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benjehcox
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Lost MDD, RCS Partial Service, SYNC Timing Synchronization failure

Been having connection issues for about 2 months since our hub was installed which sees the broadband connection dropping out and then our hub restarting. The broadband light will then continue to flash green for about 10 minutes and then everything is fine. This usually happens at least 4 times a day and is becoming increasing frustrating as both service status and tests come up as functioning correctly. Have tightened most coaxial cables that I have access to.

From similar posts I've seen it seems an engineer is required but feel like this is worth posting here first in case.

Network Log

Time Priority Description

2018-11-05 21:09:05.00Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-05 21:09:05.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-05 21:09:09.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-05 21:09:09.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-05 21:09:39.00criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-05 21:18:53.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-05 21:19:01.00Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-05 21:19:04.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-05 21:19:08.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-05 21:19:11.00Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-05 21:19:11.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-05 21:19:14.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-05 21:19:14.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-05 21:19:17.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-05 21:19:18.00Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-05 21:19:23.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-05 21:19:24.00Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-05 21:19:25.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-05 21:19:26.00Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-05 21:19:31.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels

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

1323000000-2.938256 qam24
2315000000-338256 qam23
3307000000-2.238256 qam22
4299000000-2.937256 qam21
5291000000-2.237256 qam20
6283000000-238256 qam19
7275000000-238256 qam18
8267000000-1.538256 qam17
9259000000-1.538256 qam16
10251000000-1.738256 qam15
11243000000-2.238256 qam14
12235000000-1.938256 qam13
13227000000-1.436256 qam12
14219000000-0.733256 qam11
15211000000-0.738256 qam10
16203000000-0.240256 qam9
171950000000.240256 qam8
181870000000.440256 qam7
191790000000.440256 qam6
201710000000.540256 qam5
211630000000.538256 qam4
221550000000.540256 qam3
231470000000.940256 qam2
241390000001.540256 qam1

 

Upstream bonded channels

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

13940000040.5512064 qam2
22580000039512064 qam4
33260000040.5512064 qam3
44620000042512064 qam1
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Very Insightful Person
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Message 2 of 6
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Re: Lost MDD, RCS Partial Service, SYNC Timing Synchronization failure

You've one channel out of spec, normally HUB would be happy enough with that, but judging by your network logs, yours aint.

Ill flag for staff to run some tests their side.

 

As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.

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Forum Team (Retired) Samantha_L
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Message 3 of 6
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Helpful Answer

Re: Lost MDD, RCS Partial Service, SYNC Timing Synchronization failure

Hi benjehcox,

 

Welcome to the community and thanks for posting.

 

Sorry to read you are experiencing intermittent broadband connection.

 

As Kippies mentioned there is an issue with the Modem SNR on one of the downstream channels. For this I can arrange an engineer appointment for you and have sent you a PM (purple envelope icon, right corner) with some details for you to confirm please.

 

Speak soon
Sam


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DreamRJ
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Message 4 of 6
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Re: Lost MDD, RCS Partial Service, SYNC Timing Synchronization failure

I too have this very exact issue and exactly the same error messages as well in my router status screen.

This has been on and off for the last 2 weeks. Sick of dealing with faults team as they never ever fix it. Sick of paying for a service that is now not stable what so ever.

Currently on the phone to retention's as I think I will be telling them I am leaving.

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iamwill
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Re: Lost MDD, RCS Partial Service, SYNC Timing Synchronization failure

Same issue here.  Sick of wasting time with support.

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Re: Lost MDD, RCS Partial Service, SYNC Timing Synchronization failure

Hello Iamwill, 

 

Can I just confirm, are you seeing the same test results as Benjehcox? 

 

If unable to run these but experiencing the same kind of issues, are you experiencing these issues through both wired and wireless devices?

 

Thank you, Emily

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