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Lost MDD Timeout RCS Partial Service SYNC Timing Synchronization failure

Been on Virgin just a couple of weeks and am getting lots of connection issues
The modem logs show many: Lost MDD Timeout & RCS Partial Service & SYNC Timing Synchronization failure
Have called service and they said it was the modem and that another would be in the post.
This is a HUB 3
However there are lots and lots of tickets, very similar issues, where it appears to be line/fibre issues.
They say "Solved" but there's no text to see how or what fixed it.
Is this the modem or the line into it ?
Any help very much appreciated. Chris

16/01/2020 17:28:2
Warning!
Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2020 17:28:4
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2020 17:28:20
critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2020 17:28:21
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2020 17:28:33
critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2020 17:28:33
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2020 17:28:37
critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2020 17:28:38
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2020 17:28:47
critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2020 17:28:47
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2020 17:28:57
critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2020 17:28:57
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2020 17:29:7
critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2020 17:29:8
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2020 17:29:13
critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2020 17:29:13
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2020 17:29:17
critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2020 17:29:20
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2020 17:29:38
critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2020 17:29:39
Warning!
RCS Partial Service;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

1226750000-4.233256 qam12
2218750000-424256 qam11
3234750000-3.240256 qam13
4242750000-340256 qam14
5250750000-240256 qam15
6258750000-1.740256 qam16
7266750000-3.540256 qam17
8274750000-3.738256 qam18
9282750000-4.538256 qam19
10290750000-5.238256 qam20
11298750000-340256 qam21
12306750000-338256 qam22
13314750000-2.538256 qam23
14322750000-1.440256 qam24
15402750000-2.538256 qam25
16410750000-3.438256 qam26
17418750000-4.238256 qam27
18426750000-3.740256 qam28
19434750000-4.438256 qam29
20442750000-4.238256 qam30
21450750000-438256 qam31
22458750000-538256 qam32
23466750000-4.738256 qam33
24474750000-5.736256 qam34



Downstream bonded channels

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

1Locked33.3145653068473785
2Locked24.710726661262827910
3Locked40.33704137
4Locked40.3216767
5Locked40.3106749
6Locked40.375159
7Locked40.363562
8Locked38.621952
9Locked38.923359
10Locked38.92942
11Locked40.331750
12Locked38.929742
13Locked38.938561
14Locked40.336958
15Locked38.91425
16Locked38.611549
17Locked38.923361
18Locked40.339160
19Locked38.635316758
20Locked38.620443
21Locked38.92420
22Locked38.62825
23Locked38.61100
24Locked36.345844



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Helpful Answer

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

Chris, I can almost guarantee that this will be a line fault and the new Hub will be of little if any better! You have a noise ingress issue, probably due to a bad connection or damaged cable somewhere to the point when the first two downstream channels have just about given up.

It might be a bad connection in your house or in the box on the outside wall, in which case you may we’ll find it yourself and tighten it up. Otherwise wait for the new box to come, go through the motions and fit it and if, as I suspect it’s no better then post back here and we’ll try to get on the forum team to organise an engineer visit.

John

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

Hi Chris, thanks for posting and welcome to our community.

I am sorry you're having difficulties with your service.  I would like to look into this further.  To enable me to do so, I am going to send you a private message.  Please look out for the purple envelope in the top right of your screen.

Regards


Lee_R 

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

Thanks John and I feel you've hit the nail on the head.
.
The line/cable was installed some 30 odd years ago and never used.
In those days they used to just lay them from the street over the front garden so very easy to get damaged and I'm sure this one was dug up by a rotavator.
.
The other thing it's just stopped working after Tuesday nights storm. Yesterday, Thursday, things started to pick-up but again another storm last night and we are back to nothing..
.
Now, as I type this, there is the random odd second of service so if you sit on the reload button you sometimes get lucky and a web page might just load.
.
To me this all points to a damaged cable.. The box, on the outside of the house, is protected and bone dry.

We will see.. No idea about how to request an engineer this is my first time on Virgin ever.

Chris.


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

Hi Lee and thank you for the friendly welcome
May I also thank you again for helping.
I did replay to your email yesterday and hope you now have everything you need.
.
Kind regards, Chris.
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Re: Lost MDD Timeout RCS Partial Service SYNC Timing Synchronization failure

To Lee & John and anyone else reading this.
.
The issue was solved very swiftly by excellent engineer, George.
The line had a week signal which was resolved at the box in the street.
.
Many many thanks to everyone.. Happy customer for sure

And those Pre/Post RS Errors have gone 🙂

Kind regards to all, Chris.
.

Downstream bonded channels

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

12267500003.238256 qam12
22187500001.935256 qam11
32347500004.940256 qam13
42427500004.640256 qam14
52507500005.140256 qam15
62587500005.640256 qam16
7266750000440256 qam17
82747500003.538256 qam18
9282750000338256 qam19
102907500002.540256 qam20
112987500004.540256 qam21
123067500004.538256 qam22
133147500004.640256 qam23
143227500005.540256 qam24
154027500004.538256 qam25
164107500003.538256 qam26
174187500002.938256 qam27
18426750000340256 qam28
194347500002.238256 qam29
204427500002.738256 qam30
214507500003.438256 qam31
224587500002.439256 qam32
234667500002.738256 qam33
244747500001.538256 qam34



Downstream bonded channels

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

1Locked38.950
2Locked356900
3Locked40.380
4Locked40.9150
5Locked40.350
6Locked40.900
7Locked40.300
8Locked38.900
9Locked38.940
10Locked40.310
11Locked40.300
12Locked38.900
13Locked40.300
14Locked40.900
15Locked38.900
16Locked38.900
17Locked38.900
18Locked40.950
19Locked38.900
20Locked38.940
21Locked38.900
22Locked39.8120
23Locked38.920
24Locked38.600



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

Thanks for giving me the chance to help Chris, I'm delighted that your issues have been resolved.

Regards

 

Lee_R

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