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)
Ranged Upstream Channel (Hz)
Time Priority Description
LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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.
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.
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.