RCS Partial Service and Sync Failure

Question

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 19:15:22Warning!RCS Partial Service;CM-MAC=*****************;CMTS-MAC=*****************;CM-QOS=1.1;CM-VER=3.0;10/04/2025 19:14:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*****************;CMTS-MAC=*****************;CM-QOS=1.1;CM-VER=3.0;10/04/2025 19:14:25Warning!RCS Partial Service;CM-MAC=*****************;CMTS-MAC=*****************;CM-QOS=1.1;CM-VER=3.0;10/04/2025 19:13:0criticalNo 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.&nbsp;&nbsp;

Sabrina_B · Answer

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.&nbsp;
 Let us know how you get on.&nbsp;
 &nbsp;

Mushhushshu · Answer

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:TimePriorityDescription23/04/2025 10:13:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/04/2025 02:23:24ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;22/04/2025 16:01:3Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;22/04/2025 15:58:10Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;22/04/2025 13:13:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;22/04/2025 13:08:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/04/2025 17:02:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/04/2025 16:54:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;20/04/2025 16:53:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;20/04/2025 16:53:11Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;20/04/2025 12:13:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;Upstream bonded channelsChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID13660000049512064 qam323009996149.5512064 qam434960000049.3512064 qam144310000049.8512064 qam252360003948.3512064 qam5Upstream bonded channelsChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts1ATDMA00102ATDMA00003ATDMA00104ATDMA00005ATDMA0010Please can you let me know what's next? Thanks

Martin_N · Answer

Thank you for that information. We can certainly take a further look into this you.&nbsp;
I will private message you now to confirm your details.&nbsp;
^Martin

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RCS Partial Service and Sync Failure

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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;

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;

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

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