SYNC Timing Synchronization failure - Loss of Sync & RCS Partial Service

[Nickhsho]

Hi, my hub3 modem reported RCS Partial Service & SYNC Timing Synchronization failure - Loss of Sync, my internet connection is very unstable, connection lost multiple times within an hour. Would you please help to investigate?

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	203000000	Locked
Ranged Upstream Channel (Hz)	60300000	Locked
Provisioning State	Online

Upstream bonded channels

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

1	60300000	39.5	5120	64 qam	1
2	53700000	39.8	5120	64 qam	2
3	46199941	40.5	5120	64 qam	3
4	39400000	42	5120	64 qam	4

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	1	0

Network Log

Time	Priority	Description
30/06/2022 12:38:33	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 12:37:37	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 12:36:27	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 12:35:9	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 12:33:57	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 12:33:38	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 12:09:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 12:07:1	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 11:49:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 11:48:58	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 11:39:57	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 11:39:6	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 10:41:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 10:33:14	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 10:05:33	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 10:04:54	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 09:37:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 09:37:49	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 09:35:43	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 09:35:30	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Nickhsho]

Downstream bonded channels

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

1	203000000	13.6	40	256 qam	9
2	211000000	13.5	40	256 qam	10
3	219000000	13.5	40	256 qam	11
4	227000000	13.5	40	256 qam	12
5	235000000	13.3	40	256 qam	13
6	243000000	12.5	40	256 qam	14
7	251000000	12.1	40	256 qam	15
8	259000000	12.1	40	256 qam	16
9	267000000	12.3	40	256 qam	17
10	275000000	12.4	40	256 qam	18
11	283000000	12.9	40	256 qam	19
12	291000000	13.1	40	256 qam	20
13	299000000	13.6	40	256 qam	21
14	307000000	13.3	40	256 qam	22
15	315000000	13.4	40	256 qam	23
16	323000000	13.6	40	256 qam	24
17	331000000	14	40	256 qam	25
18	339000000	14.1	40	256 qam	26
19	347000000	14.4	40	256 qam	27
20	355000000	14.5	40	256 qam	28
21	363000000	14.5	40	256 qam	29
22	371000000	14.6	40	256 qam	30
23	379000000	15	40	256 qam	31
24	387000000	15.4	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.9	220373	303542
2	Locked	40.3	214046	304318
3	Locked	40.3	196801	294258
4	Locked	40.3	177042	263955
5	Locked	40.3	158983	207962
6	Locked	40.3	158497	146314
7	Locked	40.3	170062	124866
8	Locked	40.3	189164	136766
9	Locked	40.3	207444	170285
10	Locked	40.9	208919	219230
11	Locked	40.9	195711	254690
12	Locked	40.3	171272	277825
13	Locked	40.3	145281	268126
14	Locked	40.3	116311	238894
15	Locked	40.3	99409	197277
16	Locked	40.9	87058	158279
17	Locked	40.9	83621	122198
18	Locked	40.3	84612	94173
19	Locked	40.9	87900	78365
20	Locked	40.9	90959	80046
21	Locked	40.9	95348	94980
22	Locked	40.9	96477	129648
23	Locked	40.3	96883	164659
24	Locked	40.3	90387	192805

[Roger_Gooner]

Call the service status line (0800 5610061) to see if there is a fault in your area. If no problem is reported power off your hub, check that all cable connections are tight between hub and wall socket and power on. Repost your stats and log after a day.

[Kain_W]

Hi there Nickhsho,

Thanks for your post and welcome back to the community.

Really sorry about the issues faced, from checking our service everything seems to be in spec, are you still facing issues?

Let us know,

[Nickhsho]

Hi Kain,

thanks for looking into the case, yes we are still facing the issue.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/745cead424a641b440859613dc0f375c95...

thanks a lot in advance 

[John_GS]

Hello Nickhsho

Thanks for coming back to the thread.

You need a tech visit as all your downstream power levels are out of spec.

I'll send you a PM now to book this in.

Best,

[John_GS]

Hi @Nickhsho

Thanks for joining me on PM. I have now booked you a visit for the downstream channels – you can check the date and time via your online account here - virg,in/myVM. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment