Intermittent outages worsening

Question

I'm a long-time VM customer and have been happy with the reliability of the service. I use the hub in modem mode, with an Asus router supporting the usual array of domestic stuff via LAN cable and some wifi. There have been occasional outages for short periods over the years, but a month ago we started getting outages of 10 to 20 mins on most days. VM sent me a new Hub 5 a week ago, but the outages have got worse with 7 outages ranging from 10 mins to 2.5 hours since. In all cases, the hub status page shows it as offline. The hub cycles through its reboot attempts and eventually reconnects. AFAIK the power and SNR levels are all good when it is connected, and every time VM support run tests, they claim that everything tests fine and that there are no faults with their network.

Yesterday, a VM engineer checked the installation from the exterior line pull to the TV box and modem; he replaced both internal coax cables because he said they were damaged. However, the situation has not improved, with a 2.5 hour outage last night and 45 mins this morning. On trying to escalate this issue, VM support have just told me that in their opinion the problem lies with my home network taking the hub down. I am speechless ... Where do I go from here?

nigelrjf · Answer

The hub has stayed up for nearly 24 hours, so here are the hub statsHub 5 as at 11/6/25 08:30amItem&nbsp; &nbsp; &nbsp; &nbsp; Status &nbsp; &nbsp; &nbsp; &nbsp;CommentsAcquired Downstream Channel (Hz) &nbsp; &nbsp;139000000 &nbsp; &nbsp;LockedRanged Upstream Channel (Hz) &nbsp; &nbsp; &nbsp; &nbsp;23600000 &nbsp; &nbsp;LockedProvisioning State &nbsp; &nbsp;Online--Downstream bonded channelsChannel &nbsp; &nbsp;Frequency (Hz) &nbsp; &nbsp;Power (dBmV) &nbsp; &nbsp;SNR (dB) &nbsp; &nbsp;Modulation &nbsp; &nbsp;Channel ID1 &nbsp; &nbsp;139000000 &nbsp; &nbsp;8.9 &nbsp; &nbsp;40 &nbsp; &nbsp;256 qam &nbsp; &nbsp;12 &nbsp; &nbsp;259000000 &nbsp; &nbsp;8.8 &nbsp; &nbsp;40 &nbsp; &nbsp;256 qam &nbsp; &nbsp;163 &nbsp; &nbsp;267000000 &nbsp; &nbsp;9 &nbsp; &nbsp;40 &nbsp; &nbsp;256 qam &nbsp; &nbsp;174 &nbsp; &nbsp;275000000 &nbsp; &nbsp;8.9 &nbsp; &nbsp;40 &nbsp; &nbsp;256 qam &nbsp; &nbsp;185 &nbsp; &nbsp;283000000 &nbsp; &nbsp;8.5 &nbsp; &nbsp;40 &nbsp; &nbsp;256 qam &nbsp; &nbsp;196 &nbsp; &nbsp;291000000 &nbsp; &nbsp;8.3 &nbsp; &nbsp;40 &nbsp; &nbsp;256 qam &nbsp; &nbsp;207 &nbsp; &nbsp;299000000 &nbsp; &nbsp;8.3 &nbsp; &nbsp;40 &nbsp; &nbsp;256 qam &nbsp; &nbsp;218 &nbsp; &nbsp;307000000 &nbsp; &nbsp;8 &nbsp; &nbsp;40 &nbsp; &nbsp;256 qam &nbsp; &nbsp;229 &nbsp; &nbsp;315000000 &nbsp; &nbsp;7.6 &nbsp; &nbsp;40 &nbsp; &nbsp;256 qam &nbsp; &nbsp;2310 &nbsp; &nbsp;323000000 &nbsp; &nbsp;7.8 &nbsp; &nbsp;40 &nbsp; &nbsp;256 qam &nbsp; &nbsp;2411 &nbsp; &nbsp;331000000 &nbsp; &nbsp;8.3 &nbsp; &nbsp;40 &nbsp; &nbsp;256 qam &nbsp; &nbsp;2512 &nbsp; &nbsp;339000000 &nbsp; &nbsp;8.5 &nbsp; &nbsp;40 &nbsp; &nbsp;256 qam &nbsp; &nbsp;2613 &nbsp; &nbsp;347000000 &nbsp; &nbsp;8.4 &nbsp; &nbsp;40 &nbsp; &nbsp;256 qam &nbsp; &nbsp;2714 &nbsp; &nbsp;355000000 &nbsp; &nbsp;8.5 &nbsp; &nbsp;40 &nbsp; &nbsp;256 qam &nbsp; &nbsp;2815 &nbsp; &nbsp;363000000 &nbsp; &nbsp;9.1 &nbsp; &nbsp;40 &nbsp; &nbsp;256 qam &nbsp; &nbsp;2916 &nbsp; &nbsp;371000000 &nbsp; &nbsp;9.5 &nbsp; &nbsp;40 &nbsp; &nbsp;256 qam &nbsp; &nbsp;3017 &nbsp; &nbsp;379000000 &nbsp; &nbsp;9.3 &nbsp; &nbsp;40 &nbsp; &nbsp;256 qam &nbsp; &nbsp;3118 &nbsp; &nbsp;387000000 &nbsp; &nbsp;9.3 &nbsp; &nbsp;40 &nbsp; &nbsp;256 qam &nbsp; &nbsp;3219 &nbsp; &nbsp;395000000 &nbsp; &nbsp;9.5 &nbsp; &nbsp;40 &nbsp; &nbsp;256 qam &nbsp; &nbsp;3420 &nbsp; &nbsp;403000000 &nbsp; &nbsp;9.8 &nbsp; &nbsp;40 &nbsp; &nbsp;256 qam &nbsp; &nbsp;3521 &nbsp; &nbsp;411000000 &nbsp; &nbsp;9.3 &nbsp; &nbsp;40 &nbsp; &nbsp;256 qam &nbsp; &nbsp;3622 &nbsp; &nbsp;419000000 &nbsp; &nbsp;9 &nbsp; &nbsp;40 &nbsp; &nbsp;256 qam &nbsp; &nbsp;3723 &nbsp; &nbsp;427000000 &nbsp; &nbsp;9.3 &nbsp; &nbsp;40 &nbsp; &nbsp;256 qam &nbsp; &nbsp;3824 &nbsp; &nbsp;435000000 &nbsp; &nbsp;9.5 &nbsp; &nbsp;40 &nbsp; &nbsp;256 qam &nbsp; &nbsp;39Downstream bonded channelsChannel &nbsp; &nbsp;Locked Status &nbsp; &nbsp;RxMER (dB) &nbsp; &nbsp;Pre RS Errors &nbsp; &nbsp;Post RS Errors1 &nbsp; &nbsp;Locked &nbsp; &nbsp;40.3 &nbsp; &nbsp;829 &nbsp; &nbsp; &nbsp; &nbsp;33932 &nbsp; &nbsp;Locked &nbsp; &nbsp;40.3 &nbsp; &nbsp;945 &nbsp; &nbsp; &nbsp; &nbsp;39613 &nbsp; &nbsp;Locked &nbsp; &nbsp;40.3 &nbsp; &nbsp;830 &nbsp; &nbsp; &nbsp; &nbsp;40934 &nbsp; &nbsp;Locked &nbsp; &nbsp;40.3 &nbsp; &nbsp;832 &nbsp; &nbsp; &nbsp; &nbsp;37255 &nbsp; &nbsp;Locked &nbsp; &nbsp;40.3 &nbsp; &nbsp;2005 &nbsp; &nbsp;93226 &nbsp; &nbsp;Locked &nbsp; &nbsp;40.3 &nbsp; &nbsp;1354 &nbsp; &nbsp;99307 &nbsp; &nbsp;Locked &nbsp; &nbsp;40.3 &nbsp; &nbsp;1136 &nbsp; &nbsp;106248 &nbsp; &nbsp;Locked &nbsp; &nbsp;40.3 &nbsp; &nbsp;1206 &nbsp; &nbsp;108079 &nbsp; &nbsp;Locked &nbsp; &nbsp;40.3 &nbsp; &nbsp;1310 &nbsp; &nbsp;268010 &nbsp; &nbsp;Locked &nbsp; &nbsp;40.3 &nbsp; &nbsp;1369 &nbsp; &nbsp;276111 &nbsp; &nbsp;Locked &nbsp; &nbsp;40.3 &nbsp; &nbsp;1659 &nbsp; &nbsp;1123912 &nbsp; &nbsp;Locked &nbsp; &nbsp;40.9 &nbsp; &nbsp;1467 &nbsp; &nbsp;1088313 &nbsp; &nbsp;Locked &nbsp; &nbsp;40.3 &nbsp; &nbsp;1177 &nbsp; &nbsp;1079514 &nbsp; &nbsp;Locked &nbsp; &nbsp;40.9 &nbsp; &nbsp;1168 &nbsp; &nbsp;1088815 &nbsp; &nbsp;Locked &nbsp; &nbsp;40.9 &nbsp; &nbsp;1395 &nbsp; &nbsp;1055916 &nbsp; &nbsp;Locked &nbsp; &nbsp;40.9 &nbsp; &nbsp;1493 &nbsp; &nbsp;1064717 &nbsp; &nbsp;Locked &nbsp; &nbsp;40.9 &nbsp; &nbsp;1372 &nbsp; &nbsp;1120718 &nbsp; &nbsp;Locked &nbsp; &nbsp;40.3 &nbsp; &nbsp;3642 &nbsp; &nbsp;508319 &nbsp; &nbsp;Locked &nbsp; &nbsp;40.3 &nbsp; &nbsp;2759 &nbsp; &nbsp;546820 &nbsp; &nbsp;Locked &nbsp; &nbsp;40.9 &nbsp; &nbsp;3462 &nbsp; &nbsp;545521 &nbsp; &nbsp;Locked &nbsp; &nbsp;40.3 &nbsp; &nbsp;3390 &nbsp; &nbsp;524622 &nbsp; &nbsp;Locked &nbsp; &nbsp;40.9 &nbsp; &nbsp;3268 &nbsp; &nbsp;493323 &nbsp; &nbsp;Locked &nbsp; &nbsp;40.9 &nbsp; &nbsp;3159 &nbsp; &nbsp;526024 &nbsp; &nbsp;Locked &nbsp; &nbsp;40.3 &nbsp; &nbsp;2361 &nbsp; &nbsp;5501--Upstream bonded channelsChannel &nbsp; &nbsp;Frequency (Hz) &nbsp; &nbsp;Power (dBmV) &nbsp; &nbsp;Symbol Rate (ksps) &nbsp; &nbsp;Modulation &nbsp; &nbsp;Channel ID1 &nbsp; &nbsp;23600000 &nbsp; &nbsp;43 &nbsp; &nbsp;5120 &nbsp; &nbsp;64 qam &nbsp; &nbsp;92 &nbsp; &nbsp;36600000 &nbsp; &nbsp;43 &nbsp; &nbsp;5120 &nbsp; &nbsp;64 qam &nbsp; &nbsp;33 &nbsp; &nbsp;30100000 &nbsp; &nbsp;43 &nbsp; &nbsp;5120 &nbsp; &nbsp;64 qam &nbsp; &nbsp;44 &nbsp; &nbsp;43100000 &nbsp; &nbsp;43 &nbsp; &nbsp;5120 &nbsp; &nbsp;64 qam &nbsp; &nbsp;25 &nbsp; &nbsp;49600000 &nbsp; &nbsp;43 &nbsp; &nbsp;5120 &nbsp; &nbsp;64 qam &nbsp; &nbsp;1Upstream bonded channelsChannel &nbsp; &nbsp;Channel Type &nbsp; &nbsp;T1 Timeouts &nbsp; &nbsp;T2 Timeouts &nbsp; &nbsp;T3 Timeouts &nbsp; &nbsp;T4 Timeouts1 &nbsp; &nbsp;ATDMA &nbsp; &nbsp;0 &nbsp; &nbsp;0 &nbsp; &nbsp;1 &nbsp; &nbsp;02 &nbsp; &nbsp;ATDMA &nbsp; &nbsp;0 &nbsp; &nbsp;0 &nbsp; &nbsp;0 &nbsp; &nbsp;03 &nbsp; &nbsp;ATDMA &nbsp; &nbsp;0 &nbsp; &nbsp;0 &nbsp; &nbsp;0 &nbsp; &nbsp;04 &nbsp; &nbsp;ATDMA &nbsp; &nbsp;0 &nbsp; &nbsp;0 &nbsp; &nbsp;0 &nbsp; &nbsp;05 &nbsp; &nbsp;ATDMA &nbsp; &nbsp;0 &nbsp; &nbsp;0 &nbsp; &nbsp;0 &nbsp; &nbsp;0--General ConfigurationNetwork access &nbsp; &nbsp;AllowedMaximum Number of CPEs &nbsp; &nbsp;1Baseline Privacy &nbsp; &nbsp;EnabledDOCSIS Mode &nbsp; &nbsp;Docsis30Config file &nbsp; &nbsp;cmreg-vmdg505-bbt060-b.cmPrimary Downstream Service FlowSFID &nbsp; &nbsp;46858Max Traffic Rate &nbsp; &nbsp;287500061Max Traffic Burst &nbsp; &nbsp;42600Min Traffic Rate &nbsp; &nbsp;0Primary Upstream Service FlowSFID &nbsp; &nbsp;46857Max Traffic Rate &nbsp; &nbsp;27500061Max Traffic Burst &nbsp; &nbsp;42600Min Traffic Rate &nbsp; &nbsp;0Max Concatenated Burst &nbsp; &nbsp;42600Scheduling Type &nbsp; &nbsp;BestEffort--Network LogTime &nbsp; &nbsp;Priority &nbsp; &nbsp;Description11/06/2025 01:39:24 &nbsp; &nbsp;Warning! &nbsp; &nbsp;RCS Partial Service;CM-MAC Removed;CMTS-MAC Removed;CM-QOS=1.1;CM-VER=3.0;11/06/2025 01:39:23 &nbsp; &nbsp;critical &nbsp; &nbsp;SYNC Timing Synchronization failure - Loss of Sync;CM-MAC Removed;CMTS-MAC Removed;CM-QOS=1.1;CM-VER=3.0;11/06/2025 01:39:22 &nbsp; &nbsp;Warning! &nbsp; &nbsp;RCS Partial Service;CM-MAC Removed;CMTS-MAC Removed;CM-QOS=1.1;CM-VER=3.0;11/06/2025 01:39:22 &nbsp; &nbsp;critical &nbsp; &nbsp;SYNC Timing Synchronization failure - Loss of Sync;CM-MAC Removed;CMTS-MAC Removed;CM-QOS=1.1;CM-VER=3.0;11/06/2025 01:39:22 &nbsp; &nbsp;Warning! &nbsp; &nbsp;RCS Partial Service;CM-MAC Removed;CMTS-MAC Removed;CM-QOS=1.1;CM-VER=3.0;11/06/2025 01:39:22 &nbsp; &nbsp;critical &nbsp; &nbsp;SYNC Timing Synchronization failure - Loss of Sync;CM-MAC Removed;CMTS-MAC Removed;CM-QOS=1.1;CM-VER=3.0;11/06/2025 01:12:22 &nbsp; &nbsp;Warning! &nbsp; &nbsp;RCS Partial Service;CM-MAC Removed;CMTS-MAC Removed;CM-QOS=1.1;CM-VER=3.0;10/06/2025 14:33:20 &nbsp; &nbsp;Warning! &nbsp; &nbsp;Lost MDD Timeout;CM-MAC Removed;CMTS-MAC Removed;CM-QOS=1.1;CM-VER=3.0;10/06/2025 14:33:15 &nbsp; &nbsp;critical &nbsp; &nbsp;SYNC Timing Synchronization failure - Loss of Sync;CM-MAC Removed;CMTS-MAC Removed;CM-QOS=1.1;CM-VER=3.0;10/06/2025 14:33:15 &nbsp; &nbsp;Warning! &nbsp; &nbsp;RCS Partial Service;CM-MAC Removed;CMTS-MAC Removed;CM-QOS=1.1;CM-VER=3.0;10/06/2025 14:33:15 &nbsp; &nbsp;critical &nbsp; &nbsp;SYNC Timing Synchronization failure - Loss of Sync;CM-MAC Removed;CMTS-MAC Removed;CM-QOS=1.1;CM-VER=3.0;10/06/2025 14:33:14 &nbsp; &nbsp;Warning! &nbsp; &nbsp;RCS Partial Service;CM-MAC Removed;CMTS-MAC Removed;CM-QOS=1.1;CM-VER=3.0;01/01/1970 00:01:43 &nbsp; &nbsp;critical &nbsp; &nbsp;No Ranging Response received - T3 time-out;CM-MAC Removed;CMTS-MAC Removed;CM-QOS=1.1;CM-VER=3.0;10/06/2025 13:11:36 &nbsp; &nbsp;Warning! &nbsp; &nbsp;RCS Partial Service;CM-MAC Removed;CMTS-MAC Removed;CM-QOS=1.1;CM-VER=3.0;10/06/2025 13:11:36 &nbsp; &nbsp;critical &nbsp; &nbsp;SYNC Timing Synchronization failure - Loss of Sync;CM-MAC Removed;CMTS-MAC Removed;CM-QOS=1.1;CM-VER=3.0;10/06/2025 13:11:34 &nbsp; &nbsp;Warning! &nbsp; &nbsp;RCS Partial Service;CM-MAC Removed;CMTS-MAC Removed;CM-QOS=1.1;CM-VER=3.0;10/06/2025 13:11:34 &nbsp; &nbsp;critical &nbsp; &nbsp;SYNC Timing Synchronization failure - Loss of Sync;CM-MAC Removed;CMTS-MAC Removed;CM-QOS=1.1;CM-VER=3.0;10/06/2025 13:11:34 &nbsp; &nbsp;Warning! &nbsp; &nbsp;RCS Partial Service;CM-MAC Removed;CMTS-MAC Removed;CM-QOS=1.1;CM-VER=3.0;10/06/2025 13:11:30 &nbsp; &nbsp;critical &nbsp; &nbsp;SYNC Timing Synchronization failure - Loss of Sync;CM-MAC Removed;CMTS-MAC Removed;CM-QOS=1.1;CM-VER=3.0;10/06/2025 13:11:17 &nbsp; &nbsp;Warning! &nbsp; &nbsp;RCS Partial Service;CM-MAC Removed;CMTS-MAC Removed;CM-QOS=1.1;CM-VER=3.0;&nbsp;&nbsp;&nbsp;&nbsp;

Forum Discussion

Intermittent outages worsening

1 Reply

Related Content

Intermittent broadband outages

Intermittent Signal

Service outage

Intermittent Broadband

8 days of intermittent outages and no reply to previous post days ago