RSC Partial Service & SYNC Timing Synchronization failure

[Samein]

Hello,
I have been receiving random internet disconnects around 6-15 times a day since September 2021.
These last for between 10 seconds and 2 minutes

Network Log is giving error messages of RCS Partial Service & SYNC Timing Synchronization failure.

I have been on the live chat and phone support who have attempted to fix the issue. However they one run me through the standard script to attempt a fix even after mentioning this has been done before.

Steps taken:
- Factory Reset of Hub 3.
- Unplugging and reseting all cabling.
- Receiving updated signals from support agents.
- Receiving firmware updates from support agents.

Would anyone on here be able to assist with this error.

[Samein]

Network Log

25/01/2022 22:09:26	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2022 22:09:25	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2022 21:23:17	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2022 21:23:9	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2022 21:23:9	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2022 21:22:3	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2022 21:22:3	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2022 21:22:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2022 20:34:32	notice	Unit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2022 20:33:50	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2022 20:20:51	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2022 20:20:48	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2022 20:20:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2022 20:20:38	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2022 20:20:36	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2022 20:20:36	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2022 20:20:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2022 20:20:31	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2022 19:58:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2022 19:58:14	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Samein]

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	139000000	4.3	40	256 qam	1
2	147000000	4.3	40	256 qam	2
3	155000000	4	40	256 qam	3
4	163000000	4	40	256 qam	4
5	171000000	4	40	256 qam	5
6	179000000	3.7	40	256 qam	6
7	187000000	3.5	40	256 qam	7
8	195000000	3.4	40	256 qam	8
9	203000000	3	40	256 qam	9
10	211000000	2.9	40	256 qam	10
11	219000000	2.7	40	256 qam	11
12	227000000	2.7	40	256 qam	12
13	235000000	2.5	40	256 qam	13
14	243000000	2.2	40	256 qam	14
15	251000000	2	40	256 qam	15
16	259000000	2	40	256 qam	16
17	267000000	2.2	40	256 qam	17
18	275000000	1.9	40	256 qam	18
19	283000000	1.9	40	256 qam	19
20	291000000	1.7	40	256 qam	20
21	299000000	2	40	256 qam	21
22	307000000	2	40	256 qam	22
23	315000000	2	40	256 qam	23
24	323000000	2	40	256 qam	24

[Samein]

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.3	1429942	9651
2	Locked	40.9	1433309	10128
3	Locked	40.3	1550857	9481
4	Locked	40.9	1600080	10235
5	Locked	40.9	1735037	9390
6	Locked	40.9	1769058	9416
7	Locked	40.9	1680426	9000
8	Locked	40.9	1743856	9093
9	Locked	40.3	1910211	9095
10	Locked	40.3	2028324	9044
11	Locked	40.9	1910235	9667
12	Locked	40.3	2080345	9850
13	Locked	40.3	2172812	9427
14	Locked	40.3	2147360	9236
15	Locked	40.3	2228891	8599
16	Locked	40.3	2234855	8951
17	Locked	40.3	2363298	8912
18	Locked	40.9	2574612	8978
19	Locked	40.9	2782081	9378
20	Locked	40.9	3280890	9715
21	Locked	40.3	3695972	10191
22	Locked	40.9	3655745	9643
23	Locked	40.9	4081093	9702
24	Locked	40.3	4507070	10093

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	32600019	48.8	5120	64 qam	9
2	39400000	49	5120	64 qam	4
3	46200000	49	5120	64 qam	3
4	25800228	48.5	5120	64 qam	10

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

Any other information required please let me know

[Tudor]

Horrendous Pre & Post error counts, but that said they are since the hub was last power cycled. So switch it off and on then after a couple of hours post a new set of figures. This will show the current situation. Then after a further few hours post another set. We can then see if a trend exists.

[Samein]

Hello Tudor,
Thank you for the quick response.

Power cycled on the router at 8:23am
No dopping in an our just yet but see below for the Pre and Post error counts as of 12:33

Downstream bonded channels

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

1	Locked	40.9	110	29
2	Locked	40.9	96	30
3	Locked	40.9	110	31
4	Locked	40.3	108	31
5	Locked	40.9	112	31
6	Locked	40.9	109	30
7	Locked	40.9	93	30
8	Locked	40.9	98	29
9	Locked	40.9	91	32
10	Locked	40.9	95	30
11	Locked	40.9	98	29
12	Locked	40.3	96	31
13	Locked	40.3	94	31
14	Locked	40.9	100	30
15	Locked	40.3	97	30
16	Locked	40.3	102	32
17	Locked	40.9	97	31
18	Locked	40.3	93	31
19	Locked	40.9	92	32
20	Locked	40.3	96	32
21	Locked	40.9	96	32
22	Locked	40.9	93	30
23	Locked	40.9	92	32
24	Locked	40.3	93	30

[Tudor]

That’s far too many error in that short period, you probably need a technician’s visit to rectify.

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page http://www.virginmedia.com/servicechecker

If no faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait a day or two for a VM staff member to get to your post.

[Samein]

Thank you Tudor, no area issues
I will try the customer support again but I have lost count how many times I have I have been on the phone.

Otherwise I'll just have to wait to see when this post is picked up.

Thank you again!

[Samein]

Phone support just asking me to do the same things again and again, and keep saying come back after 24 hours.
Will have to wait for the Forum Team to take a look.

Updated stats from 9:00

Network Log

Time Priority Description

28/01/2022 08:59:26	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2022 08:59:25	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2022 08:58:19	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2022 08:58:19	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2022 08:52:34	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2022 08:52:34	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2022 07:59:9	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2022 07:59:9	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2022 03:18:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2022 03:18:6	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2022 00:13:34	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2022 00:13:32	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2022 00:13:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2022 00:13:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/01/2022 23:53:28	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/01/2022 23:53:28	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Samein]

Downstream bonded channels

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

1	Locked	40.9	46318	59831
2	Locked	40.3	44522	57766
3	Locked	40.3	42184	56031
4	Locked	40.3	40323	55151
5	Locked	40.3	39741	55195
6	Locked	40.3	40457	55441
7	Locked	40.9	43514	58513
8	Locked	40.3	48790	60459
9	Locked	40.3	51696	61541
10	Locked	40.3	51722	62442
11	Locked	40.9	51889	62333
12	Locked	40.3	49237	60428
13	Locked	40.9	48751	58882
14	Locked	40.9	49551	59425
15	Locked	40.3	49666	61106
16	Locked	40.9	53590	63692
17	Locked	40.9	54051	63757
18	Locked	40.3	52863	63395
19	Locked	40.3	50284	61714
20	Locked	40.3	45030	57612
21	Locked	40.3	50950	61416
22	Locked	40.9	51941	62285
23	Locked	40.9	52179	61824
24	Locked	40.9	49414	58533