Virgin Media Community

[Mathius]

Ok, 

For the last few days we've had connections issues, which I thought would have sorted itself after a reboot of the router, but no, so have started to record the network log and the same thing keeps happening.

Spoiler

24/04/2022 12:52:12 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 12:47:56 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 12:45:48 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 12:43:41 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 12:43:26 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 12:42:56 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 12:40:3 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 12:39:14 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 12:36:19 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 12:23:10 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 12:23:10 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 12:22:47 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 12:21:52 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 12:18:59 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 12:18:56 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 12:17:30 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 09:32:18 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 06:40:55 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2022 04:40:6 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2022 17:41:16 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2022 14:55:6 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2022 14:53:43 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2022 14:52:41 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2022 14:50:34 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2022 14:49:25 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2022 14:47:34 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2022 14:45:59 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2022 14:45:0 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2022 14:43:41 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

This is happening far to often for it to be nothing...  and although sometimes a couple of refreshes of the webpage is enough, the point that the connection drops is happening to many times making it frustrating.

Internet speeds are also getting effected...

Spoiler

PING ms

12

 DOWNLOAD Mbps

115.27

 UPLOAD Mbps

0.92


This should be 200 Download and 20 Upload (this is on a wired Cat 6 cable)

Service status in my area reports back normal, but clearly the network log says different...

Any Ideas ?

[Andrew-G]

Network log confirms a very poor connection.  Post the downstream and upstream data from the page where you found the network log, that often shows an easily resolved noise or power fault.

[Mathius]

Downstream (all be it a few hours later)

Spoiler

Downstream bonded channels

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

1	139000000	7.5	38	256 qam	1
2	147000000	8.5	40	256 qam	2
3	155000000	7.9	38	256 qam	3
4	163000000	8.3	39	256 qam	4
5	171000000	8.4	40	256 qam	5
6	179000000	8.1	40	256 qam	6
7	187000000	8.5	40	256 qam	7
8	195000000	8	40	256 qam	8
9	203000000	8	40	256 qam	9
10	211000000	7.5	40	256 qam	10
11	219000000	7.5	38	256 qam	11
12	227000000	7.4	37	256 qam	12
13	235000000	7.1	40	256 qam	13
14	243000000	7.6	40	256 qam	14
15	251000000	7	38	256 qam	15
16	259000000	7	38	256 qam	16
17	267000000	7.6	40	256 qam	17
18	275000000	6.5	38	256 qam	18
19	283000000	7.1	38	256 qam	19
20	291000000	7.5	38	256 qam	20
21	299000000	6.4	38	256 qam	21
22	307000000	6.9	38	256 qam	22
23	315000000	7	38	256 qam	23
24	323000000	5.5	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.9	4386654	2176094
2	Locked	40.9	967149	245435
3	Locked	38.9	3706915	726404
4	Locked	39.3	4193926	2158624
5	Locked	40.3	525909	82069
6	Locked	40.9	45948	1365
7	Locked	40.3	228653	3638
8	Locked	40.3	597225	120876
9	Locked	40.3	313626	56835
10	Locked	40.9	26771	306
11	Locked	38.9	116439	347
12	Locked	37.3	289083	55249
13	Locked	40.3	222206	52492
14	Locked	40.9	48385	462
15	Locked	38.9	8854	179
16	Locked	38.9	220290	7726
17	Locked	40.3	604987	112207
18	Locked	38.9	402434	46556
19	Locked	38.9	28680	0
20	Locked	38.9	1643	0
21	Locked	38.9	1220	0
22	Locked	38.9	4642	0
23	Locked	38.9	13591	0
24	Locked	38.9	65560	0

Upstream

Spoiler

Upstream bonded channels

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

1	32599922	42.5	5120	64 qam	10
2	46200000	44	5120	64 qam	8
3	39400000	43.3	5120	64 qam	9
4	53700000	44.8	5120	64 qam	7

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	2	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	2	0
4	ATDMA	0	0	1	0

It was actually behaving itself for about 3 hours, and then all of a sudden, another SYNC Timing Failure...  

[Andrew-G]

How long since the hub was last rebooted?  That'll help us tell how quickly the errors are racking up - there's massive post-RS (uncorrectable) error counts on the down stream, that's a sign of a serious noise problem.

[Mathius]

Alright starting to get really annoyed with this now....so much so that I've been looking else where for broadband packages....what good is my 200/20 connection is I cant use the thing.  My money could be better spent on a slower but more stable connection. 😞 

@Andrew-G - My hub is normally always on, but whenever I come across connection issues one of the first things I do is, switch off the hub, go make a coffee and then turn it back on.  Sometimes gremlins will be gremlins 😄

Even this morning trying to get back here to check on the replies I've had major issues.

Spoiler

25/04/2022 09:54:37 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 09:54:16 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 09:52:57 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 09:52:52 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 09:50:52 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 09:49:56 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 09:49:40 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 09:49:37 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 09:49:9 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 09:47:47 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 09:42:42 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 09:40:12 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 09:37:37 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 09:35:52 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 09:28:2 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 09:26:49 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 09:24:30 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 09:22:45 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 09:16:43 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 09:15:19 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 09:13:42 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 09:11:6 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 09:05:14 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 09:04:52 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 09:03:40 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 09:02:17 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 08:59:33 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 08:59:30 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 08:51:58 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 08:50:27 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2022 08:48:8 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Mathius]

Downstream (touch wood for the last 15mins, its up as normal)

Spoiler

Downstream bonded channels

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

1	139000000	7.4	38	256 qam	1
2	147000000	8.6	40	256 qam	2
3	155000000	7.9	40	256 qam	3
4	163000000	8.3	40	256 qam	4
5	171000000	8.4	40	256 qam	5
6	179000000	8.3	40	256 qam	6
7	187000000	8.5	40	256 qam	7
8	195000000	8.3	40	256 qam	8
9	203000000	8.3	40	256 qam	9
10	211000000	7.6	40	256 qam	10
11	219000000	7.9	38	256 qam	11
12	227000000	7.5	37	256 qam	12
13	235000000	7.4	40	256 qam	13
14	243000000	8	40	256 qam	14
15	251000000	7.3	40	256 qam	15
16	259000000	7.3	38	256 qam	16
17	267000000	8	40	256 qam	17
18	275000000	6.9	40	256 qam	18
19	283000000	7.5	38	256 qam	19
20	291000000	7.9	40	256 qam	20
21	299000000	6.8	40	256 qam	21
22	307000000	7.3	38	256 qam	22
23	315000000	7.5	38	256 qam	23
24	323000000	5.9	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.9	5542694	3402318
2	Locked	40.3	1861081	470088
3	Locked	40.3	4965997	1259233
4	Locked	40.3	5955642	3113665
5	Locked	40.3	963942	83158
6	Locked	40.3	51151	2293
7	Locked	40.3	260793	4572
8	Locked	40.3	1325392	122214
9	Locked	40.3	564959	57640
10	Locked	40.3	30692	1083
11	Locked	38.9	123073	1299
12	Locked	37.6	860443	57231
13	Locked	40.3	748585	53433
14	Locked	40.3	50418	1277
15	Locked	40.3	11377	320
16	Locked	38.9	329549	7829
17	Locked	40.9	1218919	154957
18	Locked	40.3	710206	46558
19	Locked	38.9	29477	38
20	Locked	38.9	1737	0
21	Locked	40.3	1407	0
22	Locked	38.9	5088	64
23	Locked	38.9	13674	0
24	Locked	38.9	67732	0

Upstream

Spoiler

Upstream bonded channels

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

1	32600000	43	5120	64 qam	10
2	46200000	44.8	5120	64 qam	8
3	39400000	44	5120	64 qam	9
4	53700000	45.3	5120	64 qam	7

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	5	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	4	0
4	ATDMA	0	0	1	0

Speedtest (as of right now)  200 down / 20 up

Spoiler

PING ms

12

 DOWNLOAD Mbps

68.54

 UPLOAD Mbps

0.23

As you can see, shockingly bad speeds.....

Feeling disappointed with VM at this time.

[Mathius]

------quick update,
Checking the service status, 'We can't see any issues affecting <postcode>'

Following that through, to be able to test the hub and there looks to be an issue after all...
going to try a hub reset for now.

[Martin_N]

Hi Mathius,

Thank you for your post. I'm very sorry to hear about the issue you've been having with your broadband service. 

I have taken a look on our system and it is detecting a short term connectivity issue. 

At this point in time we advise to monitor the connection for 24 hours. 

^Martin

[Mathius]

Thank you,

I've been monitoring this for the last 4 days now and still getting SYNC Timing failures, RCS partial service.. basically no change, it seems stable for a while and then I'll notice a drop in connection and check my logs to see that its been doing it for hours.

[Chris_W1]

Hi Mathius, thanks for the message. I can see that you were advised to do a pin hole reset has things improved since this was done? Can you do a broadband quality monitor and send us the results? ^Chris