RCS Partial Service/SYNC Timing Synchronization failure - Asssistance needed

[tomchandler182]

Hi 

Recently I have been experiencing agonizing internet issues. I have been experiencing intermittent disconnection on all devices wired and unwired, rendering most tasks involving the internet painful at best. 

When i check the network log i recieve a huge number of SYNC Timing Synchronization failure - Loss of Sync;CM-MAC or RCS Partial Service;CM-MAC= messages. These messages seem to occur completely randomly, some days i have none of these messages. Some days these last for an hour and 2 and then magically fix itself. Restarting router has no affect on them.

If someone could help me resolve this it would be amazing, especially since i work from home and these completely block my ability to work. So much so im considering moving to bt for the slower speed but hopefully more consistent connection.

Many thanks

Tom

[Andrew-G]

Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.  

Then we can check for any obvious problems with power, noise or error counts.

[Hayley_S]

Hello @tomchandler,

Welcome to the community page, thank you for posting.

I am sorry for any issues you are having at the moment with your internet.

I located your account and can not see any known errors/issues on there, can you please set up a BMQ chart? So we can see the dropouts?

Many thanks,

[tomchandler182]

Hi Andrew, here those are   Downstream bonded channels

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

1	139000000	5.4	37	256 qam	1
2	147000000	6	38	256 qam	2
3	155000000	6.1	38	256 qam	3
4	163000000	5.8	38	256 qam	4
5	171000000	5.9	38	256 qam	5
6	179000000	5.5	38	256 qam	6
7	187000000	5.5	37	256 qam	7
8	195000000	5.3	38	256 qam	8
9	203000000	4.8	38	256 qam	9
10	211000000	4.5	38	256 qam	10
11	219000000	4.3	38	256 qam	11
12	227000000	3.9	37	256 qam	12
13	235000000	3.5	38	256 qam	13
14	243000000	3	38	256 qam	14
15	251000000	2.7	38	256 qam	15
16	259000000	2.4	38	256 qam	16
17	267000000	2.5	37	256 qam	17
18	275000000	3.5	38	256 qam	18
19	283000000	4.5	38	256 qam	19
20	291000000	4.8	38	256 qam	20
21	299000000	5.4	38	256 qam	21
22	307000000	4.6	38	256 qam	22
23	315000000	5	38	256 qam	23
24	323000000	5	38	256 qam	24

Downstream bonded channels

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

1	Locked	37.3	1844189	1858471
2	Locked	38.6	1457157	622600
3	Locked	38.6	1928561	2093632
4	Locked	38.6	1785773	3397532
5	Locked	38.6	2366949	189898
6	Locked	38.6	2011289	2465175
7	Locked	37.6	2491460	1508584
8	Locked	38.9	1119397	481495
9	Locked	38.6	1000645	100419
10	Locked	38.6	17669	776
11	Locked	38.9	48644	834
12	Locked	37.6	813650	54111
13	Locked	38.6	840191	109575
14	Locked	38.6	29773	2179
15	Locked	38.6	6372	959
16	Locked	38.6	842736	999
17	Locked	37.6	1379108	422915
18	Locked	38.6	811811	799
19	Locked	38.6	5321	944
20	Locked	38.6	40344	699
21	Locked	38.9	516365	1015
22	Locked	38.6	204698	705
23	Locked	38.9	180	656
24	Locked	38.9	2877	941

Upstream bonded channels

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

1	60300000	44.5	5120	64 qam	1
2	53700000	43.8	5120	64 qam	2
3	46200000	43.3	5120	64 qam	3
4	39400000	43	5120	64 qam	4

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

Network Log
Time Priority Description
13/10/2021 01:58:23 Warning! RCS Partial Service;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 01:58:23 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
12/10/2021 04:54:5 Warning! RCS Partial Service;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
12/10/2021 04:53:11 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
12/10/2021 04:47:57 Warning! RCS Partial Service;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
12/10/2021 04:47:55 critical No Ranging Response received - T3 time-out;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
12/10/2021 04:46:29 Warning! RCS Partial Service;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
12/10/2021 04:46:9 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
12/10/2021 04:33:39 Warning! RCS Partial Service;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
12/10/2021 04:33:21 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
12/10/2021 04:27:29 Warning! RCS Partial Service;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
12/10/2021 04:27:28 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
12/10/2021 04:25:43 Warning! RCS Partial Service;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
12/10/2021 04:24:27 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
12/10/2021 04:15:49 Warning! RCS Partial Service;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
12/10/2021 04:15:35 critical No Ranging Response received - T3 time-out;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
12/10/2021 04:14:9 Warning! RCS Partial Service;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
12/10/2021 04:14:8 critical No Ranging Response received - T3 time-out;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
12/10/2021 04:10:20 Warning! RCS Partial Service;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
12/10/2021 04:09:43 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;

Thanks for the quick reply!

[tomchandler182]

Hi Hayley

Ive set that up just now, 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/64af22fe6da9146121c7885b6783cd2e6ab85d0e

Hope this helps!

Thanks

Tom

[Hayley_S]

Hello @tomchandler182,

It is showing as black at the moment, please can you monitor it for 24 hours and post a new BMQ link? So I have so data to work with?

Many thanks,

[Andrew-G]

The posted hub status data shows massive post-RS (uncorrectable) errors on the downstream, high timeout counts on the upstream, and the network log shows repeated channel loss.  If there's not an area fault this needs a technician visit, and worrying about a BQM (a third party service VM don't even pay for) is merely delaying the resolution. 

[tomchandler182]

Hi Andrew, 

Ah i see, yes i think a technician to check these faults would be great.

@Hayley_S Is this somethign you can organise?

Also my https://www.thinkbroadband.com/broadband/monitoring/quality/share/64af22fe6da9146121c7885b6783cd2e6a... has some more data and some dropouts have been measured

Thanks

Tom

[David_Bn]

Thanks for your post @tomchandler182,

I've been able to look into the local area and the hubs status and don't see any issues that may be effecting your services.

Can you please attempted a Pin Hole Reset on the hub for me?

This will return the hub to factory setting but can help resolve broadband issues

Kindest regards,

David_Bn

[tomchandler182]

Hi David,

Have just performed a pin hole reset, Will monitor the stability and update you if the problem persists.

Thanks

Tom