RCS Partial Service & SYNC Timing Synchronization failure

[sushibilly]

I have recently started to have intermittent broadband issues. It is not a wifi or internal network issue as Im able to ping the Hub during the outages (and often continue to receive downstream (I can hear people on a Zoom call but the cant hear my and I freeze), Pings to Google's DNS drop.

I have rebooted, reset etc with no joy.

Link to Thinkbroadband BQM: https://www.thinkbroadband.com/broadband/monitoring/quality/share/677c21c543e6cadcf2b3ff791117261347... 

Router Logs:-

TimePriorityDescription28/09/2021 18:01:49noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;28/09/2021 18:00:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;28/09/2021 18:00:38criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;28/09/2021 18:00:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;28/09/2021 18:00:5criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;28/09/2021 18:00:3Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;28/09/2021 18:00:3criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;28/09/2021 17:58:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;28/09/2021 17:58:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;28/09/2021 17:57:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;28/09/2021 17:57:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;28/09/2021 17:56:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;28/09/2021 17:56:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;28/09/2021 17:56:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;28/09/2021 17:56:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;28/09/2021 17:52:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;28/09/2021 17:52:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;28/09/2021 17:51:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;28/09/2021 17:51:48criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;28/09/2021 17:47:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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

1	203000000	7.3	37	256 qam	9
2	211000000	7.1	37	256 qam	10
3	219000000	6.3	37	256 qam	11
4	227000000	5.5	37	256 qam	12
5	235000000	5.5	37	256 qam	13
6	243000000	5.5	37	256 qam	14
7	251000000	5.4	37	256 qam	15
8	259000000	6.1	37	256 qam	16
9	267000000	6.4	37	256 qam	17
10	275000000	6.5	37	256 qam	18
11	283000000	6.1	37	256 qam	19
12	291000000	6.8	38	256 qam	20
13	299000000	6.9	37	256 qam	21
14	307000000	6.4	38	256 qam	22
15	315000000	6.3	37	256 qam	23
16	323000000	6.6	38	256 qam	24
17	331000000	6.8	37	256 qam	25
18	339000000	5.5	37	256 qam	26
19	347000000	5.3	38	256 qam	27
20	355000000	5	37	256 qam	28
21	363000000	5	38	256 qam	29
22	371000000	4.5	37	256 qam	30
23	379000000	4.3	37	256 qam	31
24	387000000	4.3	37	256 qam	32

Downstream bonded channels

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

1	Locked	37.3	555789	4234821
2	Locked	37.6	549378	4419261
3	Locked	37.3	577425	4501314
4	Locked	37.3	606959	4625833
5	Locked	37.6	585925	4610153
6	Locked	37.3	595114	4611952
7	Locked	37.3	578959	4658360
8	Locked	37.6	549728	4627593
9	Locked	37.6	525011	4554404
10	Locked	37.6	522046	4648063
11	Locked	37.6	522500	4716629
12	Locked	38.6	496486	4681477
13	Locked	37.3	516283	4266984
14	Locked	38.6	524139	4305404
15	Locked	37.6	524008	4285446
16	Locked	38.6	511277	4122683
17	Locked	37.3	515396	4081600
18	Locked	37.3	546010	4169101
19	Locked	38.6	549061	4210221
20	Locked	37.6	545792	4201721
21	Locked	38.6	544920	4204109
22	Locked	37.6	552836	4241986
23	Locked	37.6	561284	4292548
24	Locked	37.6	537861	4458010

Sounds like others have long issues with this - not called support as I cant find the number!

[g0akc]

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- not called support as I cant find the number!

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Try 0345 454 1111

If you have a VM phone call 150

[Natalie_L]

HI sushibilly, 

Welcome to the Community and thanks for getting in touch. 

I am sorry to hear you have been experiencing issues with the service. 

I have taken a look through the data you have supplied and have tried to check it against our live reporting data but I am afraid we have been unable to locate your account via the community details. 

Have you been able to speak to the team since your post to us? If not, I would be happy to look in this further for you. 

Thanks