Forum Discussion

cut4matty's avatar
cut4matty
Tuning in
8 months ago

Daily Broadband cut out - issues - very high latency

I've moved over to VM during April and it's been nothing but chaos.

My Broadband is cuttiing out daily, around 1-4 times a day which is very frustrating and sometimes it takes around 15 mins to start working again!

 

I've had 2 engineers out (Which one blamed the other one for his work) and within the 1-2 months of being a customer, I've had 4 routers replaced (Last one being a brand new hub 5) and I've had a new fibre line pulled into my home from the box (Supposedly) and the issue is still appearing.

 

I'm starting to loose hope because nothing helps. I came to a conclusion that I will have to deal with it for the next 17 months by rebooting the router every day but to do it 4 times a day is a big big   inconvenience.

 

Can someone help me please because all I want to do now is go back to my slow but reliable 50mbps BT broadband!

I'll include all the errors my router show but it's funnny how it only shows a few day whereas the issues is happening on a daily thing

29-05-2024 00:50:55noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-05-2024 00:48:54noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 22:32:08criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 22:31:45noticeREGISTRATION COMPLETE - Waiting for Operational status
28-05-2024 22:31:40criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 22:31:36criticalREG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 22:31:36noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 22:31:26warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 22:31:26criticalDHCP FAILED - Request sent, No response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 22:31:16noticeHonoring MDD; IP provisioning mode = IPv4
28-05-2024 22:31:07criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 22:31:03criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 22:30:49criticalSYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 22:30:49criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 22:30:46criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 22:30:44criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 22:30:25criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 22:27:40criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 22:27:37noticeHonoring MDD; IP provisioning mode = IPv4
28-05-2024 22:27:35criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 22:27:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 22:27:20criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 22:27:19criticalCable Modem Reboot because of - Reboot UI
28-05-2024 22:12:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 22:12:38criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 22:12:37criticalCable Modem Reboot because of - HW or Power-On Reset
24-05-2024 23:32:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-05-2024 23:32:36criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-05-2024 23:32:35criticalCable Modem Reboot because of - HW or Power-On Reset
23-05-2024 20:42:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-05-2024 20:42:50criticalCable Modem Reboot because of - HW or Power-On Reset
23-05-2024 20:42:50criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    • John_GS's avatar
      John_GS
      Forum Team
      8 months ago

      Hi cut4matty 

      Thanks for posting and welcome to the community. Apologies for any broadband issues. I can see since your post you've spoke to the team and also had an engineer visit.

      I hope everything is now fixed for you, do keep us posted if you need further help.

      Best wishes.

      • cut4matty's avatar
        cut4matty
        Tuning in
        8 months ago

        Hi John,

        I’ve been away for the week but the wife was home and she still had broadband drop outs throughout the day, some lasting up to half an hour. We’ve had everything replaced : Line from box to home (apparently), box outside our house, the box that the fibre goes into and transforms it into coax, the coax cable and the router itself (router replaced 3 times)

         

        im starting to run out of ideas. I do really enjoy the 1130mbps download on the PC but sometimes I do miss my BT reliability because even though it was only 50mbps, it has never ever went down on my in the last 4 years, definitely not every day.