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showboat1's avatar
showboat1
Settling in
25 days ago

Intermittent issues with broadband connection

I am experiencing issues with broadband connection multiple time a day.

I am now running a continuos test to check i can hit google every 20secs and logging the dates / times it doesnt work.

Sometime this will only last for a minute and other times as long as 8 minutes. After that time everything starts working again.

How do i go about getting someone to look at this, i fear if i call up i'll spend an hour on the phone with someone who will only want to reboot everything. (tried multiple times).

I dont think its my kit either as i had these issues last time i was a VM subscriber, i eventually left and went to sky for a year and had flawless internet for a year (albeit slower).

Some of the logs from the hub5:

Unfortunately doesnt go back far enough to when it happened.

[MOD EDIT: Image removed]

7 Replies

  • showboat1's avatar
    showboat1
    Settling in
    25 days ago

    Mac addresses removed:

    07-06-2025 11:58:10    notice    GUI Login Status - Login Success from LAN interface
    07-06-2025 11:57:14    warning    RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=mymacaddress;CMTS-MAC=0mymacaddress;CM-QOS=1.1;CM-VER=3.1;
    07-06-2025 11:57:04    notice    US profile assignment change. US Chan ID: 11; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=mymacaddress;CMTS-MAC=0mymacaddress;CM-QOS=1.1;CM-VER=3.1;
    07-06-2025 11:57:00    notice    REGISTRATION COMPLETE - Waiting for Operational status
    07-06-2025 11:56:56    warning    RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=mymacaddress;CMTS-MAC=0mymacaddress;CM-QOS=1.1;CM-VER=3.1;
    07-06-2025 11:56:51    notice    DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=mymacaddress;CMTS-MAC=0mymacaddress;CM-QOS=1.1;CM-VER=3.1;
    07-06-2025 11:56:50    notice    TLV-11 - unrecognized OID;CM-MAC=mymacaddress;CMTS-MAC=0mymacaddress;CM-QOS=1.1;CM-VER=3.1;
    07-06-2025 11:56:44    warning    DHCP WARNING - Non-critical field invalid in response ;CM-MAC=mymacaddress;CMTS-MAC=0mymacaddress;CM-QOS=1.1;CM-VER=3.1;
    07-06-2025 11:56:42    notice    Honoring MDD; IP provisioning mode = IPv4
    07-06-2025 11:56:29    warning    ToD request sent - No Response received;CM-MAC=mymacaddress;CMTS-MAC=0mymacaddress;CM-QOS=1.1;CM-VER=3.1;
    07-06-2025 11:56:29    critical    Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=mymacaddress;CMTS-MAC=0mymacaddress;CM-QOS=1.1;CM-VER=3.1;
    07-06-2025 11:56:28    critical    No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=mymacaddress;CMTS-MAC=0mymacaddress;CM-QOS=1.1;CM-VER=3.1;
    07-06-2025 11:56:28    critical    SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=mymacaddress;CMTS-MAC=0mymacaddress;CM-QOS=1.1;CM-VER=3.1;
    07-06-2025 11:56:27    critical    SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=mymacaddress;CMTS-MAC=0mymacaddress;CM-QOS=1.1;CM-VER=3.1;
    07-06-2025 11:56:26    critical    No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=mymacaddress;CMTS-MAC=0mymacaddress;CM-QOS=1.1;CM-VER=3.1;
    07-06-2025 11:56:24    critical    SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=mymacaddress;CMTS-MAC=0mymacaddress;CM-QOS=1.1;CM-VER=3.1;
    07-06-2025 11:56:24    critical    No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=mymacaddress;CMTS-MAC=0mymacaddress;CM-QOS=1.1;CM-VER=3.1;
    07-06-2025 11:56:20    critical    No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=mymacaddress;CMTS-MAC=0mymacaddress;CM-QOS=1.1;CM-VER=3.1;
    07-06-2025 11:56:20    critical    SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=mymacaddress;CMTS-MAC=0mymacaddress;CM-QOS=1.1;CM-VER=3.1;
    07-06-2025 11:56:18    critical    SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=mymacaddress;CMTS-MAC=0mymacaddress;CM-QOS=1.1;CM-VER=3.1;
    07-06-2025 11:56:18    critical    No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=mymacaddress;CMTS-MAC=0mymacaddress;CM-QOS=1.1;CM-VER=3.1;
    07-06-2025 11:56:16    critical    SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=mymacaddress;CMTS-MAC=0mymacaddress;CM-QOS=1.1;CM-VER=3.1;
    07-06-2025 11:56:16    critical    No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=mymacaddress;CMTS-MAC=0mymacaddress;CM-QOS=1.1;CM-VER=3.1;
    07-06-2025 11:56:14    critical    SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=mymacaddress;CMTS-MAC=0mymacaddress;CM-QOS=1.1;CM-VER=3.1;
    07-06-2025 11:56:14    critical    Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=mymacaddress;CMTS-MAC=0mymacaddress;CM-QOS=1.1;CM-VER=3.1;
    07-06-2025 11:56:10    critical    No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=mymacaddress;CMTS-MAC=0mymacaddress;CM-QOS=1.1;CM-VER=3.1;
    07-06-2025 11:56:10    critical    SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=mymacaddress;CMTS-MAC=0mymacaddress;CM-QOS=1.1;CM-VER=3.1;
    07-06-2025 11:56:08    critical    Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=mymacaddress;CMTS-MAC=0mymacaddress;CM-QOS=1.1;CM-VER=3.1;
    07-06-2025 11:56:08    critical    SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=mymacaddress;CMTS-MAC=0mymacaddress;CM-QOS=1.1;CM-VER=3.1;
    07-06-2025 11:56:06    critical    SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=mymacaddress;CMTS-MAC=0mymacaddress;CM-QOS=1.1;CM-VER=3.1;
    07-06-2025 11:56:06    critical    No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=mymacaddress;CMTS-MAC=0mymacaddress;CM-QOS=1.1;CM-VER=3.1;
    07-06-2025 11:56:00    critical    SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=mymacaddress;CMTS-MAC=0mymacaddress;CM-QOS=1.1;CM-VER=3.1;
    07-06-2025 11:56:00    critical    No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=mymacaddress;CMTS-MAC=0mymacaddress;CM-QOS=1.1;CM-VER=3.1;

    • showboat1's avatar
      showboat1
      Settling in
      25 days ago

      Another instance:
      07-06-2025 19:08:12    notice    CM-STATUS message sent. Event Type Code: 4; Chan ID: 26 29 35 36; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=mymacaddress;CMTS-MAC=mymacaddress;CM-QOS=1.1;CM-VER=3.1;
      07-06-2025 19:08:08    warning    RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=mymacaddress;CMTS-MAC=mymacaddress;CM-QOS=1.1;CM-VER=3.1;
      07-06-2025 19:07:51    warning    MDD message timeout;CM-MAC=mymacaddress;CMTS-MAC=mymacaddress;CM-QOS=1.1;CM-VER=3.1;
      07-06-2025 19:07:13    warning    RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=mymacaddress;CMTS-MAC=mymacaddress;CM-QOS=1.1;CM-VER=3.1;
      07-06-2025 19:06:52    notice    CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=mymacaddress;CMTS-MAC=mymacaddress;CM-QOS=1.1;CM-VER=3.1;
      07-06-2025 19:05:22    notice    GUI Login Status - Login Success from LAN interface
      07-06-2025 19:05:14    warning    RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=mymacaddress;CMTS-MAC=mymacaddress;CM-QOS=1.1;CM-VER=3.1;
      07-06-2025 19:05:12    critical    Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=mymacaddress;CMTS-MAC=mymacaddress;CM-QOS=1.1;CM-VER=3.1;
      07-06-2025 19:04:18    warning    RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=mymacaddress;CMTS-MAC=mymacaddress;CM-QOS=1.1;CM-VER=3.1;
      07-06-2025 19:03:58    notice    CM-STATUS message sent. Event Type Code: 4; Chan ID: 26 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=mymacaddress;CMTS-MAC=mymacaddress;CM-QOS=1.1;CM-VER=3.1;
      07-06-2025 19:03:40    critical    Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=mymacaddress;CMTS-MAC=mymacaddress;CM-QOS=1.1;CM-VER=3.1;
      07-06-2025 19:03:38    warning    RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=mymacaddress;CMTS-MAC=mymacaddress;CM-QOS=1.1;CM-VER=3.1;
      07-06-2025 19:03:36    notice    CM-STATUS message sent. Event Type Code: 5; Chan ID: 26 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=mymacaddress;CMTS-MAC=mymacaddress;CM-QOS=1.1;CM-VER=3.1;
      07-06-2025 19:03:34    notice    CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=mymacaddress;CMTS-MAC=mymacaddress;CM-QOS=1.1;CM-VER=3.1;
      07-06-2025 19:03:31    notice    CM-STATUS message sent. Event Type Code: 2; Chan ID: 26; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=mymacaddress;CMTS-MAC=mymacaddress;CM-QOS=1.1;CM-VER=3.1;
      07-06-2025 19:03:31    warning    MDD message timeout;CM-MAC=mymacaddress;CMTS-MAC=mymacaddress;CM-QOS=1.1;CM-VER=3.1;
      07-06-2025 19:03:28    notice    CM-STATUS message sent. Event Type Code: 5; Chan ID: 26 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=mymacaddress;CMTS-MAC=mymacaddress;CM-QOS=1.1;CM-VER=3.1;
      07-06-2025 19:03:27    warning    MDD message timeout;CM-MAC=mymacaddress;CMTS-MAC=mymacaddress;CM-QOS=1.1;CM-VER=3.1;
      07-06-2025 19:03:25    notice    CM-STATUS message sent. Event Type Code: 2; Chan ID: 26 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=mymacaddress;CMTS-MAC=mymacaddress;CM-QOS=1.1;CM-VER=3.1;
      07-06-2025 19:03:22    notice    CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=mymacaddress;CMTS-MAC=mymacaddress;CM-QOS=1.1;CM-VER=3.1;
      07-06-2025 19:01:20    notice    CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=mymacaddress;CMTS-MAC=mymacaddress;CM-QOS=1.1;CM-VER=3.1;
      07-06-2025 18:59:35    warning    Dynamic Range Window violation
      07-06-2025 18:59:35    warning    RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=mymacaddress;CMTS-MAC=mymacaddress;CM-QOS=1.1;CM-VER=3.1;
      07-06-2025 18:57:00    warning    RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=mymacaddress;CMTS-MAC=mymacaddress;CM-QOS=1.1;CM-VER=3.1;
      07-06-2025 18:56:46    notice    CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=mymacaddress;CMTS-MAC=mymacaddress;CM-QOS=1.1;CM-VER=3.1;

      • Matthew_ML's avatar
        Matthew_ML
        Icon for Forum Team rankForum Team
        22 days ago

        Hey showboat1, thank you for reaching out and we are sorry to hear you are having some connection issues.

        We can see you are currently in DM with my colleague please do go back to this chat if you need any further assistance. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    25 days ago

    Set up a free BQM monitor and post a live link here. It will show a continuous display of any breaks in the service. 

    https://www.thinkbroadband.com/broadband/monitoring/quality