Forum Discussion

NickBaird's avatar
NickBaird
Joining in
4 months ago

Intermittent Broadband Drops

Sigh.... Where to start?

For a couple of weeks we have been suffering intermittent problems with the fibre broadband connection dropping out.  It affects multiple devices, wired and wireless, and lasts from a few seconds to a few minutes.

My biggest problem is how do I actually talk to a real person a VM to explain this?  Webchat seems to have disappeared, and dialling 150 insists on making me listen to a automated message that results in a text message with a web link to my mobile, and no option to talk to someone.  Bizarrely, clicking on the link takes me to a page that offers to test my service, and then tells me "Your service hasn’t been installed yet" despite having been a customer for maybe 30 years!  I can't progress beyond this with the web link.

Also a couple of weeks ago, a contractor working for VM was connecting my next door neighbour and wanted to route a cable across our driveway.  He told me that there was a problem with some piece of VM networking kit under an access hatch in the street outside that needed replacing, and that he would report it to VM.  I don't know if that is related to our problem, but it hasn't been dealt with.

How the hell do I contact an actual, real person at VM to explain all the above to?  The "Virtual Assistant" is of no assistance whatsoever....

  • I should add, if it matters, we have a Hub 5.  And yes I have rebooted it, many times....

    • Vikki_M's avatar
      Vikki_M
      Forum Team

      Hi NickBaird,

      Thank you for your post and welcome to our community.

      I'm sorry to hear you're having some issues with the service. 

      I'll send you a private message now to get some further details to allow me to check the equipment etc. 

      Please look out for the envelope in the top right of the page and pop back to me when you can. 

       

  • Just caught it in the act!  Hub 5 in modem mode connected to an Asus router.  Broadband dropped, and the Asus router reported that the cable was unplugged (it wasn't, but I checked and re-seated).  After a couple of minutes it came back up again without rebooting either the HUB 5 or Asus router.  This is the network log from the Hub 5 during the time of the drop:

    09-11-2024 07:20:11noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-11-2024 07:19:36noticeREGISTRATION COMPLETE - Waiting for Operational status
    09-11-2024 07:19:24noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-11-2024 07:19:24noticeDS 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;
    09-11-2024 07:19:21warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-11-2024 07:19:19noticeHonoring MDD; IP provisioning mode = IPv4
    09-11-2024 07:19:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-11-2024 07:19:06warningToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-11-2024 07:19:05criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-11-2024 07:18:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-11-2024 07:18:55criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-11-2024 07:18:55criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-11-2024 07:18:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-11-2024 07:17:40criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-11-2024 07:14:15noticeCM-STATUS message sent. Event Type Code: 20; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;