Disconnecting everyday

[pjshots]

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.

[pjshots]

This image shows the drops for the last month....a bit unwell I think lately. http://imgur.com/a/9K9SZJK

[Hayley_S]

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.

[pjshots]

Hi, The connection is setup as follows:

VM Modem > pfSense > Clients

Clients connect via cable so wifi isn't the issue. The errors in the post above came from the VM modem, so the issue is with the modem not keeping a connection to the VM Network, either because of noise, voltage or other issues.

Please can it be arranged that someone looks at it as its getting worse every day. Thanks.

[gary_dexter]

Post the full Network, Upstream and Downstream stats

[Hayley_S]

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,

[pjshots]

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.

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

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

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

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

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

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

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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.

[Hayley_S · Accepted solution]

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, 

[pjshots]

Thank you Hayley, much appreciated. I'll take the modem out of that mode the day the engineer is due.

Thanks.

[Hayley_S]

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.