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.

[Katie_WT]

Thanks for popping back with your logs from your Hub @pjshots - however, when checking this end, we can still still that you are in Modem mode and using your own router. I understand that earlier on in the thread you have advised that you don't wish to go into Hub mode, but we do need to run checks with it in Hub mode to rule out any issue with the 3rd party equipment. 

I can see that it's been around 3 days since your Hub was rebooted. Again, when checking this end, your stats are looking to be ok but we would need it to be in Hub mode for further in depth checks

Do you have a Live BQM for us at all? I have checked the one you posted, but that seems to be a static one for last week. The BQM in question doesn't show any complete disconnections that I could see.

Cheers

[pjshots]

Hi Katie,

Think this is what you want:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f1d0bf1940923ab70d854c907e7b6944921bfe11

It says its live. Today things are OK as you can see. I will talk to the wife later to see what her plans are and if I can leave it on normal mode tomorrow. Will let you know.

Thanks.

[pjshots]

Hi, hub is in normal mode. I don't however have its Ext IP so can't add it to a BQM today. Have a look I guess and see whats happening. I'll check nd post logs later on this evening.

[Katie_WT]

Thanks @pjshots

I can see from here that you currently have it in Hub mode which is great - it is advising that it has been almost 5 days since the Hub was rebooted and at the time of writing, we can't see any devices connected at all? 

When checking the BQM, it looks like it may have been set up for your Modem mode as it was all red from around 8am this morning; have you managed to set up a new one now  you are in Hub mode for us? 

I have been able to check the stats from here now and all signal levels are well within parameters we would expect and no errors are showing as yet - so please continue to keep us posted from your end later 🙂 

[pjshots]

Hi Katie,

Thanks for the update. It has no devices plugged in as its only cable goes to my firewall, which isn't plugged in as it will conflict. I also forgot to get the IP as well, sorry about that, as it will be different as my firewall has a different MAC address so VM will assign i a different IP, hence the red in the chart.

Will post later when I'm home this evening.

[Travis_M]

Thanks @pjshots

Make sure to keep us updated 🙂 

Regards

[pjshots]

Hi,

There didn't appear to be any errors yesterday whilst in router mode, but no devices were connected. SHub was unplugged and repowered last night.

Log since last night:

Network Log

Time Priority Description

20/05/2021 09:57:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 08:54:35	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 08:54:13	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 08:44:21	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 08:33:32	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 08:33:11	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 08:21:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 07:39:42	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 07:18:41	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 06:50:6	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	139000000	5	36	256 qam	1
2	147000000	5	36	256 qam	2
3	155000000	4.9	36	256 qam	3
4	163000000	4.8	36	256 qam	4
5	171000000	4.6	36	256 qam	5
6	179000000	4.5	36	256 qam	6
7	187000000	4.5	36	256 qam	7
8	195000000	4	36	256 qam	8
9	203000000	3.7	36	256 qam	9
10	211000000	3.4	36	256 qam	10
11	219000000	3.2	36	256 qam	11
12	227000000	2.9	36	256 qam	12
13	235000000	3	36	256 qam	13
14	243000000	3.2	36	256 qam	14
15	251000000	3.2	36	256 qam	15
16	259000000	3.4	36	256 qam	16
17	267000000	3.7	36	256 qam	17
18	275000000	3.7	36	256 qam	18
19	283000000	4	36	256 qam	19
20	291000000	3.9	36	256 qam	20
21	299000000	4.3	36	256 qam	21
22	307000000	4.8	36	256 qam	22
23	315000000	5	36	256 qam	23
24	323000000	4.9	36	256 qam	24

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	36.3	5239	7051
2	Locked	36.6	3889	6324
3	Locked	36.6	3034	7019
4	Locked	36.6	2535	6929
5	Locked	36.3	2159	6968
6	Locked	36.6	1803	6805
7	Locked	36.3	1356	4689
8	Locked	36.3	1236	3672
9	Locked	36.3	1049	2730
10	Locked	36.3	885	1446
11	Locked	36.6	790	897
12	Locked	36.3	669	507
13	Locked	36.6	618	268
14	Locked	36.3	446	129
15	Locked	36.6	329	84
16	Locked	36.3	359	18
17	Locked	36.3	295	68
18	Locked	36.3	322	34
19	Locked	36.3	256	58
20	Locked	36.6	270	25
21	Locked	36.3	320	46
22	Locked	36.3	350	131
23	Locked	36.6	349	94
24	Locked	36.6	287	62

Thanks.

[lotharmat]

That's a lot of errors!!

[pjshots]

A few. At my house, Alex devices don't seem to like the condition of the connection most of the time. When you say 'Alexa' there is a 5 second or so delay before she answers and then it cuts off when you're saying what you want lol! Love that, means the family can't talk to me.

To be fair, most of the time the Internet works fine, but when it goes wrong, all my devices switch to 4g or go offline and take ages to settle back down again. The misus is working at home, so she notices it more through the day as she uses a work remote desktop and any connectivity drop and the remote desktop disconnects.

The connection used to be rock solid, as in the best thing since sliced tiger bread, but not so much this past couple of months.

[Laurie_C]

Hi @pjshots,

Thanks for getting back to us. I'm afraid that I still can't see any errors from our end, everything looks good and within the normal limits. Have you been able to set-up a BQM with your Hub in Hub mode? If so, could you please provide a link to this so that we can take a closer look for you?

Kind regards,

Laurie