Internet connection dropping out

[Stuart1441]

Hi, 

I'm having an issue with intermittent signal which keeps dropping out whilst streaming or on Conference (MS Teams) calls. I've power cycled the modem and my WIFI AP's and modem but the network log is constantly flagging the same warnings. 

I'm seeing intermittent network issues with my Hub 3.0.  Searching the network log I see a lot of RCS Partial Service and SYNC Timing Synchronization failure entries.  I've noticed a number of customers here have had similar problems and users here have been able to to help diagnose them.  

Network Status copied below

Downstream bonded channels

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

1          202750000        3.2        38         256 qam           9

2          210750000        3          38         256 qam           10

3          218750000        2.5        38         256 qam           11

4          226750000        2.2        38         256 qam           12

5          234750000        2          38         256 qam           13

6          242750000        1.9        38         256 qam           14

7          250750000        2          38         256 qam           15

8          258750000        2.2        38         256 qam           16

9          266750000        2.4        38         256 qam           17

10         274750000        2.4        38         256 qam           18

11         282750000        2.5        38         256 qam           19

12         290750000        2.7        38         256 qam           20

13         298750000        3          38         256 qam           21

14         306750000        3          38         256 qam           22

15         314750000        3          38         256 qam           23

16         322750000        3          38         256 qam           24

17         330750000        3.2        38         256 qam           25

18         338750000        3.5        38         256 qam           26

19         346750000        3.2        38         256 qam           27

20         354750000        2.9        40         256 qam           28

21         362750000        2.5        38         256 qam           29

22         370750000        2.2        38         256 qam           30

23         378750000        2          38         256 qam           31

24         386750000        1.7        38         256 qam           32

Downstream bonded channels

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

1          Locked 38.6      21722   31249

2          Locked 38.6      20500   27110

3          Locked 38.9      20127   24428

4          Locked 38.9      20055   25120

5          Locked 38.6      19105   25586

6          Locked 38.6      18253   25769

7          Locked 38.9      17444   21112

8          Locked 38.9      17391   18523

9          Locked 38.9      17667   19385

10         Locked 38.9      16676   18497

11         Locked 38.9      15610   17040

12         Locked 38.9      15602   16015

13         Locked 38.6      16749   16826

14         Locked 38.9      16262   16807

15         Locked 38.9      15567   14710

16         Locked 38.9      14526   13522

17         Locked 38.9      13650   12074

18         Locked 38.9      14156   12144

19         Locked 38.9      14586   11593

20         Locked 40.3      13431   10494

21         Locked 38.9      13462   9767

22         Locked 38.9      13577   10795

23         Locked 38.6      14372   11814

24         Locked 38.9      14581   10916

Upstream bonded channels

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

1          39400000          47         5120     64 qam 4

2          46200000          47.3      5120     64 qam 3

3          32600000          47         5120     64 qam 9

4          25800000          47         5120     64 qam 10

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

Refresh data

Network Log

Time     Priority  Description

28/07/2021 07:21:26      notice   LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/07/2021 20:33:58      Warning!           RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/07/2021 20:33:41      critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/07/2021 20:32:47      Warning!          

[Stuart1441]

latest Error Logs

Time Priority Description
28/07/2021 12:47:20 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2021 12:46:44 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2021 12:46:44 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2021 12:45:57 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2021 12:45:57 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2021 12:44:54 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2021 12:44:54 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2021 12:42:42 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2021 12:42:42 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2021 12:40:10 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2021 12:40:10 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2021 12:37:26 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2021 12:37:26 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2021 12:37:25 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2021 12:37:25 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2021 12:37:13 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2021 12:36:19 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2021 11:43:48 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2021 07:21:26 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 20:33:58 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Andrew-G]

Power levels, SNR, modulation all look OK.  Network log and downstream error numbers look bad - when was hub last rebooted as that's when the error count gets zeroed?

I suspect either an area noise fault, or something on your connection that requires a technician, but if we can work out how fast the post-RS numbers are rising then that gives some idea of severity.

[Stuart1441]

Thanks for the reply

I rebooted the whole network at 1100 today 28-07-21

[Andrew-G]

Can you repost the current view of the downstream table (just the one with the error counts), ta.

[Stuart1441]

Downstream bonded channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 38.6 2614 4512 2 Locked 38.9 2531 4837 3 Locked 38.9 2535 4049 4 Locked 38.9 2565 3841 5 Locked 38.6 2462 3958 6 Locked 38.9 2401 3956 7 Locked 38.9 2184 3953 8 Locked 38.9 2308 3215 9 Locked 38.9 2238 3225 10 Locked 38.6 2177 3074 11 Locked 38.9 2018 3090 12 Locked 38.9 2010 3045 13 Locked 38.9 2170 3244 14 Locked 38.9 2174 2914 15 Locked 38.6 2000 2942 16 Locked 38.9 1870 2941 17 Locked 38.9 1801 2435 18 Locked 38.6 1885 2447 19 Locked 38.9 1926 2329 20 Locked 38.6 1699 2149 21 Locked 38.9 1615 2152 22 Locked 38.9 1826 2143 23 Locked 38.9 1915 2315 24 Locked 38.9 1803 2303

[Stuart1441]

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 2614 4512
2 Locked 38.9 2531 4837
3 Locked 38.9 2535 4049
4 Locked 38.9 2565 3841
5 Locked 38.6 2462 3958
6 Locked 38.9 2401 3956
7 Locked 38.9 2184 3953
8 Locked 38.9 2308 3215
9 Locked 38.9 2238 3225
10 Locked 38.6 2177 3074
11 Locked 38.9 2018 3090
12 Locked 38.9 2010 3045
13 Locked 38.9 2170 3244
14 Locked 38.9 2174 2914
15 Locked 38.6 2000 2942
16 Locked 38.9 1870 2941
17 Locked 38.9 1801 2435
18 Locked 38.6 1885 2447
19 Locked 38.9 1926 2329
20 Locked 38.6 1699 2149
21 Locked 38.9 1615 2152
22 Locked 38.9 1826 2143
23 Locked 38.9 1915 2315
24 Locked 38.9 1803 2303

[Andrew-G]

Yep, those post-RS errors are very poor.  I've marked for staff to advise.

[Gareth_L]

Hello Stuart1441

Thanks for that information, sorry you are not having the best service 

I am more than happy to take a look at this for you 
I will need to send you a private message to pass security 
If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L

[Gareth_L]

Thanks Stuart1441

I have had a look at the account 

I have booked the first engineer appointment we have available
You can check and reschedule this appointment through your online account if you need to
You can also cancel it if the fault has gone 
Can you please let me know how the visit goes 
Gareth_L