on 01-10-2023 18:11
My M125 connection has been really unreliable recently, with occassionally really bad latency, slow speeds and sometimes complete loss of service. I've got a Hub3 in modem mode and my systems are experiencing problems through ethernet not just wifi.
Log shows a few criticals and warnings: RCS Partial Service and also SYNC Timing Synchronization failure - Loss of Sync
Research of similar issues here suggests I need an engineer visit as it's likely to be something between my hub and the cab. I've done all the usual things, full power-off for 10 minutes and restart, as well as checking for tight cable connections. None of that has helped so far.
Could I get some help from a support tech please? Here are my logs.
Time | Priority | Description |
01/10/2023 11:43:00 | Warning! | RCS Partial Service; CM-MAC=48:d3:43:xx:xx:xx; CMTS-MAC=28:52:61:xx:xx:xx; CM-QOS=1.1; CM-VER=3.0; |
01/10/2023 11:43:00 | critical | SYNC Timing Synchronization failure - Loss of Sync; CM-MAC=48:d3:43:xx:xx:xx; CMTS-MAC=28:52:61:xx:xx:xx; CM-QOS=1.1; CM-VER=3.0; |
01/10/2023 11:42:52 | Warning! | RCS Partial Service; CM-MAC=48:d3:43:xx:xx:xx; CMTS-MAC=28:52:61:xx:xx:xx; CM-QOS=1.1; CM-VER=3.0; |
01/10/2023 11:42:08 | critical | No Ranging Response received - T3 time-out; CM-MAC=48:d3:43:xx:xx:xx; CMTS-MAC=28:52:61:xx:xx:xx; CM-QOS=1.1; CM-VER=3.0; |
01/10/2023 11:40:16 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out; CM-MAC=48:d3:43:xx:xx:xx; CMTS-MAC=28:52:61:xx:xx:xx; CM-QOS=1.1; CM-VER=3.0; |
01/10/2023 11:38:07 | critical | No Ranging Response received - T3 time-out; CM-MAC=48:d3:43:xx:xx:xx; CMTS-MAC=28:52:61:xx:xx:xx; CM-QOS=1.1; CM-VER=3.0; |
01/10/2023 11:38:07 | critical | Unicast Ranging Received Abort Response - initializing MAC; CM-MAC=48:d3:43:xx:xx:xx; CMTS-MAC=28:52:61:xx:xx:xx; CM-QOS=1.1; CM-VER=3.0; |
01/10/2023 11:37:31 | critical | No Ranging Response received - T3 time-out; CM-MAC=48:d3:43:xx:xx:xx; CMTS-MAC=28:52:61:xx:xx:xx; CM-QOS=1.1; CM-VER=3.0; |
01/10/2023 09:15:02 | Warning! | RCS Partial Service; CM-MAC=48:d3:43:xx:xx:xx; CMTS-MAC=28:52:61:xx:xx:xx; CM-QOS=1.1; CM-VER=3.0; |
29/09/2023 19:27:41 | critical | No Ranging Response received - T3 time-out; CM-MAC=48:d3:43:xx:xx:xx; CMTS-MAC=28:52:61:xx:xx:xx; CM-QOS=1.1; CM-VER=3.0; |
29/09/2023 11:33:22 | Warning! | RCS Partial Service; CM-MAC=48:d3:43:xx:xx:xx; CMTS-MAC=28:52:61:xx:xx:xx; CM-QOS=1.1; CM-VER=3.0; |
29/09/2023 11:33:22 | critical | SYNC Timing Synchronization failure - Loss of Sync; CM-MAC=48:d3:43:xx:xx:xx; CMTS-MAC=28:52:61:xx:xx:xx; CM-QOS=1.1; CM-VER=3.0; |
29/09/2023 05:29:57 | Warning! | RCS Partial Service; CM-MAC=48:d3:43:xx:xx:xx; CMTS-MAC=28:52:61:xx:xx:xx; CM-QOS=1.1; CM-VER=3.0; |
28/09/2023 22:09:03 | critical | No Ranging Response received - T3 time-out; CM-MAC=48:d3:43:xx:xx:xx; CMTS-MAC=28:52:61:xx:xx:xx; CM-QOS=1.1; CM-VER=3.0; |
28/09/2023 22:08:51 | Warning! | RCS Partial Service; CM-MAC=48:d3:43:xx:xx:xx; CMTS-MAC=28:52:61:xx:xx:xx; CM-QOS=1.1; CM-VER=3.0; |
28/09/2023 16:59:52 | critical | No Ranging Response received - T3 time-out; CM-MAC=48:d3:43:xx:xx:xx; CMTS-MAC=28:52:61:xx:xx:xx; CM-QOS=1.1; CM-VER=3.0; |
28/09/2023 09:36:29 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified; CM-MAC=48:d3:43:xx:xx:xx; CMTS-MAC=28:52:61:xx:xx:xx; CM-QOS=1.1; CM-VER=3.0; |
28/09/2023 09:36:29 | Error | DHCP RENEW WARNING - Field invalid in response v4 option; CM-MAC=48:d3:43:xx:xx:xx; CMTS-MAC=28:52:61:xx:xx:xx; CM-QOS=1.1; CM-VER=3.0; |
Thanks! Nick Clark.
Answered! Go to Answer
on 07-10-2023 14:50
Ok my issue is resolved. In the end instead of just tightening the connections, this time I disconnected the cables coming in to the house, cleaned the connectors thoroughly as well as the connection box outside, used WD40 to ensure no water contamination, and re-tightened everything with spanners to ensure tightness. Finally i also disconnected the TV lead at the splitter and terminated that connection with a proper terminator. Not had a problem since. There was a marked drop in max latency as well as packet loss dropping to near 0. No disconnections since and speed has improved too!
on 01-10-2023 20:54
Please post a full set of stats, it looks like a circuit problem.
01-10-2023 21:30 - edited 01-10-2023 21:43
01-10-2023 21:36 - edited 01-10-2023 21:43
Did you mean this stuff?
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
1 | 387000000 | -0.5 | 40 | 256 qam | 32 |
2 | 251000000 | 1.4 | 38 | 256 qam | 15 |
3 | 259000000 | 1.2 | 40 | 256 qam | 16 |
4 | 267000000 | 1.2 | 38 | 256 qam | 17 |
5 | 275000000 | 1 | 38 | 256 qam | 18 |
6 | 283000000 | 0.7 | 38 | 256 qam | 19 |
7 | 291000000 | 0.2 | 38 | 256 qam | 20 |
8 | 299000000 | 0.4 | 38 | 256 qam | 21 |
9 | 307000000 | 0 | 38 | 256 qam | 22 |
10 | 315000000 | -0.4 | 38 | 256 qam | 23 |
11 | 323000000 | -0.2 | 38 | 256 qam | 24 |
12 | 331000000 | -0.2 | 38 | 256 qam | 25 |
13 | 339000000 | 0 | 38 | 256 qam | 26 |
14 | 347000000 | -0.2 | 38 | 256 qam | 27 |
15 | 355000000 | -0.4 | 38 | 256 qam | 28 |
16 | 363000000 | 0 | 38 | 256 qam | 29 |
17 | 371000000 | 0 | 40 | 256 qam | 30 |
18 | 379000000 | -0.4 | 38 | 256 qam | 31 |
19 | 395000000 | -0.7 | 40 | 256 qam | 33 |
20 | 403000000 | -0.9 | 38 | 256 qam | 34 |
21 | 411000000 | -0.9 | 38 | 256 qam | 35 |
22 | 419000000 | -1.4 | 38 | 256 qam | 36 |
23 | 523000000 | -5.2 | 37 | 256 qam | 37 |
24 | 531000000 | -5.7 | 37 | 256 qam | 38 |
Channel | Locked Status | RxMER (dB) | Pre RS Errors | Post RS Errors |
1 | Locked | 40.3 | 5 | 0 |
2 | Locked | 38.9 | 7 | 0 |
3 | Locked | 40.3 | 6 | 0 |
4 | Locked | 38.9 | 4 | 0 |
5 | Locked | 38.9 | 5 | 0 |
6 | Locked | 38.9 | 6 | 0 |
7 | Locked | 38.9 | 9 | 0 |
8 | Locked | 38.9 | 9 | 0 |
9 | Locked | 38.9 | 17 | 0 |
10 | Locked | 38.6 | 19 | 0 |
11 | Locked | 38.9 | 11 | 0 |
12 | Locked | 38.6 | 17 | 0 |
13 | Locked | 38.6 | 12 | 0 |
14 | Locked | 38.9 | 13 | 0 |
15 | Locked | 38.9 | 12 | 0 |
16 | Locked | 38.9 | 9 | 0 |
17 | Locked | 40.3 | 9 | 0 |
18 | Locked | 38.9 | 8 | 0 |
19 | Locked | 40.3 | 13 | 0 |
20 | Locked | 38.6 | 9 | 0 |
21 | Locked | 38.6 | 4 | 0 |
22 | Locked | 38.9 | 4 | 0 |
23 | Locked | 37.6 | 210 | 0 |
24 | Locked | 37.3 | 357 | 0 |
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 23600000 | 43 | 5120 | 64 qam | 5 |
2 | 30100000 | 43.5 | 5120 | 64 qam | 4 |
3 | 36600000 | 43.5 | 5120 | 64 qam | 3 |
4 | 43100000 | 43.5 | 5120 | 64 qam | 2 |
5 | 49600000 | 45 | 5120 | 64 qam | 1 |
Channel | Channel Type | T1 Timeouts | T2 Timeouts | T3 Timeouts | T4 Timeouts |
1 | ATDMA | 0 | 0 | 2 | 0 |
2 | ATDMA | 0 | 0 | 1 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
5 | ATDMA | 0 | 0 | 0 | 0 |
on 04-10-2023 09:36
Hi @NeedsCoffee
Welcome to the community forums.
Sorry to hear you're having issues with your service at this time.
I have checked the systems at this side and all look good with your specs and I cannot find any issues within the area that might be causing this.
I'm unable to run any further checks as your hub is in modem mode and we would need this in router mode to investigate anything else at our side.
Are you able to place the hub into router mode and also set up and post a live broadband quality monitor on this forums and we'll support further with this issue.
You can set up your live broadband quality monitor here.
on 04-10-2023 23:29
Thanks for responding Carley. The live BQM is in my signature I'm pleased to say.
I will investigate switching to router mode tomorrow, however it would be a somewhat disruptive change and interfere with work so might not happen for a bit.
Here's an updated stats table in case it's useful, seem to be a lot of pre- and post- rs errors in the downstream.
Downstream bonded channels | |||||
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
1 | 387000000 | -0.9 | 38 | 256 qam | 32 |
2 | 251000000 | 1.2 | 38 | 256 qam | 15 |
3 | 259000000 | 1.2 | 40 | 256 qam | 16 |
4 | 267000000 | 1 | 38 | 256 qam | 17 |
5 | 275000000 | 0.7 | 38 | 256 qam | 18 |
6 | 283000000 | 0.7 | 38 | 256 qam | 19 |
7 | 291000000 | 0 | 38 | 256 qam | 20 |
8 | 299000000 | 0.2 | 38 | 256 qam | 21 |
9 | 307000000 | -0.2 | 38 | 256 qam | 22 |
10 | 315000000 | -0.7 | 38 | 256 qam | 23 |
11 | 323000000 | -0.5 | 38 | 256 qam | 24 |
12 | 331000000 | -0.5 | 38 | 256 qam | 25 |
13 | 339000000 | -0.4 | 38 | 256 qam | 26 |
14 | 347000000 | -0.5 | 38 | 256 qam | 27 |
15 | 355000000 | -0.7 | 38 | 256 qam | 28 |
16 | 363000000 | -0.5 | 38 | 256 qam | 29 |
17 | 371000000 | -0.4 | 40 | 256 qam | 30 |
18 | 379000000 | -0.7 | 38 | 256 qam | 31 |
19 | 395000000 | -1 | 38 | 256 qam | 33 |
20 | 403000000 | -1 | 38 | 256 qam | 34 |
21 | 411000000 | -1.2 | 38 | 256 qam | 35 |
22 | 419000000 | -1.7 | 38 | 256 qam | 36 |
23 | 523000000 | -5.5 | 37 | 256 qam | 37 |
24 | 531000000 | -6 | 37 | 256 qam | 38 |
Downstream bonded channels | |||||
Channel | Locked Status | RxMER (dB) | Pre RS Errors | Post RS Errors | |
1 | Locked | 38.9 | 352 | 486 | |
2 | Locked | 38.9 | 485 | 425 | |
3 | Locked | 40.3 | 494 | 2239 | |
4 | Locked | 38.9 | 429 | 723 | |
5 | Locked | 38.9 | 412 | 676 | |
6 | Locked | 38.9 | 434 | 604 | |
7 | Locked | 38.6 | 488 | 611 | |
8 | Locked | 38.9 | 428 | 605 | |
9 | Locked | 38.9 | 462 | 596 | |
10 | Locked | 38.6 | 455 | 640 | |
11 | Locked | 38.9 | 446 | 675 | |
12 | Locked | 38.6 | 432 | 758 | |
13 | Locked | 38.6 | 425 | 737 | |
14 | Locked | 38.9 | 390 | 703 | |
15 | Locked | 38.9 | 396 | 654 | |
16 | Locked | 38.6 | 380 | 689 | |
17 | Locked | 40.3 | 381 | 705 | |
18 | Locked | 38.6 | 354 | 653 | |
19 | Locked | 38.9 | 331 | 673 | |
20 | Locked | 38.9 | 350 | 601 | |
21 | Locked | 38.9 | 373 | 662 | |
22 | Locked | 38.6 | 403 | 769 | |
23 | Locked | 37.6 | 1640 | 778 | |
24 | Locked | 37.6 | 2393 | 711 | |
Upstream bonded channels | |||||
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 23600000 | 43.5 | 5120 | 64 qam | 5 |
2 | 30100000 | 45 | 5120 | 64 qam | 4 |
3 | 36600000 | 45 | 5120 | 64 qam | 3 |
4 | 43100000 | 45 | 5120 | 64 qam | 2 |
5 | 49600000 | 45 | 5120 | 64 qam | 1 |
Upstream bonded channels | |||||
Channel | Channel Type | T1 Timeouts | T2 Timeouts | T3 Timeouts | T4 Timeouts |
1 | ATDMA | 0 | 0 | 2 | 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 |
Here are some monitoring graphs for the last few days...
Mon 2nd October
Tue 3rd October
Wed 4th October
Thank you for your help!
04-10-2023 23:50 - edited 04-10-2023 23:52
Thank you for replying Carley.
My live BQM is in my profile I'm pleased to say.
I'll investigate switching back to router mode tomorrow. It'll be a bit disruptive for my work so might be a while before I can do that.
Here are some up to date stats from the Hub3, getting loads of Rs errors in the downstream...
Downstream bonded channels | |||||
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
1 | 387000000 | -0.9 | 38 | 256 qam | 32 |
2 | 251000000 | 1.2 | 38 | 256 qam | 15 |
3 | 259000000 | 1.2 | 40 | 256 qam | 16 |
4 | 267000000 | 1 | 38 | 256 qam | 17 |
5 | 275000000 | 0.7 | 38 | 256 qam | 18 |
6 | 283000000 | 0.7 | 38 | 256 qam | 19 |
7 | 291000000 | 0 | 38 | 256 qam | 20 |
8 | 299000000 | 0.2 | 38 | 256 qam | 21 |
9 | 307000000 | -0.2 | 38 | 256 qam | 22 |
10 | 315000000 | -0.7 | 38 | 256 qam | 23 |
11 | 323000000 | -0.5 | 38 | 256 qam | 24 |
12 | 331000000 | -0.5 | 38 | 256 qam | 25 |
13 | 339000000 | -0.4 | 38 | 256 qam | 26 |
14 | 347000000 | -0.5 | 38 | 256 qam | 27 |
15 | 355000000 | -0.7 | 38 | 256 qam | 28 |
16 | 363000000 | -0.5 | 38 | 256 qam | 29 |
17 | 371000000 | -0.4 | 40 | 256 qam | 30 |
18 | 379000000 | -0.7 | 38 | 256 qam | 31 |
19 | 395000000 | -1 | 38 | 256 qam | 33 |
20 | 403000000 | -1 | 38 | 256 qam | 34 |
21 | 411000000 | -1.2 | 38 | 256 qam | 35 |
22 | 419000000 | -1.7 | 38 | 256 qam | 36 |
23 | 523000000 | -5.5 | 37 | 256 qam | 37 |
24 | 531000000 | -6 | 37 | 256 qam | 38 |
Downstream bonded channels | |||||
Channel | Locked Status | RxMER (dB) | Pre RS Errors | Post RS Errors | |
1 | Locked | 38.9 | 352 | 486 | |
2 | Locked | 38.9 | 485 | 425 | |
3 | Locked | 40.3 | 494 | 2239 | |
4 | Locked | 38.9 | 429 | 723 | |
5 | Locked | 38.9 | 412 | 676 | |
6 | Locked | 38.9 | 434 | 604 | |
7 | Locked | 38.6 | 488 | 611 | |
8 | Locked | 38.9 | 428 | 605 | |
9 | Locked | 38.9 | 462 | 596 | |
10 | Locked | 38.6 | 455 | 640 | |
11 | Locked | 38.9 | 446 | 675 | |
12 | Locked | 38.6 | 432 | 758 | |
13 | Locked | 38.6 | 425 | 737 | |
14 | Locked | 38.9 | 390 | 703 | |
15 | Locked | 38.9 | 396 | 654 | |
16 | Locked | 38.6 | 380 | 689 | |
17 | Locked | 40.3 | 381 | 705 | |
18 | Locked | 38.6 | 354 | 653 | |
19 | Locked | 38.9 | 331 | 673 | |
20 | Locked | 38.9 | 350 | 601 | |
21 | Locked | 38.9 | 373 | 662 | |
22 | Locked | 38.6 | 403 | 769 | |
23 | Locked | 37.6 | 1640 | 778 | |
24 | Locked | 37.6 | 2393 | 711 | |
Upstream bonded channels | |||||
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 23600000 | 43.5 | 5120 | 64 qam | 5 |
2 | 30100000 | 45 | 5120 | 64 qam | 4 |
3 | 36600000 | 45 | 5120 | 64 qam | 3 |
4 | 43100000 | 45 | 5120 | 64 qam | 2 |
5 | 49600000 | 45 | 5120 | 64 qam | 1 |
Upstream bonded channels | |||||
Channel | Channel Type | T1 Timeouts | T2 Timeouts | T3 Timeouts | T4 Timeouts |
1 | ATDMA | 0 | 0 | 2 | 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 |
Things were pretty glitchy on Tuesday 3rd Oct:
on 07-10-2023 14:50
Ok my issue is resolved. In the end instead of just tightening the connections, this time I disconnected the cables coming in to the house, cleaned the connectors thoroughly as well as the connection box outside, used WD40 to ensure no water contamination, and re-tightened everything with spanners to ensure tightness. Finally i also disconnected the TV lead at the splitter and terminated that connection with a proper terminator. Not had a problem since. There was a marked drop in max latency as well as packet loss dropping to near 0. No disconnections since and speed has improved too!
on 09-10-2023 15:10
Thanks for coming back to us NeedsCoffee and I'm glad to hear that your issues have now been resolved.
Kind Regards,
Steven_L