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tomchandler182
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RCS Partial Service/SYNC Timing Synchronization failure - Asssistance needed

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

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Andrew-G
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Alessandro Volta
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Re: RCS Partial Service/SYNC Timing Synchronization failure - Asssistance needed

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.

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Hayley_S
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Re: RCS Partial Service/SYNC Timing Synchronization failure - Asssistance needed

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,

Hayley
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tomchandler182
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Re: RCS Partial Service/SYNC Timing Synchronization failure - Asssistance needed

Hi Andrew, here those are   Downstream bonded channels

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

11390000005.437256 qam1
2147000000638256 qam2
31550000006.138256 qam3
41630000005.838256 qam4
51710000005.938256 qam5
61790000005.538256 qam6
71870000005.537256 qam7
81950000005.338256 qam8
92030000004.838256 qam9
102110000004.538256 qam10
112190000004.338256 qam11
122270000003.937256 qam12
132350000003.538256 qam13
14243000000338256 qam14
152510000002.738256 qam15
162590000002.438256 qam16
172670000002.537256 qam17
182750000003.538256 qam18
192830000004.538256 qam19
202910000004.838256 qam20
212990000005.438256 qam21
223070000004.638256 qam22
23315000000538256 qam23
24323000000538256 qam24



Downstream bonded channels

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

1Locked37.318441891858471
2Locked38.61457157622600
3Locked38.619285612093632
4Locked38.617857733397532
5Locked38.62366949189898
6Locked38.620112892465175
7Locked37.624914601508584
8Locked38.91119397481495
9Locked38.61000645100419
10Locked38.617669776
11Locked38.948644834
12Locked37.681365054111
13Locked38.6840191109575
14Locked38.6297732179
15Locked38.66372959
16Locked38.6842736999
17Locked37.61379108422915
18Locked38.6811811799
19Locked38.65321944
20Locked38.640344699
21Locked38.95163651015
22Locked38.6204698705
23Locked38.9180656
24Locked38.92877941

 

Upstream bonded channels

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

16030000044.5512064 qam1
25370000043.8512064 qam2
34620000043.3512064 qam3
43940000043512064 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0050
2ATDMA0030
3ATDMA0040
4ATDMA0090

 

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!
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tomchandler182
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Re: RCS Partial Service/SYNC Timing Synchronization failure - Asssistance needed

Hi Hayley

Ive set that up just now, 

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

 

Hope this helps!

Thanks

Tom

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Hayley_S
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Re: RCS Partial Service/SYNC Timing Synchronization failure - Asssistance needed

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,

Hayley
Forum Team



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Andrew-G
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Re: RCS Partial Service/SYNC Timing Synchronization failure - Asssistance needed

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
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Re: RCS Partial Service/SYNC Timing Synchronization failure - Asssistance needed

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

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David_Bn
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Re: RCS Partial Service/SYNC Timing Synchronization failure - Asssistance needed

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

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tomchandler182
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Re: RCS Partial Service/SYNC Timing Synchronization failure - Asssistance needed

Hi David,

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

Thanks

Tom

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