log does not - lots of issues maintaining a connection to the CMTS possibly due to noise ingress!

From where - VM would need to investigate!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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OfficialPerky
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Re: RCS Partial Service & Loss of Sync

Thanks for the response! 

As I said yesterday, they have checked the local cab, and the one feeding it. There's a main cab even further down the road which is the next possible step. Engineers have had good tests out of both cabinets but obviously, when it's good it's great. Even after 14 hours with the thinkBroadband quality test, you can see the spikes. 

Head office will be calling on Thursday and I will have to break the bad news that our who street is still getting these dropouts. 
My Broadband Ping - OfficialPerky
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OfficialPerky
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Re: RCS Partial Service & Loss of Sync

Still not resolved:

 

Network Log

Time Priority Description

15/07/2021 13:55:14noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 13:45:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 13:33:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 12:55:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 09:56:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 09:56:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 09:12:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 09:12:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 06:19:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 05:52:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 05:25:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 05:11:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 04:52:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 04:52:14criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 00:15:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 00:07:18criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 20:42:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 20:00:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 08:11:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 08:07:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
My Broadband Ping - OfficialPerky
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jbrennand
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Re: RCS Partial Service & Loss of Sync

Have you called it in as a fault and what did they say ?

--------------------
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.
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Megan_L
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Re: RCS Partial Service & Loss of Sync

Hi OfficialPerky, 

Thanks for posting about this issue with your broadband on our forums, I am sorry you're having this problem which is causing some frustration for you!

I have already checked your services and can see you have an open complaint with the CEO complaints team about this, they are dealing with it on their end and have spoken to you today. 

As a team that has more jurisdiction than us is already dealing with it, I feel it would be best to let them handle things in order to avoid any confusion or mixed messages from both teams. 

I can see they are actively investigating this issue for you and will be continuing to keep in touch.

I wish you the best of luck with this. Please keep in mind that if they come to a resolution and you do not want to agree to it, you can ask to escalate your case. For more information about what this means and where it might go, please have a read of our complaints ownership process here.

Thanks,

Megan_L

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