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Hub desynchronization (RCS Partial Servce, SYNC failures, T3 timeout)

adept
Tuning in

on ‎01-09-2022 19:28

It started a short while ago as an occasional issue every other day, and now it is 2-5 desyncs per hour, which is beginning to drive me up the wall ... My in-house network is absolutely fine, it is just the hub and its synchronization issues. What's the best way to get help from Virgin in a situation like this?

BQM link: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/96655ef85ae3335d2dfff543f553c7a44e942090-01-09-2022

Live BQM link: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/1bb4d7aeffe5bb6b2ea8e4bb088742095452ec94

Hub status:

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz) 203000000 Locked
Ranged Upstream Channel (Hz) 53699837 Locked
Provisioning State Online

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53699837 46 5120 64 qam 2
2 39400000 45 5120 64 qam 4
3 46199924 45 5120 16 qam 3
4 32600000 44.8 5120 64 qam 5


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 107 0
2 ATDMA 0 0 246 0
3 ATDMA 0 0 182 0
4 ATDMA 0 0 430 0

Network Log
Time Priority Description
01/09/2022 19:00:51 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=<MAC>;CM-QOS=1.1;CM-VER=3.0;
01/09/2022 18:53:26 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=<MAC>;CM-QOS=1.1;CM-VER=3.0;
01/09/2022 18:52:36 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=<MAC>;CM-QOS=1.1;CM-VER=3.0;
01/09/2022 18:52:36 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=<MAC>;CM-QOS=1.1;CM-VER=3.0;
01/09/2022 18:52:36 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=<MAC>;CM-QOS=1.1;CM-VER=3.0;
01/09/2022 18:52:32 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=<MAC>;CM-QOS=1.1;CM-VER=3.0;
01/09/2022 18:52:30 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=<MAC>;CM-QOS=1.1;CM-VER=3.0;
01/09/2022 18:52:30 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=<MAC>;CM-QOS=1.1;CM-VER=3.0;
01/09/2022 18:52:29 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=<MAC>;CM-QOS=1.1;CM-VER=3.0;
01/09/2022 18:52:27 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=<MAC>;CM-QOS=1.1;CM-VER=3.0;
01/09/2022 18:39:12 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=<MAC>;CM-QOS=1.1;CM-VER=3.0;
01/09/2022 18:39:10 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=<MAC>;CM-QOS=1.1;CM-VER=3.0;
01/09/2022 18:25:53 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=<MAC>;CM-QOS=1.1;CM-VER=3.0;
01/09/2022 18:25:46 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=<MAC>;CM-QOS=1.1;CM-VER=3.0;
01/09/2022 18:24:53 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=<MAC>;CM-QOS=1.1;CM-VER=3.0;
01/09/2022 18:22:28 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=<MAC>;CM-QOS=1.1;CM-VER=3.0;
01/09/2022 18:21:56 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=<MAC>;CM-QOS=1.1;CM-VER=3.0;
01/09/2022 18:20:25 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=<MAC>;CM-QOS=1.1;CM-VER=3.0;
01/09/2022 18:20:9 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=<MAC>;CM-QOS=1.1;CM-VER=3.0;
01/09/2022 18:20:7 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=<MAC>;CM-QOS=1.1;CM-VER=3.0;
01/09/2022 18:20:4 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=<MAC>;CM-QOS=1.1;CM-VER=3.0;
01/09/2022 18:20:4 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=<MAC>;CM-QOS=1.1;CM-VER=3.0;
01/09/2022 18:20:3 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=<MAC>;CM-QOS=1.1;CM-VER=3.0;
01/09/2022 18:20:3 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=<MAC>;CM-QOS=1.1;CM-VER=3.0;
01/09/2022 18:20:2 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=<MAC>;CM-QOS=1.1;CM-VER=3.0;
01/09/2022 18:19:59 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=<MAC>;CM-QOS=1.1;CM-VER=3.0;
01/09/2022 18:18:41 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=<MAC>;CM-QOS=1.1;CM-VER=3.0;
01/09/2022 17:51:40 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=<MAC>;CM-QOS=1.1;CM-VER=3.0;
01/09/2022 17:50:58 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=<MAC>;CM-QOS=1.1;CM-VER=3.0;
01/09/2022 16:10:40 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=<MAC>;CM-QOS=1.1;CM-VER=3.0;


Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 203000000 -1.4 38 256 qam 9
2 211000000 -1.7 38 256 qam 10
3 219000000 -1.7 38 256 qam 11
4 227000000 -2.2 38 256 qam 12
5 235000000 -2.5 38 256 qam 13
6 243000000 -2.9 38 256 qam 14
7 251000000 -2 38 256 qam 15
8 259000000 -2 38 256 qam 16
9 267000000 -1.9 38 256 qam 17
10 275000000 -2 38 256 qam 18
11 283000000 -1.7 38 256 qam 19
12 291000000 -1.7 38 256 qam 20
13 299000000 -1.5 38 256 qam 21
14 307000000 -1.5 38 256 qam 22
15 315000000 -1.7 38 256 qam 23
16 323000000 -1.7 38 256 qam 24
17 331000000 -1.4 38 256 qam 25
18 339000000 -1.4 38 256 qam 26
19 347000000 -1.4 38 256 qam 27
20 355000000 -1.5 38 256 qam 28
21 363000000 -1.4 40 256 qam 29
22 371000000 -1.9 38 256 qam 30
23 379000000 -2 38 256 qam 31
24 387000000 -1.9 38 256 qam 32


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 46980889 8646927
2 Locked 38.6 43721107 7687484
3 Locked 38.9 40037977 6912305
4 Locked 38.9 40565054 7502238
5 Locked 38.9 37515618 6664214
6 Locked 38.6 31749625 5344647
7 Locked 38.6 26049552 4528298
8 Locked 38.9 22102619 4007788
9 Locked 38.9 21201262 4118468
10 Locked 38.9 18696168 3682722
11 Locked 38.9 14660668 3381889
12 Locked 38.9 12608222 3226806
13 Locked 38.9 10747809 3117997
14 Locked 38.9 8902065 3035825
15 Locked 38.6 7940597 3022618
16 Locked 38.9 7721175 2964291
17 Locked 38.9 6242621 2848993
18 Locked 38.9 5669076 2731261
19 Locked 38.6 5364511 2735426
20 Locked 38.9 4946133 2687029
21 Locked 40.3 4344862 2635016
22 Locked 38.6 4259288 2608822
23 Locked 38.9 3994505 2603492
24 Locked 38.9 3415460 2540058

  

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5 REPLIES 5

Reece_MH
Forum Team
Forum Team

on ‎03-09-2022 09:32

Hi @adept,

Thanks for your post, and a warm welcome to our Community Forums.

I'm sorry to hear, and see, that you're facing problems with desynchronisation on your Hub. I've taken a look at things on our end and can see that since your post, you have spoken with our team regarding the issue.

I've taken a look at your live BQM, and it does look like the issues have been persisting. Can you please let me know what our team advised when you contacted us?

Cheers,

Reece - Forum Team


New around here? To find out more about the Community check out our FAQ


adept
Tuning in
In response to Reece_MH

on ‎05-09-2022 19:50

So I have had no luck getting any help via phone, and WhatsApp chat resulted in two promises of "Our engineer will call you within 5 hours", followed up with nothing (no calls, no messages). I am going to try again tomorrow (takes about 3 hours to get anywhere on WhatsApp, so I get one attempt per day 🙂

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Steven_L
Forum Team
Forum Team

on ‎07-09-2022 20:12

Thanks for coming back to us @adept.

There are some issues with your connection that we would need to send a technician out to resolve. 

I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment. Please look out for the private message and we can get started.
Regards,
Steven_L
 

 

Steven_L
Forum Team
Forum Team
In response to adept

on ‎09-09-2022 11:04

Thanks for confirming your details via private message @adept.
I have arranged the appointment, and you can track your engineer appointments online. Simply sign into My Virgin Media and you will see your appointments on your account dashboard. However, this can take up to 24 hours to be updated. 
Regards,
Steven_L

adept
Tuning in
In response to Steven_L

on ‎13-09-2022 18:25

Hi! To tie this off: I got a visit from a lovely lad on Mon, my connection was moved to a different tap in the cabinet and since then - no more T3 timeouts (knock on wood). It's been a bit more than 24 hours, but I sure hope it sticks 🙂

Thank you very much for all your help!

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