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DM101
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Connection drops - RCS Partial Service and SYNC Timing Syncronization Failure

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 12:52:34noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 12:44:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 12:42:51noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 12:27:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 12:27:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 12:09:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 12:09:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 12:08:19noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 12:07:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 12:07:7criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 12:03:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 12:03:26criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 12:01:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 12:01:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 11:28:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 11:28:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 11:28:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 08:57:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 13:45:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 13:45:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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lotharmat
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Message 2 of 9
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Re: Connection drops - RCS Partial Service and SYNC Timing Syncronization Failure

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



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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DM101
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Re: Connection drops - RCS Partial Service and SYNC Timing Syncronization Failure

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

1474250000-938256 qam9
2482250000-8.937256 qam10
3490250000-8.737256 qam11
4498250000-8.538256 qam12
5506250000-7.738256 qam13
6514250000-7.538256 qam14
7522250000-837256 qam15
8530250000-8.237256 qam16
9538250000-8.537256 qam17
10546250000-8.238256 qam18
11554250000-838256 qam19
12562250000-7.738256 qam20
13570250000-838256 qam21
14578250000-8.537256 qam22
15586250000-8.738256 qam23
16594250000-8.238256 qam24
17658250000-8.737256 qam25
18666250000-937256 qam26
19674250000-9.737256 qam27
20682250000-9.237256 qam28
21690250000-837256 qam29
22698250000-7.738256 qam30
23706250000-8.237256 qam31
24714250000-8.937256 qam32



Downstream bonded channels

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

1Locked38.626203793
2Locked37.622263441
3Locked37.620504443
4Locked38.618235651
5Locked38.617186275
6Locked38.615894625
7Locked37.614464295
8Locked37.614554678
9Locked37.614035053
10Locked38.613416832
11Locked38.612586000
12Locked38.612144226
13Locked38.610976628
14Locked37.610154198
15Locked38.99445236
16Locked38.69044446
17Locked37.67034741
18Locked37.36815833
19Locked37.36365022
20Locked37.36595805
21Locked37.66535291
22Locked38.65315812
23Locked37.65975749
24Locked37.35174266

 

Upstream bonded channels

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

14620000046.8512064 qam1
22580000045.5512064 qam4
33260000045.5512064 qam3
43940000046512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 

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jem101
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Message 4 of 9
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Re: Connection drops - RCS Partial Service and SYNC Timing Syncronization Failure

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!

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DM101
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Re: Connection drops - RCS Partial Service and SYNC Timing Syncronization Failure

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

14742500003.240256 qam9
2482250000340256 qam10
34902500003.240256 qam11
44982500003.440256 qam12
5506250000440256 qam13
6514250000440256 qam14
75222500003.238256 qam15
8530250000338256 qam16
95382500002.940256 qam17
105462500003.240256 qam18
115542500003.538256 qam19
125622500003.938256 qam20
135702500003.538256 qam21
14578250000338256 qam22
15586250000340256 qam23
165942500003.738256 qam24
176582500004.338256 qam25
186662500004.438256 qam26
19674250000438256 qam27
206822500004.438256 qam28
216902500005.338256 qam29
226982500005.640256 qam30
237062500005.138256 qam31
247142500004.638256 qam32

 

Is this more like what I should be seeing? 

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MyATD
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Re: Connection drops - RCS Partial Service and SYNC Timing Syncronization Failure

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 

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DM101
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Re: Connection drops - RCS Partial Service and SYNC Timing Syncronization Failure

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

1474250000-938256 qam9
2410250000-8.737256 qam1
3418250000-9.237256 qam2
4426250000-9.437256 qam3
5434250000-9.537256 qam4
6442250000-9.237256 qam5
7450250000-9.437256 qam6
8458250000-9.237256 qam7
9466250000-9.237256 qam8
10482250000-8.937256 qam10
11490250000-8.537256 qam11
12498250000-8.438256 qam12
13506250000-7.738256 qam13
14514250000-7.538256 qam14
15522250000-838256 qam15
16530250000-8.238256 qam16
17538250000-8.437256 qam17
18546250000-8.238256 qam18
19554250000-7.938256 qam19
20562250000-7.538256 qam20
21570250000-7.938256 qam21
22578250000-8.537256 qam22
23586250000-8.738256 qam23
24594250000-8.238256 qam24



Downstream bonded channels

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

1Locked38.6375623
2Locked37.6494833
3Locked37.64801175
4Locked37.6434861
5Locked37.64211419
6Locked37.64121141
7Locked37.6374996
8Locked37.3386684
9Locked37.6381775
10Locked37.63091244
11Locked37.6354690
12Locked38.6283754
13Locked38.6301809
14Locked38.6293760
15Locked38.6272772
16Locked38.9288679
17Locked37.3282661
18Locked38.6254746
19Locked38.6252819
20Locked38.6248744
21Locked37.62281110
22Locked37.6231676
23Locked38.6230750
24Locked38.6215691

 

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

 

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DM101
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Re: Connection drops - RCS Partial Service and SYNC Timing Syncronization Failure

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

1474250000-938256 qam9
2410250000-937256 qam1
3418250000-9.437256 qam2
4426250000-9.537256 qam3
5434250000-9.537256 qam4
6442250000-9.237256 qam5
7450250000-9.437256 qam6
8458250000-9.237256 qam7
9466250000-9.237256 qam8
10482250000-937256 qam10
11490250000-8.737256 qam11
12498250000-8.438256 qam12
13506250000-7.738256 qam13
14514250000-7.538256 qam14
15522250000-838256 qam15
16530250000-8.237256 qam16
17538250000-8.537256 qam17
18546250000-8.237256 qam18
19554250000-837256 qam19
20562250000-7.738256 qam20
21570250000-837256 qam21
22578250000-8.537256 qam22
23586250000-8.738256 qam23
24594250000-8.238256 qam24
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Ashleigh_C
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Re: Connection drops - RCS Partial Service and SYNC Timing Syncronization Failure

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.

Ash_C
Forum Team



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