Connection Drop Outs - RCS Partial Service and Loss of Sync Errors
14-10-202010:17 - edited 14-10-202010:24
I have been suffering connection drop outs for over a week. My internet is very fast when working, but numerous times each day the connection drops completely for around 10 seconds at a time. This affects all devices, wired and wireless. This is incredibly disruptive as I'm working from home every day and spend much of each day on Teams video meetings, it is extremely embarrassing when my connection drops on meetings with important clients.
I have my laptop connected by ethernet cable to the router. When the connection drops, I can connect to the router, so I know the cable and LAN are fine. I can also connect to the router home page from wireless devices, so again I know the internal network is fine even when the internet is down.
Having raised the issue with the VM technical team, I was initially told it was a local area issue. That local issue was resolved but I still had the same issue, I was then told it was a wireless setting issue on my router, which I disputed because I connect by wire, but the VM team insisted this was causing the problems, so they talked me through changing some wireless settings, insisting that would fix my issues within 48hrs. Well here we are and the problem is still happening.
Anyway, I have noticed a number of errors on the network log of my router, I wonder whether anyone has seen these before, knows what they mean and whether they are the cause of my connection drops:
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Any help or advice would be very much appreciated. Thanks Steve
Re: Connection Drop Outs - RCS Partial Service and Loss of Sync Errors
Have you checked the 'Check Service Status' at the top of the page ?
If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.
Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.
If everything above is OK we need do some more troubleshooting; to start with …
Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.
Post a link to your BQM on here.
Instructions for posting BQM Link
Under your BQM graph are two links in red.
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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.
Can you please
Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter.
Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.
Hub 4 When the page appears LOG IN then click ‘Check Router Status’.
Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.