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 ID11387500001.937256 qam121467500002.237256 qam231547500002.238256 qam1341627500002.237256 qam2451707500002.537256 qam2761787500002.437256 qam2871867500002.537256 qam2981947500002.238256 qam309266750000238256 qam9102747500001.738256 qam10112827500001.537256 qam11122907500001.437256 qam12132987500001.237256 qam1414306750000137256 qam15153147500001.237256 qam16163227500001.237256 qam17173307500001.237256 qam1818338750000137256 qam1919346750000137256 qam2020354750000137256 qam21213627500001.237256 qam22223707500001.437256 qam23233787500001.537256 qam25243867500001.738256 qam26 Downstream bonded channels ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors1Locked37.33261166462Locked37.63047159853Locked38.62890175424Locked37.62774186915Locked37.62799180146Locked37.62860190677Locked37.32809179888Locked38.92803189129Locked38.627401891110Locked38.628741938811Locked37.628181884312Locked37.328541914813Locked37.628951787914Locked37.628841829715Locked37.629491870116Locked37.629321854417Locked37.629851801118Locked37.630491846419Locked37.329131902420Locked37.629111948221Locked37.629152086722Locked37.630151980323Locked37.631391997424Locked38.6320920139 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?

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 tallywith the times contact is lost with the VM Hub 3. The only fix for ATOM CPU issues is to have the Hub 3 replaced.

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

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

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.

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

Joining in

31 days 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 12:02:6	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0;
29/03/2025 12:01:36	Warning!	RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0;
29/03/2025 12:01:36	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0;
29/03/2025 11:56:32	Warning!	RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED]CM-QOS=1.1;CM-VER=3.0;
29/03/2025 11:56:31	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0;
29/03/2025 11:56:15	Warning!	RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=0[REMOVED];CM-QOS=1.1;CM-VER=3.0;
29/03/2025 11:56:15	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0;
29/03/2025 11:54:18	Warning!	RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0;
29/03/2025 11:54:18	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0;
29/03/2025 11:54:15	Warning!	RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC[REMOVED];CM-QOS=1.1;CM-VER=3.0;
29/03/2025 11:54:14	notice	LAN login Success;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0;
29/03/2025 11:53:1	Warning!	RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=0[REMOVED];CM-QOS=1.1;CM-VER=3.0;
29/03/2025 11:53:1	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=4[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0;
29/03/2025 11:52:53	Warning!	RCS Partial Service;CM-MAC[REMOVED];CMTS-MAC=[REMOVED]CM-QOS=1.1;CM-VER=3.0;
29/03/2025 11:52:35	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0;
29/03/2025 11:49:42	Warning!	RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0;
29/03/2025 11:49:37	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0;
29/03/2025 11:47:39	Warning!	RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=0[REMOVED];CM-QOS=1.1;CM-VER=3.0;
29/03/2025 11:47:28	notice	NOTICE 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

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	138750000	1.9	37	256 qam	1
2	146750000	2.2	37	256 qam	2
3	154750000	2.2	38	256 qam	13
4	162750000	2.2	37	256 qam	24
5	170750000	2.5	37	256 qam	27
6	178750000	2.4	37	256 qam	28
7	186750000	2.5	37	256 qam	29
8	194750000	2.2	38	256 qam	30
9	266750000	2	38	256 qam	9
10	274750000	1.7	38	256 qam	10
11	282750000	1.5	37	256 qam	11
12	290750000	1.4	37	256 qam	12
13	298750000	1.2	37	256 qam	14
14	306750000	1	37	256 qam	15
15	314750000	1.2	37	256 qam	16
16	322750000	1.2	37	256 qam	17
17	330750000	1.2	37	256 qam	18
18	338750000	1	37	256 qam	19
19	346750000	1	37	256 qam	20
20	354750000	1	37	256 qam	21
21	362750000	1.2	37	256 qam	22
22	370750000	1.4	37	256 qam	23
23	378750000	1.5	37	256 qam	25
24	386750000	1.7	38	256 qam	26

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	37.3	3261	16646
2	Locked	37.6	3047	15985
3	Locked	38.6	2890	17542
4	Locked	37.6	2774	18691
5	Locked	37.6	2799	18014
6	Locked	37.6	2860	19067
7	Locked	37.3	2809	17988
8	Locked	38.9	2803	18912
9	Locked	38.6	2740	18911
10	Locked	38.6	2874	19388
11	Locked	37.6	2818	18843
12	Locked	37.3	2854	19148
13	Locked	37.6	2895	17879
14	Locked	37.6	2884	18297
15	Locked	37.6	2949	18701
16	Locked	37.6	2932	18544
17	Locked	37.6	2985	18011
18	Locked	37.6	3049	18464
19	Locked	37.3	2913	19024
20	Locked	37.6	2911	19482
21	Locked	37.6	2915	20867
22	Locked	37.6	3015	19803
23	Locked	37.6	3139	19974
24	Locked	38.6	3209	20139

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?

18 Replies

martinto
Joining in
30 days ago
I'll check the cabling at my end.
- Steven_L
  Forum Team
  28 days 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
    Joining in
    24 days 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
Alessandro Volta
31 days ago
As said above, you don't have FTTP. You have FTTC, which VM like to call just fibre to confuse constomers.
Client62
Alessandro Volta
31 days ago
29/03/2025 11:47:28 notice NOTICE 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.
carl_pearce
Superstar
31 days ago
It's not FTTP, it will be HFC or RFoG.
Adduxi
Very Insightful Person
31 days 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
  Joining in
  31 days 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
Alessandro Volta
31 days 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
Joining in
31 days 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
Joining in
31 days 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
Alessandro Volta
31 days ago
When the connection drops, what lights or symbols does the Hub 3 display ?

Forum Discussion

FTTP Connection Failing Frequently

Downstream bonded channels

Downstream bonded channels

18 Replies

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