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Frequent drops outs, RCS Partial Service, SYNC Timing Synchronization failure,No Ranging Response receive

Hi All,

I've been having an issue with my broadband for several weeks and I am unsure of how to proceed.I am getting multiple drop outs a day, sometimes for a minute or so and some times for several minutes. At first I thought it could be lock down/load related but having read around it seems it could be an issue with the cabling or something similar.

If I perform a speed test i am lucky to get 100 down (i pay for 200), 50-60 is more the average.

If I leave a ping running the response time varies between 12ms to 2-300ms or I get a time-out.

I don't want to take up a support staff resource unless I need to, so hope someone can assist on here.

I have checked all the cables are secured and i can see no visible damage to either the cabling or the box outside on the wall. I have also rebooted the Superhub as well as reset it.

Each drop out seems to coincide with an error logged on the modem.

Network Log (partial – had to cut it down for max message limit)

20/05/2020 20:51:1

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.0;

20/05/2020 20:50:54

Warning!

RCS Partial Service;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.0;

20/05/2020 20:50:53

critical

No Ranging Response received - T3 time-out;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.0;

20/05/2020 20:44:53

Warning!

RCS Partial Service;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.0;

 

 

 

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

139000000

-1.4

38

256 qam

1

2

147000000

-1.7

38

256 qam

2

3

155000000

-2

38

256 qam

3

4

163000000

-2.2

38

256 qam

4

5

171000000

-2.4

40

256 qam

5

6

179000000

-2.5

38

256 qam

6

7

187000000

-2.7

38

256 qam

7

8

195000000

-3

40

256 qam

8

9

203000000

-3.5

40

256 qam

9

10

211000000

-3.9

38

256 qam

10

11

219000000

-3.9

35

256 qam

11

12

227000000

-3.9

36

256 qam

12

13

235000000

-4

38

256 qam

13

14

243000000

-4.4

38

256 qam

14

15

251000000

-4.5

38

256 qam

15

16

259000000

-4.7

38

256 qam

16

17

267000000

-5

38

256 qam

17

18

275000000

-5.2

40

256 qam

18

19

283000000

-5.2

38

256 qam

19

20

291000000

-5.2

38

256 qam

20

21

299000000

-5

38

256 qam

21

22

307000000

-5.2

38

256 qam

22

23

315000000

-5.4

38

256 qam

23

24

323000000

-5.5

38

256 qam

24

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

40.3

4

0

2

Locked

39.8

14650

19808

3

Locked

40.3

26234

1827

4

Locked

38.9

14129

12527

5

Locked

38.9

10426

17220

6

Locked

40.3

7148

636

7

Locked

39.3

11129

34338

8

Locked

38.9

26115

17526

9

Locked

40.9

30

1

10

Locked

40.3

34

0

11

Locked

38.9

61

2

12

Locked

35

133

14

13

Locked

36.6

74

11

14

Locked

38.9

35

12

15

Locked

38.9

45

12

16

Locked

38.6

42

12

17

Locked

38.9

52

12

18

Locked

38.9

22

12

19

Locked

40.3

41

10

20

Locked

38.9

164

2

21

Locked

38.6

100

1

22

Locked

38.9

42

0

23

Locked

38.9

28

0

24

Locked

38.9

27

0

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

32600009

5.3

5120

64 qam

5

2

39399996

5.1

5120

64 qam

4

3

46199961

5.1

5120

64 qam

3

4

53699998

5.1

5120

64 qam

2

5

60299886

5.1

5120

64 qam

1

 

Upstream bonded channels

Channel

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

0

0

4

ATDMA

0

0

0

0

5

ATDMA

0

0

0

0

 

General Configuration

Network access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

Docsis30

Config file

redacted

 

Primary Downstream Service Flow

SFID

20805

Max Traffic Rate

230000061

Max Traffic Burst

42600

Min Traffic Rate

0

 

Primary Upstream Service Flow

SFID

20804

Max Traffic Rate

22000061

Max Traffic Burst

42600

Min Traffic Rate

0

Max Concatenated Burst

42600

Scheduling Type

BestEffort

 

Thanks in advance.

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Alessandro Volta
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Message 2 of 11
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Re: Frequent drops outs, RCS Partial Service, SYNC Timing Synchronization failure,No Ranging Response rec

are you Speedtesting wired or wirelessly?

Your stats are all off there and will likely need an engineer visit unless there an area fault 


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Message 3 of 11
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Re: Frequent drops outs, RCS Partial Service, SYNC Timing Synchronization failure,No Ranging Response rec

Thanks for the reply.

I'm speed testing wired.

I'll see if I can kick off a VM test from the Service Status page and see if that shows anything.

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Re: Frequent drops outs, RCS Partial Service, SYNC Timing Synchronization failure,No Ranging Response rec

That came back as "No issue" and there appears to be no local faults.
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Re: Frequent drops outs, RCS Partial Service, SYNC Timing Synchronization failure,No Ranging Response rec

Here is a link to my Broadband Quality Monitor graph

https://www.thinkbroadband.com/broadband/monitoring/quality/share/cf077ebf69ff739351109cc237de23b58c...

The red block at the start was because i hadn't configured my firewall correctly, the block at just before 0800 21/5 was a big outage - i had to power off my modem for several minutes as just a reboot wasn't working.

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Message 6 of 11
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Re: Frequent drops outs, RCS Partial Service, SYNC Timing Synchronization failure,No Ranging Response rec

Thanks for posting this as I have exactly the same experience and errors in my router mgmt page with the network log dropouts.

I have just signed up to the thinkbroadband service and begun monitoring my router - great source of info and useful to track.

Would love to hear what feedback you got from VM and if they troubleshooted and resolved, what did they do.

My experience exacerbated lately with home broadband and wifi as I upgraded to a mesh network and I am now having more dropouts with wifi, Alexa and smart TV compared to my cheap wifi extenders. I thought I had solved a problem by investing in £££'s worth of kit but it has made it worse ;o(

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Re: Frequent drops outs, RCS Partial Service, SYNC Timing Synchronization failure,No Ranging Response rec


@durn wrote:
That came back as "No issue" and there appears to be no local faults.

VM Status page will not show local faults.  As stated by Gary, your Upstream power is far too high and needs adjusting.  Also you have some channels with PostRS errors, and this will need fixed as well.  An engineer will be required to sort this out.

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Re: Frequent drops outs, RCS Partial Service, SYNC Timing Synchronization failure,No Ranging Response rec

Many thanks to you both on the feedback and replies - very helpful (and reassuring to know that it can likely be resolved!)

In the current situation what is the best way to arrange an engineer? Are there any mods on this board that can assist with this or shall I try the Text Messaging Service?

I have to admit I do not relish the thought of calling and sitting through all the front line support...

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Re: Frequent drops outs, RCS Partial Service, SYNC Timing Synchronization failure,No Ranging Response rec

A VM Tech should respond here within a day or so.
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Helpful Answer

Re: Frequent drops outs, RCS Partial Service, SYNC Timing Synchronization failure,No Ranging Resp...

Thank you for the post Durn.

 

As the lovely community has helped with diagnosing this, I'll pop you over a private message now if you can please respond to this by going to the purple envelope in the top right.

 

Thank you, Emily.

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