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pjshots
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Disconnecting everyday

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.

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pjshots
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Re: Disconnecting everyday

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

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Hayley_S
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Re: Disconnecting everyday

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.

Hayley
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pjshots
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Re: Disconnecting everyday

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.
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gary_dexter
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Re: Disconnecting everyday

Post the full Network, Upstream and Downstream stats

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Hayley_S
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Re: Disconnecting everyday

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,

Hayley
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pjshots
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Re: Disconnecting everyday

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
11390000000.936256 qam1
2147000000136256 qam2
31550000000.936256 qam3
41630000000.736256 qam4
51710000000.736256 qam5
61790000000.536256 qam6
71870000000.536256 qam7
81950000000.236256 qam8
9203000000036256 qam9
10211000000-0.736256 qam10
11219000000-0.936256 qam11
12227000000-1.236256 qam12
13235000000-1.236256 qam13
14243000000-0.736256 qam14
15251000000-0.736256 qam15
16259000000-0.736256 qam16
17267000000036256 qam17
18275000000036256 qam18
19283000000036256 qam19
202910000000.436256 qam20
212990000000.436256 qam21
223070000001.236256 qam22
233150000001.536256 qam23
243230000001.236256 qam24

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked36.6567025475
2Locked36.3484624048
3Locked36.3428725061
4Locked36.6384523371
5Locked36.6372723657
6Locked36.6317921017
7Locked36.6272117330
8Locked36.3248613497
9Locked36.3225812040
10Locked36.321219563
11Locked36.318866221
12Locked36.622174054
13Locked36.620043497
14Locked36.620042353
15Locked36.317751784
16Locked36.319321376
17Locked36.617421041
18Locked36.316921291
19Locked36.61679862
20Locked36.316881034
21Locked36.616851056
22Locked36.615402145
23Locked36.614262083
24Locked36.612401656
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13260000542512064 qam5
23940000042.5512064 qam4
34620000042.8512064 qam3
42580000042.8512064 qam6

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0020
4ATDMA0000
 

Not sure if normal, but I've got barely any power and thousands of errors... Thanks.

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Hayley_S
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Re: Disconnecting everyday

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, 

Hayley
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pjshots
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Re: Disconnecting everyday

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

Thanks.

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Hayley_S
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Re: Disconnecting everyday

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.

Hayley
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