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Langley123
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Mind numbing RCS partial service & SYNC timing synchronization failures on Router Logs

I understand this issue has been posted on here more times than I have had hot dinners although my 2 year long journey of complaints with virgin media hasn't really gotten me anywhere. 

So just so there is no confusion, every time the critical error occurs, I lose internet connection on both wired and wireless connections, momentarily, which results in work call disconnections sadly. I also lose connection to the router itself although it doesn't completely reboot.

I work as a network engineer and I ran out of possible fixes very early on. Things I've tried - 

1. I had another hub 3.0 sent out for me to replace it over a year ago, errors still occurred.

2. had an engineer attend, he admitted he didn't understand the logs, and that all he does is use his device to connect to the network, the device then gives him green ticks next to all the services that are currently functioning as expected, then red crosses next to services with issues. Then he clicks the red crosses and it tells him what to do to fix the issues. I really appreciated his honesty in all fairness. 

3. I've placed the router in modem mode and used another "gaming router" as my primary, the virgin media router was still producing the same warning and critical logs when I checked a few days later. So I disconnected it after a few weeks as it didn't help or solve the specific issue.

I've read the puma chipset issue was resolved in the past with a firmware update, so I'm assuming the cause is less likely to be that specific chipset issue. 

On all of the other posts about this issue I've seen people state upstream and downstream power levels are an indication of the cause. 

"Good Downstream power levels are within -7 to +7 dBmV. Good Upstream power levels are within 38-48 dBmV" 

Downstream bonded channels

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

1202750000-18.231256 qam9
2138750000-20.529256 qam1
3146750000-19.829256 qam2
4154750000-19.430256 qam3
5162750000-19.230256 qam4
6170750000-18.831256 qam5
7178750000-18.531256 qam6
8186750000-18.331256 qam7
9194750000-18.231256 qam8
10210750000-17.931256 qam10
11218750000-17.531256 qam11
12226750000-17.531256 qam12
13234750000-17.532256 qam13
14242750000-17.532256 qam14
15250750000-17.532256 qam15
16258750000-17.532256 qam16
17266750000-17.232256 qam17
18274750000-1732256 qam18
19282750000-16.832256 qam19
20290750000-16.532256 qam20
21298750000-1632256 qam21
22306750000-15.932256 qam22
23314750000-15.833256 qam23
24322750000-15.533256 qam24

 

Upstream bonded channels

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

13940000049.3512064 qam6
24620000049512064 qam5
32579995550512064 qam8
43260000049.8512064 qam7

 

So downstream power levels are way too low, upstream power levels are a little too high. When the engineer attended, he didn't understand the logs. 

Could probably use an attenuator for the upstream power levels, was hoping an engineer would adjust the power output for the downstream power levels from the box outside although he didn't know how. 

I should state these power levels are not always like this, some times I can go a few days without the errors and the power levels are within normal range, since I've been seeing the power levels and errors for 2 years now. If an engineer does attend and increases the power output from the box outside then at some point the levels will change again and the power levels will instead be too high. 

Has anyone ended up genuinely fixing this issue? from the error logs point of view I mean. I dropped off a work call 3 times this morning, somewhat annoying. I recently upgraded to 350Mbps because there was a deal. My complaint ticket is still open, although the only feed back I got was they wasn't sure if the mac addresses in the errors were a wireless device that I owned...I don't have much faith in that specific complaint team because the mac addresses are owned by Arris, the organization responsible for mas producing the NIC's for virgin media devices.

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Andruser
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Re: Mind numbing RCS partial service & SYNC timing synchronization failures on Router Logs

AT the moment you took those stats your downstream power levels were appalling low, and consequently SNR was too low.  That should normally be an easy spot and an easy fix for a field tech.  I'll flag that for the forum staff to comment and perhaps book another technician.  But given the histroy you report, what are you even still with, or willing ton stay with VM?  High speeds are worthless without reliability and competent customer support.

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

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Langley123
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Re: Mind numbing RCS partial service & SYNC timing synchronization failures on Router Logs

I do wish that the last engineer I had was able to assist me with the logs or at least the power level issues, or even the complaint team in the last 2 years. I've been with virgin media for about 7 years now, I stay for the speeds and the possibility of the issue being fixed, but I completely agree with your point. This forum is the last option I have to try and get the issue fixed as its the only thing I haven't tried as of yet.
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Lee_R
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Re: Mind numbing RCS partial service & SYNC timing synchronization failures on Router Logs

Hi @Langley123

I am sorry to hear your issues are ongoing. I am going to send you a quick PM

Regards

 

Lee

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Re: Mind numbing RCS partial service & SYNC timing synchronization failures on Router Logs

@Langley123 among the things you have tried, did you include systematically tracing back the cables from the hub to the omnibox on the outside wall and checking that every joint was nice and tight (doesn’t need to be too tight) and no signs of obvious damage to the cable?

What you have described is a classic case of a dodgy cable joint somewhere between the hub and the street cabinet - as it is intermittent, I suspect something has worked a bit loose, sometimes makes a good connection and other times doesn’t. When the connection is bad, it acts as a big attenuator (hence the low DS power and also a source of noise ingress (hence the low S/N ratio) - fixing that will sort out the US power too (somewhat counterintuitively, to reduce the US power you need to lower the attenuation).

Absolutely, you need another engineer to come out and check the connections all the way back to the cabinet if you can’t find anything obviously wrong in the house (or in the outside box).

John

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Re: Mind numbing RCS partial service & SYNC timing synchronization failures on Router Logs

John,

Thanks for the reply. I have indeed, I've replaced the coaxial cables last year and then the engineer I had also replaced the cables afterwards as the issue was still occurring. I've made sure the connections are tight, I also was hoping it was an easy cable replacement or router replacement, although luck didn't seem to be in my favor in that regard. The last time the errors occurred 3 hours ago , hopefully the next engineer has an idea of what to do because the complaint team were not able to tell me what the sync timing synchronization and RCS partial service errors meant.

I kept seeing posts stating that the mac addresses should be somewhat censored, so voila. The most recent router logs.

03/02/2021 01:04:44Warning!RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 01:04:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XXXX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 01:04:33Warning!RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 01:04:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XXXX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 01:03:13Warning!RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 01:03:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XXXX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 19:20:33Warning!RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 19:20:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XXXX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 15:40:22Warning!RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 15:36:44criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XXXX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 15:23:2Warning!RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 15:23:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XXXX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 15:08:52Warning!RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 13:39:30Warning!Lost MDD Timeout;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 13:39:30Warning!RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 13:39:30Warning!Lost MDD Timeout;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 13:29:58Warning!RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 13:29:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XXXX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 10:50:29Warning!RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 10:50:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XXXX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
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Ayjayy66
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Re: Mind numbing RCS partial service & SYNC timing synchronization failures on Router Logs

I too am having the same issues, never seen it before but my log has warnings popping up every 20_30 seconds similar you yours, infuriating 

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Langley123
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Re: Mind numbing RCS partial service & SYNC timing synchronization failures on Router Logs

Are your downstream or upstream power levels low? I've got an engineer popping over on wednesday to increase the power to the port. 

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Lee_R
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Re: Mind numbing RCS partial service & SYNC timing synchronization failures on Router Logs

Hi @Ayjayy66 , thanks for posting.

I am sorry to hear that you're having power level issues which is causing issues with your internet connection.  I would like to take a closer look on your behalf.  To enable me to do so I am going to send you a private message.  Please look out for the purple envelope in top right of your screen.

Regards


Lee

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Ayjayy66
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Re: Mind numbing RCS partial service & SYNC timing synchronization failures on Router Logs

Thanks to Lee at VM who sorted an engineer who located and fixed the issue which was no more than a bad connector, replaced and now all in the green 

 

Thanks Lee

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