RCS Partial Service-SYNC Timing Synchronization failure - Loss of Sync

[Cradach]

Hi, I have been battling with VM over a long period of time about the multiple discos on my router! They have sent a tech out and have replaced all hardware from the Ethernet cable from pc to the street cabinet! The issue has also had a network check done, and they have found no issues!!

My Post RS Errors are reaching the 200k mark since my new router and cabling has been installed about a month ago! I am getting anywhere from 20-60 discos a day! Router is recording this, and before anyone says it's a device issue, I have had the whole flat turned off bar router to prove a point and still have discos!

This issue has been going on for over a year now and the best they have done is give me £20 off one bill. I am disabled and rely on my net for all comms! But now I am at wits end!!!

I am reasonably tech-savvy but only self-taught, so no tech heavy speech please lol!

HELP!!!!!!!!!!!!!!!!!!

[jbrennand]

Doesnt sound good! So, lets see all the data and folks can then comment sensibly
________________________________________________________________

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. On the first page up dont login (unless you have the Hub4/5 - when you do login) just click on the “router status” icon/text at bottom-middle (Hub3/4) or top/right (SH’s) of the Login page and then Navigate to these “pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts

If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

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

[Cradach]

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

1	331000000	3.7	40	256 qam	25
2	203000000	5	40	256 qam	9
3	211000000	4.8	40	256 qam	10
4	219000000	4.6	40	256 qam	11
5	227000000	4.6	40	256 qam	12
6	235000000	4.6	40	256 qam	13
7	243000000	4.5	40	256 qam	14
8	251000000	4.5	40	256 qam	15
9	259000000	4.6	40	256 qam	16
10	267000000	4.5	40	256 qam	17
11	275000000	4.5	40	256 qam	18
12	283000000	4.5	40	256 qam	19
13	291000000	4.3	40	256 qam	20
14	299000000	4.5	40	256 qam	21
15	307000000	4.5	40	256 qam	22
16	315000000	4.1	40	256 qam	23
17	323000000	3.9	40	256 qam	24
18	339000000	3.5	40	256 qam	26
19	347000000	3.4	40	256 qam	27
20	355000000	3	40	256 qam	28
21	363000000	3	40	256 qam	29
22	371000000	2.9	40	256 qam	30
23	379000000	2.9	40	256 qam	31
24	387000000	2.7	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	418358	136656
2	Locked	40.3	290790	131480
3	Locked	40.9	331485	139977
4	Locked	40.9	370134	165251
5	Locked	40.9	400126	162635
6	Locked	40.9	437430	178471
7	Locked	40.3	456135	180514
8	Locked	40.9	461059	178152
9	Locked	40.3	472821	178387
10	Locked	40.9	457051	167392
11	Locked	40.3	445725	152378
12	Locked	40.3	408463	142942
13	Locked	40.3	394390	141166
14	Locked	40.3	387010	142654
15	Locked	40.9	388319	142110
16	Locked	40.3	401976	147420
17	Locked	40.3	422547	150227
18	Locked	40.3	407939	137717
19	Locked	40.3	387320	132322
20	Locked	40.3	384746	131015
21	Locked	40.9	386655	135473
22	Locked	40.9	390042	133014
23	Locked	40.3	384359	131082
24	Locked	40.9	365617	126636

[Cradach]

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

1	39400000	43.3	5120	64 qam	4
2	46200000	43.3	5120	64 qam	3
3	53700000	43.3	5120	64 qam	2
4	32600000	43.3	5120	64 qam	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	7	0
2	ATDMA	0	0	9	0
3	ATDMA	0	0	5	0
4	ATDMA	0	0	3	0

[Cradach]

Time Priority Description

29/04/2022 14:20:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 14:20:23	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 14:20:21	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 14:20:21	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 14:19:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 14:19:24	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 14:16:56	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 14:16:56	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 14:05:56	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 14:05:56	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 13:58:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 13:58:44	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 12:43:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 12:43:30	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 12:42:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 12:42:50	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 12:41:22	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 12:41:22	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 12:41:19	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2022 12:41:19	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Cradach]

As requested jbrennand!

[jbrennand]

Lets see the BQM "Share live link"

Stats and Logs dont look great ! ... but just to nail it can you do this........

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech will be able to track down.

And noise can be difficult to pinpoint - as it may be a problem not only on you connection but on another neighbouring connection that is affecting you unbeknown to them.

My own example of this is when my daughter inadvertently (ahem!) introduced noise into my neighbours network connection after moving her V6 box using some longer cheap, tat, non-VM co-ax cable that she got from Amazon.

[Cradach]

I have had the tech lads out, and they have redone the whole of the wiring from Ethernet to outside box. The issue was the same after they had changed everything. So I do know that the issue has to be network based. I have just now set up a monitor 'Thinkbroadband' and will give it a couple of days to get a good reading. Since posting this, I have had three massive discos, but will also reset the router and give a day till I repost. I understand the noise possibility, and I just need VM to admit this is not a device or router issue! As I think I stated, I had literally unplugged anything that was either Wi-Fi or hardwired to router and turned off Wi-Fi on all mobile devices also. Gave it two hours and reconnected pc and only pc via hardwire. There had been ten discos in that time!

This has been an ongoing issue for nigh on three years and I have been told everything from, my fish tank is in the way of router, (I do not have a fish tank), to the router is not high enough and needs to be set above one meter! (I never knew the broad band worked on gravity feed!!!)

As for the monitor, I will post it either tomorrow or next day to give it a chance to have a good 24hrs to collect data!

[Cradach]

Oh! And it is not just the Wi-Fi, hardwire connection also drops.

[jbrennand]

Lets see the BQM asap. There may be an overutilisation issue - the BQM will show whether that might be an issue