Connection drops - RCS Partial Service and SYNC Timing Syncronization Failure

[DM101]

Hi all,

I have been having random disconnects throughout the day for about 30 seconds each time. After talking to Virgin Support they sent out an engineer who replaced everything possible that he could. The Router, the cable to the wall, the box on the wall, the connections outside and connections at the box on the street. 

The engineer also showed me a speed test where I was getting my expected download and upload speeds once he had completed the work. 

Unfortunately nothing has changed and I am still getting random disconnects. And now to make it worse, today I am only seeing download speeds of 30mbps per second instead of the 365 that was shown on the engineer visit. 

Looking at the network log for the router I see the below errors, of RCS Partial and Sync Timing. has anyone else see this problem even after a full fresh replacement of all hardware involved?

21/07/2021 12:52:34	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 12:44:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 12:42:51	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 12:27:33	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 12:27:33	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 12:09:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 12:09:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 12:08:19	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 12:07:7	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 12:07:7	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 12:03:26	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 12:03:26	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 12:01:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 12:01:35	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 11:28:47	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 11:28:47	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 11:28:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 08:57:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 13:45:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 13:45:30	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[lotharmat]

Post up the rest of the hub stats - see if we can spot anything amiss!

[DM101]

Hi Lotharmat,

Thanks for the reply 🙂

Acquired Downstream Channel (Hz)	474250000	Locked
Ranged Upstream Channel (Hz)	46200000	Locked
Provisioning State	Online

Downstream bonded channels

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

1	474250000	-9	38	256 qam	9
2	482250000	-8.9	37	256 qam	10
3	490250000	-8.7	37	256 qam	11
4	498250000	-8.5	38	256 qam	12
5	506250000	-7.7	38	256 qam	13
6	514250000	-7.5	38	256 qam	14
7	522250000	-8	37	256 qam	15
8	530250000	-8.2	37	256 qam	16
9	538250000	-8.5	37	256 qam	17
10	546250000	-8.2	38	256 qam	18
11	554250000	-8	38	256 qam	19
12	562250000	-7.7	38	256 qam	20
13	570250000	-8	38	256 qam	21
14	578250000	-8.5	37	256 qam	22
15	586250000	-8.7	38	256 qam	23
16	594250000	-8.2	38	256 qam	24
17	658250000	-8.7	37	256 qam	25
18	666250000	-9	37	256 qam	26
19	674250000	-9.7	37	256 qam	27
20	682250000	-9.2	37	256 qam	28
21	690250000	-8	37	256 qam	29
22	698250000	-7.7	38	256 qam	30
23	706250000	-8.2	37	256 qam	31
24	714250000	-8.9	37	256 qam	32

Downstream bonded channels

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

1	Locked	38.6	2620	3793
2	Locked	37.6	2226	3441
3	Locked	37.6	2050	4443
4	Locked	38.6	1823	5651
5	Locked	38.6	1718	6275
6	Locked	38.6	1589	4625
7	Locked	37.6	1446	4295
8	Locked	37.6	1455	4678
9	Locked	37.6	1403	5053
10	Locked	38.6	1341	6832
11	Locked	38.6	1258	6000
12	Locked	38.6	1214	4226
13	Locked	38.6	1097	6628
14	Locked	37.6	1015	4198
15	Locked	38.9	944	5236
16	Locked	38.6	904	4446
17	Locked	37.6	703	4741
18	Locked	37.3	681	5833
19	Locked	37.3	636	5022
20	Locked	37.3	659	5805
21	Locked	37.6	653	5291
22	Locked	38.6	531	5812
23	Locked	37.6	597	5749
24	Locked	37.3	517	4266

Upstream bonded channels

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

1	46200000	46.8	5120	64 qam	1
2	25800000	45.5	5120	64 qam	4
3	32600000	45.5	5120	64 qam	3
4	39400000	46	5120	64 qam	2

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

[jem101]

Your power levels and hence signal strength are too low, you'll need another engineer visit and if you're lucky they may send one who actually knows what to look for!

[DM101]

Interestingly I have just been on the webchat with Virgin and described my issue. 

No fix has been completed yet but my downstream power levels have changed to this:

Downstream bonded channels

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

1	474250000	3.2	40	256 qam	9
2	482250000	3	40	256 qam	10
3	490250000	3.2	40	256 qam	11
4	498250000	3.4	40	256 qam	12
5	506250000	4	40	256 qam	13
6	514250000	4	40	256 qam	14
7	522250000	3.2	38	256 qam	15
8	530250000	3	38	256 qam	16
9	538250000	2.9	40	256 qam	17
10	546250000	3.2	40	256 qam	18
11	554250000	3.5	38	256 qam	19
12	562250000	3.9	38	256 qam	20
13	570250000	3.5	38	256 qam	21
14	578250000	3	38	256 qam	22
15	586250000	3	40	256 qam	23
16	594250000	3.7	38	256 qam	24
17	658250000	4.3	38	256 qam	25
18	666250000	4.4	38	256 qam	26
19	674250000	4	38	256 qam	27
20	682250000	4.4	38	256 qam	28
21	690250000	5.3	38	256 qam	29
22	698250000	5.6	40	256 qam	30
23	706250000	5.1	38	256 qam	31
24	714250000	4.6	38	256 qam	32

Is this more like what I should be seeing? 

[MyATD]

DS levels look all good now. There may have been a network outage/fault which has been rectified. Keep this post updated for any further issues 

[DM101]

Logged in to start work this morning and am still getting network drops. Checked the router logs again to find the Power levels to be too low again:

Downstream bonded channels

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

1	474250000	-9	38	256 qam	9
2	410250000	-8.7	37	256 qam	1
3	418250000	-9.2	37	256 qam	2
4	426250000	-9.4	37	256 qam	3
5	434250000	-9.5	37	256 qam	4
6	442250000	-9.2	37	256 qam	5
7	450250000	-9.4	37	256 qam	6
8	458250000	-9.2	37	256 qam	7
9	466250000	-9.2	37	256 qam	8
10	482250000	-8.9	37	256 qam	10
11	490250000	-8.5	37	256 qam	11
12	498250000	-8.4	38	256 qam	12
13	506250000	-7.7	38	256 qam	13
14	514250000	-7.5	38	256 qam	14
15	522250000	-8	38	256 qam	15
16	530250000	-8.2	38	256 qam	16
17	538250000	-8.4	37	256 qam	17
18	546250000	-8.2	38	256 qam	18
19	554250000	-7.9	38	256 qam	19
20	562250000	-7.5	38	256 qam	20
21	570250000	-7.9	38	256 qam	21
22	578250000	-8.5	37	256 qam	22
23	586250000	-8.7	38	256 qam	23
24	594250000	-8.2	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.6	375	623
2	Locked	37.6	494	833
3	Locked	37.6	480	1175
4	Locked	37.6	434	861
5	Locked	37.6	421	1419
6	Locked	37.6	412	1141
7	Locked	37.6	374	996
8	Locked	37.3	386	684
9	Locked	37.6	381	775
10	Locked	37.6	309	1244
11	Locked	37.6	354	690
12	Locked	38.6	283	754
13	Locked	38.6	301	809
14	Locked	38.6	293	760
15	Locked	38.6	272	772
16	Locked	38.9	288	679
17	Locked	37.3	282	661
18	Locked	38.6	254	746
19	Locked	38.6	252	819
20	Locked	38.6	248	744
21	Locked	37.6	228	1110
22	Locked	37.6	231	676
23	Locked	38.6	230	750
24	Locked	38.6	215	691

Looks like I will have to get on to Virgin Support chat again 😞

[DM101]

Logged into work today and still getting disconnects. And the power levels are through the floor. 

Been trying to talk to virgin support on the chat but all the agent wants to do is sell me WiFi pods and won't listen to reason. 

Finally got him to send an engineer out. Let's hope its a good one. 

Downstream bonded channels

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

1	474250000	-9	38	256 qam	9
2	410250000	-9	37	256 qam	1
3	418250000	-9.4	37	256 qam	2
4	426250000	-9.5	37	256 qam	3
5	434250000	-9.5	37	256 qam	4
6	442250000	-9.2	37	256 qam	5
7	450250000	-9.4	37	256 qam	6
8	458250000	-9.2	37	256 qam	7
9	466250000	-9.2	37	256 qam	8
10	482250000	-9	37	256 qam	10
11	490250000	-8.7	37	256 qam	11
12	498250000	-8.4	38	256 qam	12
13	506250000	-7.7	38	256 qam	13
14	514250000	-7.5	38	256 qam	14
15	522250000	-8	38	256 qam	15
16	530250000	-8.2	37	256 qam	16
17	538250000	-8.5	37	256 qam	17
18	546250000	-8.2	37	256 qam	18
19	554250000	-8	37	256 qam	19
20	562250000	-7.7	38	256 qam	20
21	570250000	-8	37	256 qam	21
22	578250000	-8.5	37	256 qam	22
23	586250000	-8.7	38	256 qam	23
24	594250000	-8.2	38	256 qam	24

[Ashleigh_C]

Hi there @DM101

Thank you so much for your post and I am so sorry to see you are having these issues! 

I have been unable to locate your account via your Forum details, so I am going to shoot you a PM now so we can look into this together this. Please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message.

Thank you.