Internet freezes/lags and hub loses connection

[bammers81]

Hi everyone, hoping someone maybe able to help or can give some tips. 

I have a hub 3.0 in modem only mode with an ASUS router for my home network - has generally worked well for the last couple of years but over the last month or so have been suffering from freezes during Teams calls and occasionally a complete drop with the hub phone light blinking red and the hub requiring a reboot to restore a connection (local network through the ASUS router remains fine)

I have setup BQM and copied logs from the virgin hub/modem which are both shown below.
It appears to show lots of errors but not sure if these are 'normal' or whether there is anything I need to do / should be worried about?

Thanks in advance for any help

Time	Priority	Description
01/10/2024 15:51	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:50	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:50	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:47	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:47	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:41	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:41	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:39	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:39	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:39	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:39	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:37	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:37	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2024 15:35	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Adduxi]

Any VM tech worth their salt will know what noise ingress is. Have the BQM to hand, and note the PostRS errors.  It may be difficult to fix, e.g. fault in the cabinet, cable faulty and needs a repull etc.  Some of these errors are outside the scope of the visiting tech, and may need 2nd line network techs to analyse and fix.  Good Luck 🙂

[Adduxi]

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@Rosebush18 wrote:

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@Adduxi wrote:

Any VM tech worth their salt will know what noise ingress is. 

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That’s somewhat overly optimistic, no?

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I couldn't possibly comment ........

[bammers81]

Just for info - the hub just did it's complete crash thing again (see BQM below). Just sits with the phone icon flashing red and is unresponsive to any device, only option is to turn it off and then back on which clears it. I did spot a different error message in the logs, which may have been related to the crash, so posting below in case helpful to others.

NB Also noticed since the crash that the pre RS errors are now climbing at a much quicker rate and seems to be a slower pace to the post RS errors (still thousands on both within minutes)

06/10/2024 11:39

notice

NOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Ahhhh  the dreaded ATOM !

See message 8 in here from @Sephiroth … and lots of other threads on here discuss this in the past
https://community.virginmedia.com/t5/Networking-and-WiFi/NOTICE-ATOM-is-restarted-due-to-Kernel-oops...

Push the Tech to swap it out for the Hub5 !

[bammers81]

Second engineer has just finished. Darryl was great and replaced everything between the brown box outside to the hub inside (I had an old install apparently which he has switched out to the new style so now the fibre cable itself comes inside the house and it is then converted into coax). Only been 15 minutes or so but so far 0 errors showing in the hub log which looks promising. Will post stats and BQM later today to see if finally resolved! Thanks all for your comments and help so far.    

[bammers81]

So now coming up to 8 hours since the second engineer left after replacing all cabling / components between where the main fibre line gets to my house and where the hub was based. So far connection has been so much better, hub shows a small number of pre-RS errors but no post-RS errors and the BQM is looking so much healthier 😍

Thanks again to all for your advice and guidance

[Adduxi]

Looking good and thanks for coming back with the update 🙂

As for the PreRS errors, these are fine as they are corrected errors, so no need for the data to be re-sent.  It's the PostRS ones that are the bad guys ..... !

[fizz]

good news!!! however it is also very annoying two engineers needed to visit this customer to fix what was a damn obvious problem.....

[Sabrina_B]

Hi @bammers81 👋.

Thanks for reaching out to us, apologies for the issues that you are having with your service. Please could you provide us with an updated test result including following these diagnostics 👉 Speed, with any and all third party Hubs/Routers removed and our Hub in router mode for these diagnostics to be performed and let us know if the improvements made are still functioning now.

Thanks

Sabrina

[bammers81]

Hi Sabrina,

Thanks for reaching out, the second engineer that visited me has resolved the issue. Everything has been working well since his visit and I no longer have any issues with the connection dropping out / poor latency. Many thanks