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SteveH4r73
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Connection Drop Outs - RCS Partial Service and Loss of Sync Errors

Hi All,

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;

router status.png

Any help or advice would be very much appreciated.
Thanks
Steve

 

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MikeRobbo
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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.

Then

 

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.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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SteveH4r73
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Message 3 of 14
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Re: Connection Drop Outs - RCS Partial Service and Loss of Sync Errors

Hi Mike,
Appreciate the fast response.  I have checked local service status on my VM app, on the VM website and now via the number you shared, definitely no local service issues, thanks.

Here's the link to My BQM 

Router status info to follow...

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SteveH4r73
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Re: Connection Drop Outs - RCS Partial Service and Loss of Sync Errors

Downstream bonded channels     
ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
12E+080.440256 qam9
22.1E+080.240256 qam10
32.2E+080.240256 qam11
42.3E+080.238256 qam12
52.4E+08-0.538256 qam13
62.4E+08-1.238256 qam14
72.5E+08040256 qam15
82.6E+080.440256 qam16
92.7E+080.740256 qam17
102.8E+080.740256 qam18
112.8E+080.740256 qam19
122.9E+081.240256 qam20
133E+081.540256 qam21
143.1E+081.740256 qam22
153.2E+081.740256 qam23
163.2E+08240256 qam24
173.3E+082.440256 qam25
183.4E+082.740256 qam26
193.5E+082.740256 qam27
203.6E+081.940256 qam28
213.6E+081.240256 qam29
223.7E+081.240256 qam30
233.8E+081.240256 qam31
243.9E+081.240256 qam32
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Re: Connection Drop Outs - RCS Partial Service and Loss of Sync Errors

Downstream bonded channels    
ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors
1Locked40.33380151010
2Locked40.33225646140
3Locked40.32982644541
4Locked38.92792043543
5Locked38.92676042921
6Locked38.92557942361
7Locked40.92452740207
8Locked40.32351838284
9Locked40.32214939025
10Locked40.92166439651
11Locked40.32222340368
12Locked40.32172640736
13Locked40.32191738224
14Locked40.32044835938
15Locked40.91935633107
16Locked40.91822233946
17Locked40.91910335238
18Locked40.31898935359
19Locked40.31929134722
20Locked40.31840233402
21Locked40.31753930591
22Locked40.31657329843
23Locked40.91673230171
24Locked40.91657429683
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Re: Connection Drop Outs - RCS Partial Service and Loss of Sync Errors

Upstream bonded channels     
ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
15.4E+074.975512064 qam5
24.6E+074.925512064 qam6
33.9E+074.9512064 qam8
46E+074.975512064 qam4
      
      
Upstream bonded channels     
ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: Connection Drop Outs - RCS Partial Service and Loss of Sync Errors

Network Log  
TimePriorityDescription
14/10/2020 10:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 10:07criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 10:04Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 10:04criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 09:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 09:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 09:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 09:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 09:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 09:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 09:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 09:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 09:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 09:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 09:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 09:14criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 09:08Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 09:08criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 08:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 08:59criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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MikeRobbo
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Re: Connection Drop Outs - RCS Partial Service and Loss of Sync Errors

Looking at your >> BQM << I bet there will be local issues being reported by the end of the working day.

Your Power Levels all look to be OK although your Pre & Post RS Error counts are quite high.

In an ideal world they would be at zero and stay there. To zero them can you reboot the Hub using this method and then keep an eye on the counts.

Switch the Hub off using the small switch on the rear of the Hub next to the power cord and pull the PSU plug from the wall socket.

Give it a good 5 minutes put the plug back in and switch the Hub back on.

Allow the Hub a few minutes to fully restart then check your error counts again after an hour or so.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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SteveH4r73
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Re: Connection Drop Outs - RCS Partial Service and Loss of Sync Errors

Ok, I have just got round to rebooting the router during a 5min coffee break.  Connection has had a few drops, as reflected in the BQM 
The logs downstream and upstream stats have reset to zero:

Downstream bonded channels     
ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
12030000000.440256 qam9
22110000000.240256 qam10
32190000000.240256 qam11
42270000000.238256 qam12
5235000000-0.538256 qam13
6243000000-1.240256 qam14
7251000000040256 qam15
82590000000.440256 qam16
92670000000.740256 qam17
102750000000.740256 qam18
112830000000.740256 qam19
122910000001.240256 qam20
132990000001.540256 qam21
143070000001.740256 qam22
153150000001.740256 qam23
16323000000240256 qam24
173310000002.440256 qam25
183390000002.740256 qam26
193470000002.740256 qam27
203550000001.940256 qam28
213630000001.240256 qam29
223710000001.240256 qam30
233790000001.240256 qam31
243870000001.240256 qam32
      
      
Downstream bonded channels     
ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors 
1Locked40.3147534 
2Locked40.3120 
3Locked40.980 
4Locked38.9120 
5Locked38.990 
6Locked40.370 
7Locked40.370 
8Locked40.940 
9Locked40.350 
10Locked40.360 
11Locked40.940 
12Locked40.3130 
13Locked40.3150 
14Locked40.9130 
15Locked40.370 
16Locked40.950 
17Locked40.350 
18Locked40.390 
19Locked40.990 
20Locked40.380 
21Locked40.940 
22Locked40.3110 
23Locked40.310 
24Locked40.3100 
      
      

Upstream bonded channels

     
ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
1537000005512064 qam5
2462000004.925512064 qam6
3394000004.925512064 qam8
4603000005512064 qam4
      
      
Upstream bonded channels     
ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
      


I'll give it an hour and then re-check and re-share.

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SteveH4r73
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Re: Connection Drop Outs - RCS Partial Service and Loss of Sync Errors

Here are the stats from after 1 hour from reboot, loads of Post RS Errors

Downstream bonded channels     
ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
12030000000.240256 qam9
22110000000.240256 qam10
3219000000040256 qam11
42270000000.238256 qam12
5235000000-0.738256 qam13
6243000000-1.440256 qam14
7251000000-0.240256 qam15
82590000000.440256 qam16
92670000000.540256 qam17
102750000000.540256 qam18
112830000000.740256 qam19
12291000000140256 qam20
132990000001.440256 qam21
143070000001.540256 qam22
153150000001.740256 qam23
163230000001.940256 qam24
173310000002.240256 qam25
183390000002.740256 qam26
193470000002.740256 qam27
203550000001.740256 qam28
21363000000140256 qam29
223710000001.240256 qam30
233790000001.240256 qam31
243870000001.240256 qam32
      
      
Downstream bonded channels     
ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors 
1Locked40.39071913 
2Locked40.37151194 
3Locked40.96841283 
4Locked38.96171093 
5Locked38.95621217 
6Locked40.35541252 
7Locked40.95391081 
8Locked40.35171063 
9Locked40.3500978 
10Locked40.94741153 
11Locked40.94681085 
12Locked40.34701427 
13Locked40.34921027 
14Locked40.34861141 
15Locked40.9453906 
16Locked40.9553876 
17Locked40.9797940 
18Locked40.35031033 
19Locked40.9525948 
20Locked40.34281030 
21Locked40.9388930 
22Locked40.3402921 
23Locked40.3369946 
24Locked40.3390950 
      

 

Upstream bonded channels     
ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
1537000005512064 qam5
2462000104.925512064 qam6
3394000004.925512064 qam8
4603002784.975512064 qam4
      
      
Upstream bonded channels     
ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log  
TimePriorityDescription
14/10/2020 14:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 14:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 13:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 13:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 13:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 13:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 13:08Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 13:08criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 13:07Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 13:06criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 13:04Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 13:04criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 12:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 12:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 12:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 12:57criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 12:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 12:57criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 12:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 12:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;


Further analysis and feedback would be very much appreciated.



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