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bammers81's avatar
bammers81
On our wavelength
7 months ago

Internet freezes/lags and hub loses connection

Hi everyone, hoping someone maybe able to help or can give some tips. 

I have a hub 3.0 in modem only mode with an ASUS router for my home network - has generally worked well for the last couple of years but over the last month or so have been suffering from freezes during Teams calls and occasionally a complete drop with the hub phone light blinking red and the hub requiring a reboot to restore a connection (local network through the ASUS router remains fine)

I have setup BQM and copied logs from the virgin hub/modem which are both shown below.
It appears to show lots of errors but not sure if these are 'normal' or whether there is anything I need to do / should be worried about?

Thanks in advance for any help

 

TimePriorityDescription
01/10/2024 15:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:50criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:50noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:37criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

bqm
Disconnects
Drops
lag
latency

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  • bammers81's avatar
    bammers81
    On our wavelength
    7 months ago

    Second engineer has just finished. Darryl was great and replaced everything between the brown box outside to the hub inside (I had an old install apparently which he has switched out to the new style so now the fibre cable itself comes inside the house and it is then converted into coax). Only been 15 minutes or so but so far 0 errors showing in the hub log which looks promising. Will post stats and BQM later today to see if finally resolved! Thanks all for your comments and help so far.    

  • bammers81's avatar
    bammers81
    On our wavelength
    7 months ago

    So now coming up to 8 hours since the second engineer left after replacing all cabling / components between where the main fibre line gets to my house and where the hub was based. So far connection has been so much better, hub shows a small number of pre-RS errors but no post-RS errors and the BQM is looking so much healthier 😍

    Thanks again to all for your advice and guidance

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

      Looking good and thanks for coming back with the update 🙂

      As for the PreRS errors, these are fine as they are corrected errors, so no need for the data to be re-sent.  It's the PostRS ones that are the bad guys ..... !

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

      Hi bammers81 👋.

      Thanks for reaching out to us, apologies for the issues that you are having with your service. Please could you provide us with an updated test result including following these diagnostics 👉 Speed, with any and all third party Hubs/Routers removed and our Hub in router mode for these diagnostics to be performed and let us know if the improvements made are still functioning now.

      Thanks

      Sabrina

      • bammers81's avatar
        bammers81
        On our wavelength
        7 months ago

        Hi Sabrina,

        Thanks for reaching out, the second engineer that visited me has resolved the issue. Everything has been working well since his visit and I no longer have any issues with the connection dropping out / poor latency. Many thanks 

  • fizz's avatar
    fizz
    Fibre optic
    7 months ago

    good news!!! however it is also very annoying two engineers needed to visit this customer to fix what was a damn obvious problem.....