Sync Timing Sync failure and RCS Partial Service

[nixsbee]

Hi

We are on M250 broadband, and it's been really great, but the last couple of weeks have seen lots of lag, disconnects, buffering. These last couple of days have been even worse.
This is even when wired directly.
Router log shows very frequent (now every minute) "Sync Timing" and "RCS Partial Service" errors. A full 10min reboot can very temporarily make it better.
The way forward seems to be to post here, and I very much hope that an expert can help me!
Thank you so much!

Here is a sample of the errors, I can post more if required:

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 172824 733210
2 Locked 40.3 192346 797099
3 Locked 40.3 184638 807582
4 Locked 40.9 180804 806294
5 Locked 40.3 194480 783932
6 Locked 40.9 182869 796703
7 Locked 40.3 191949 788481
8 Locked 40.3 184359 811351

27/09/2024 08:07:28 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2024 08:07:23 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2024 08:06:30 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2024 08:06:25 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

We need to seee the full connection dataset - can you do this...

_________

First, have you checked for any “known network faults in your location? - Look in 2 places

1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)

2) Then also Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

If nothing shows,

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL type in 192.168.0.1 if in router mode or 192.168.100.1 if in modem mode. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality

[nixsbee]

Thank you so much for this John.
There have been no listed faults in our area (website or phoneline you mention), and I've had a Think Broadband monitor running showing up to 50% dropped packets.
2-3hrs patiently by me on the online chat and an engineer is arriving on monday (today is friday).
Thanks again!

[nixsbee]

Final update from me, for anyone reading this in the future.

The errors I was having in the router logs were always going to need an engineer to visit and diagnose, and that's what happened today.

He said that we had an "old setup" with the "ONU" installed on the wall outside, he replaced the outside brown box with a smaller ONU white box inside, then changed our Hub 3 for a Hub 5. All the cables and fibre were checked and found to be good.

Interesting. The old router was very hot to the touch (he commented on it), so this seems the right way forward, and now we've got even faster WiFi 6, and all seems to be well.

Thanks.

[Sephiroth]

Fascinating:  FTTP -->  ONU --> Coax --> Hub 3!  Anyway, you saved yourself a potential fire risk by having the Hub 3 replaced.

[Matthew_ML]

Hey nixsbee, thank you for reaching out and I am sorry to hear this. 

However I now glad everything is working as it should be for you.

Any future issues do let us know.