on 27-04-2021 19:13
Hi, my modem is giving me these error messages and disconnecting me every day. Tried restarting and the VM fault test says my connection is fine. When I ring up, they say the same I've disconnected my pfSense box to check and still the messages come up on the modem itself, in the log:
17:45:16 Warning! RCS Partial Service;CM-MAC=MACHERE;CMTS-MAC=MACHERE;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 17:29:52 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=MACHERE;CMTS-MAC=MACHERE;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 17:14:17 Warning! RCS Partial Service;CM-MAC=MACHERE;CMTS-MAC=MACHERE;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 17:13:32 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=MACHERE;CMTS-MAC=MACHERE;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 17:13:17 Warning! RCS Partial Service;CM-MAC=MACHERE;CMTS-MAC=MACHERE;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 17:12:46 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=MACHERE;CMTS-MAC=MACHERE;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 16:59:33 Warning! RCS Partial Service;CM-MAC=MACHERE;CMTS-MAC=MACHERE;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 16:58:47 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=MACHERE;CMTS-MAC=MACHERE;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 16:58:47 Warning! RCS Partial Service;CM-MAC=MACHERE;CMTS-MAC=MACHERE;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 16:55:16 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=MACHERE;CMTS-MAC=MACHERE;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 16:53:26 Warning! RCS Partial Service;CM-MAC=MACHERE;CMTS-MAC=MACHERE;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 16:53:10 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=MACHERE;CMTS-MAC=MACHERE;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 16:51:50 Warning! RCS Partial Service;CM-MAC=MACHERE;CMTS-MAC=MACHERE;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 16:49:49 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=MACHERE;CMTS-MAC=MACHERE;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 16:48:11 Warning! RCS Partial Service;CM-MAC=MACHERE;CMTS-MAC=MACHERE;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 16:47:17 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=MACHERE;CMTS-MAC=MACHERE;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 15:48:24 Warning! RCS Partial Service;CM-MAC=MACHERE;CMTS-MAC=MACHERE;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 15:45:26 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=MACHERE;CMTS-MAC=MACHERE;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 14:57:22 Warning! RCS Partial Service;CM-MAC=MACHERE;CMTS-MAC=MACHERE;CM-QOS=1.1;CM-VER=3.0;
Can anyone help out? Thank you.
Answered! Go to Answer
on 30-04-2021 15:12
Hello @pjshots,
Thank you for sharing this information for me.
I can see your Hub is in Modem mode which will be why I can not see these errors on my side, please take your Hub out of modem mode before the engineer arrives.
I have booked an engineer for you to take a look at your Hub, please do track your appointment on your online account; instructions on how to find it can be found here.
Please let me know if this is okay for you?
Many thanks,
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on 27-04-2021 19:26
This image shows the drops for the last month....a bit unwell I think lately. http://imgur.com/a/9K9SZJK
on 30-04-2021 10:08
Hello @pjshots,
Welcome back to the community page, thank you for posting on here.
I am sorry to see that you are getting errors on your Hub.
I was able to locate you account using your forums details, I can see that there are no known issues in your area, also you Hub is not showing any faults, it does show that you may need to change you in home network setup.
Have you tested your wired connection? Please can you try this for me and see if this works okay for you?
Look forward to hearing back from you.
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on 30-04-2021 11:25
on 30-04-2021 11:33
on 30-04-2021 12:52
Hello @pjshots,
I am unable to send out an engineer at the moment due to there being no known errors appearing on the Hub.
It would cost additional charges if I sent someone and they found no fault, I do not want this to happen to you.
Can you post your BMQ chart for me?
Many thanks,
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on 30-04-2021 14:36
OK, I don't have a BQM chart, I monitor it myself and that chart with dropouts in green is on the 2nd post of mine on this thread.
1 | 139000000 | 0.9 | 36 | 256 qam | 1 |
2 | 147000000 | 1 | 36 | 256 qam | 2 |
3 | 155000000 | 0.9 | 36 | 256 qam | 3 |
4 | 163000000 | 0.7 | 36 | 256 qam | 4 |
5 | 171000000 | 0.7 | 36 | 256 qam | 5 |
6 | 179000000 | 0.5 | 36 | 256 qam | 6 |
7 | 187000000 | 0.5 | 36 | 256 qam | 7 |
8 | 195000000 | 0.2 | 36 | 256 qam | 8 |
9 | 203000000 | 0 | 36 | 256 qam | 9 |
10 | 211000000 | -0.7 | 36 | 256 qam | 10 |
11 | 219000000 | -0.9 | 36 | 256 qam | 11 |
12 | 227000000 | -1.2 | 36 | 256 qam | 12 |
13 | 235000000 | -1.2 | 36 | 256 qam | 13 |
14 | 243000000 | -0.7 | 36 | 256 qam | 14 |
15 | 251000000 | -0.7 | 36 | 256 qam | 15 |
16 | 259000000 | -0.7 | 36 | 256 qam | 16 |
17 | 267000000 | 0 | 36 | 256 qam | 17 |
18 | 275000000 | 0 | 36 | 256 qam | 18 |
19 | 283000000 | 0 | 36 | 256 qam | 19 |
20 | 291000000 | 0.4 | 36 | 256 qam | 20 |
21 | 299000000 | 0.4 | 36 | 256 qam | 21 |
22 | 307000000 | 1.2 | 36 | 256 qam | 22 |
23 | 315000000 | 1.5 | 36 | 256 qam | 23 |
24 | 323000000 | 1.2 | 36 | 256 qam | 24 |
1 | Locked | 36.6 | 5670 | 25475 |
2 | Locked | 36.3 | 4846 | 24048 |
3 | Locked | 36.3 | 4287 | 25061 |
4 | Locked | 36.6 | 3845 | 23371 |
5 | Locked | 36.6 | 3727 | 23657 |
6 | Locked | 36.6 | 3179 | 21017 |
7 | Locked | 36.6 | 2721 | 17330 |
8 | Locked | 36.3 | 2486 | 13497 |
9 | Locked | 36.3 | 2258 | 12040 |
10 | Locked | 36.3 | 2121 | 9563 |
11 | Locked | 36.3 | 1886 | 6221 |
12 | Locked | 36.6 | 2217 | 4054 |
13 | Locked | 36.6 | 2004 | 3497 |
14 | Locked | 36.6 | 2004 | 2353 |
15 | Locked | 36.3 | 1775 | 1784 |
16 | Locked | 36.3 | 1932 | 1376 |
17 | Locked | 36.6 | 1742 | 1041 |
18 | Locked | 36.3 | 1692 | 1291 |
19 | Locked | 36.6 | 1679 | 862 |
20 | Locked | 36.3 | 1688 | 1034 |
21 | Locked | 36.6 | 1685 | 1056 |
22 | Locked | 36.6 | 1540 | 2145 |
23 | Locked | 36.6 | 1426 | 2083 |
24 | Locked | 36.6 | 1240 | 1656 |
1 | 32600005 | 42 | 5120 | 64 qam | 5 |
2 | 39400000 | 42.5 | 5120 | 64 qam | 4 |
3 | 46200000 | 42.8 | 5120 | 64 qam | 3 |
4 | 25800000 | 42.8 | 5120 | 64 qam | 6 |
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 2 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
Not sure if normal, but I've got barely any power and thousands of errors... Thanks.
on 30-04-2021 15:12
Hello @pjshots,
Thank you for sharing this information for me.
I can see your Hub is in Modem mode which will be why I can not see these errors on my side, please take your Hub out of modem mode before the engineer arrives.
I have booked an engineer for you to take a look at your Hub, please do track your appointment on your online account; instructions on how to find it can be found here.
Please let me know if this is okay for you?
Many thanks,
New around here? To find out more about the Community check out our Getting Started guide
on 30-04-2021 16:20
Thank you Hayley, much appreciated. I'll take the modem out of that mode the day the engineer is due.
Thanks.
on 30-04-2021 16:22
You are welcome @pjshots.
Happy to help 🙂
Please do! Also keep me updated on how it goes.
Hope you have a lovely bank holiday weekend.
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