Forum Discussion

Mushhushshu's avatar
Mushhushshu
Joining in
17 days ago

RCS Partial Service and Sync Failure

Hi,

I have M500 Broadband, and over the past few weeks I've noticed that I get regular broadband drop-outs, normally between 15 and 30 seconds at a time. This has become particularly noticeable as I work from home so get regular freezes on Teams calls.

Looking at the log in the hub I get the following errors:

10/04/2025 19:15:22

Warning!

RCS Partial Service;CM-MAC=*****************;CMTS-MAC=*****************;CM-QOS=1.1;CM-VER=3.0;

10/04/2025 19:14:39

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*****************;CMTS-MAC=*****************;CM-QOS=1.1;CM-VER=3.0;

10/04/2025 19:14:25

Warning!

RCS Partial Service;CM-MAC=*****************;CMTS-MAC=*****************;CM-QOS=1.1;CM-VER=3.0;

10/04/2025 19:13:0

critical

No Ranging Response received - T3 time-out;CM-MAC=*****************;CMTS-MAC=*****************;CM-QOS=1.1;CM-VER=3.0;

The log shows I've had 5 T3 timeouts since I last reset the hub approx 10 hours ago, this is a really intermittent fault but it is now starting to affect my work.

I have tried resetting the hub, checked connections of cables etc, but this has not made a difference. The service status checker says that everything is fine in my home/area.

Having had a look on these forums it looks like an engineer visit might be the only way to resolve these issues - the connection points in my home seem pretty old so perhaps it's that.

Please could one of the VM team get in touch? I have tried contacting you on WhatsApp but no reply as yet. Thanks.

 

 

3 Replies

  • Hi Mushhushshu 👋.

    Thanks for reaching out to us and welcome to the Community Forums, sorry to hear of the issues that you are facing with your service. Can you please provide us with some diagnostics without any third party equipment attached such as an additional hub and with our Hub in router mode, as any third party equipment that may of had an update or we have given an update to ours can conflict and cause performance issues. 

    Let us know how you get on. 

     

    • Mushhushshu's avatar
      Mushhushshu
      Joining in

      Hi Sabrina_B,

      Thanks for your reply. I have put the hub into router mode without any additional hubs/switches etc. attached but am still getting errors and timeouts - please see below logs from the hub for the last couple of days:

      Time

      Priority

      Description

      23/04/2025 10:13:15

      Warning!

      RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

      23/04/2025 02:23:24

      Error

      DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

      22/04/2025 16:01:3

      Warning!

      RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

      22/04/2025 15:58:10

      Warning!

      Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

      22/04/2025 13:13:16

      Warning!

      RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

      22/04/2025 13:08:17

      critical

      No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

      21/04/2025 17:02:55

      Warning!

      RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

      21/04/2025 16:54:41

      critical

      No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

      20/04/2025 16:53:12

      Warning!

      RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

      20/04/2025 16:53:11

      Warning!

      Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

      20/04/2025 12:13:2

      Warning!

      RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

      Upstream bonded channels

      Channel

      Frequency (Hz)

      Power (dBmV)

      Symbol Rate (ksps)

      Modulation

      Channel ID

      1

      36600000

      49

      5120

      64 qam

      3

      2

      30099961

      49.5

      5120

      64 qam

      4

      3

      49600000

      49.3

      5120

      64 qam

      1

      4

      43100000

      49.8

      5120

      64 qam

      2

      5

      23600039

      48.3

      5120

      64 qam

      5

      Upstream bonded channels

      Channel

      Channel Type

      T1 Timeouts

      T2 Timeouts

      T3 Timeouts

      T4 Timeouts

      1

      ATDMA

      0

      0

      1

      0

      2

      ATDMA

      0

      0

      0

      0

      3

      ATDMA

      0

      0

      1

      0

      4

      ATDMA

      0

      0

      0

      0

      5

      ATDMA

      0

      0

      1

      0

      Please can you let me know what's next? Thanks

      • Martin_N's avatar
        Martin_N
        Icon for Forum Team rankForum Team

        Thank you for that information. We can certainly take a further look into this you. 

        I will private message you now to confirm your details. 

        ^Martin