Forum Discussion

martinto's avatar
martinto
Joining in
7 months ago

FTTP Connection Failing Frequently

I have had my connection drop three times since 11am yesterday. I tried support earlier today but they are only able to follow a script and as I am using the Hub 3 in modem mode I gave up. The VM support people need better training to know when following a script won't help.

I'm seeing these errors:

29/03/2025 12:02:6

Warning!RCS Partial Service;CM-MAC[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0;
29/03/2025 12:02:6criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0;
29/03/2025 12:01:36Warning!RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0;
29/03/2025 12:01:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0;
29/03/2025 11:56:32Warning!RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED]CM-QOS=1.1;CM-VER=3.0;
29/03/2025 11:56:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0;
29/03/2025 11:56:15Warning!RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=0[REMOVED];CM-QOS=1.1;CM-VER=3.0;
29/03/2025 11:56:15criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0;
29/03/2025 11:54:18Warning!RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0;
29/03/2025 11:54:18criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0;
29/03/2025 11:54:15Warning!RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC[REMOVED];CM-QOS=1.1;CM-VER=3.0;
29/03/2025 11:54:14noticeLAN login Success;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0;
29/03/2025 11:53:1Warning!RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=0[REMOVED];CM-QOS=1.1;CM-VER=3.0;
29/03/2025 11:53:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=4[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0;
29/03/2025 11:52:53Warning!RCS Partial Service;CM-MAC[REMOVED];CMTS-MAC=[REMOVED]CM-QOS=1.1;CM-VER=3.0;
29/03/2025 11:52:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0;
29/03/2025 11:49:42Warning!RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0;
29/03/2025 11:49:37criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0;
29/03/2025 11:47:39Warning!RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=0[REMOVED];CM-QOS=1.1;CM-VER=3.0;
29/03/2025 11:47:28noticeNOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED]QOS=1.1;CM-VER=3.0;

Here's the channel data...

Downstream bonded channels

ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
11387500001.937256 qam1
21467500002.237256 qam2
31547500002.238256 qam13
41627500002.237256 qam24
51707500002.537256 qam27
61787500002.437256 qam28
71867500002.537256 qam29
81947500002.238256 qam30
9266750000238256 qam9
102747500001.738256 qam10
112827500001.537256 qam11
122907500001.437256 qam12
132987500001.237256 qam14
14306750000137256 qam15
153147500001.237256 qam16
163227500001.237256 qam17
173307500001.237256 qam18
18338750000137256 qam19
19346750000137256 qam20
20354750000137256 qam21
213627500001.237256 qam22
223707500001.437256 qam23
233787500001.537256 qam25
243867500001.738256 qam26



Downstream bonded channels

ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors
1Locked37.3326116646
2Locked37.6304715985
3Locked38.6289017542
4Locked37.6277418691
5Locked37.6279918014
6Locked37.6286019067
7Locked37.3280917988
8Locked38.9280318912
9Locked38.6274018911
10Locked38.6287419388
11Locked37.6281818843
12Locked37.3285419148
13Locked37.6289517879
14Locked37.6288418297
15Locked37.6294918701
16Locked37.6293218544
17Locked37.6298518011
18Locked37.6304918464
19Locked37.3291319024
20Locked37.6291119482
21Locked37.6291520867
22Locked37.6301519803
23Locked37.6313919974
24Locked38.6320920139

As you can see I am getting a lot of errors.

I've proved to myself that my equipment is all working correctly and that the Hub 3 is going offline.

How can I go about getting this fixed?

Error
failure
Line
sync

18 Replies

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      7 months ago

      Hello martinto,

      Welcome to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your connection. We've looked into things from here and can't see anything that would be causing the issues that you're having. How are things looking from your side since you last posted?

      Kind Regards,

      Steven_L

      • martinto's avatar
        martinto
        Joining in
        7 months ago

        Just remembered, when it failed on Wednesday the phone light was flashing on the Hub5, the indicator was still solid red as it would normally be.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    7 months ago

    As said above, you don't have FTTP. You have FTTC, which VM like to call just fibre to confuse constomers. 

  • Client62's avatar
    Client62
    Alessandro Volta
    7 months ago
    29/03/2025 11:47:28noticeNOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED]QOS=1.1;CM-VER=3.0;

    I missed the ATOM is restarted error.

    ATOM is the Intel CPU of the Hub 3, the restarts might tally
    with the times contact is lost with the VM Hub 3. 

    The only fix for ATOM CPU issues is to have the Hub 3 replaced. 

     

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    7 months ago

    As above, reboot the Hub and check all connections.  If the PostRS errors continue to rise, you will need a VM tech to sort that out.  It's usually a noise ingress somewhere from the street cabinet to your Hub, or a small local area SNR fault or similar.

    Also be aware, VM will not do any diagnostics whilst the Hub is in Modem mode, they will expect the Hub to be set in Router mode.

    • martinto's avatar
      martinto
      Joining in
      7 months ago

      In that case I would have to phone them, if I use the chat and switch it over then I'll lose the connection.

  • Client62's avatar
    Client62
    Alessandro Volta
    7 months ago

    The Downstream errors are a concern but only if they are still rising. 

    A Hub 3 that has lost connection with the VM Network shows a green bar and green arrows.

    Amazing how many connection issue are down to a faulty / failing network cable
    or even a loose of damaged coax cable to the VM Hub.

  • martinto's avatar
    martinto
    Joining in
    7 months ago

    When in the failed state I cannot connect to the Hub from my internal network so I cannot see its diagnostics at that point.

  • martinto's avatar
    martinto
    Joining in
    7 months ago

    No change as far as I remember, still solid red which is the indication for modem mode. I'll check that next time it fails.

  • Client62's avatar
    Client62
    Alessandro Volta
    7 months ago

    When the connection drops, what lights or symbols does the Hub 3 display ?