on 25-02-2023 20:08
All day broadband keeps dropping. Rebooted, reset router, many times, connects for 20min or less and drops out. VM says nothing there side, hub diagnostic says home network problems. End of my tether .. ready to leave
Answered! Go to Answer
on 10-03-2023 11:25
Hi MM2017 👋 thank you for getting back to us.
Sorry to see about this flag on your Hub 5 diagnostic. I've had a quick look on our systems and I can see a really large number of disconnections on the hub from Friday 3rd to Monday 6th March, but everything has settled down again since Tuesday. How are things going at your end? If you are experiencing issues on the service at your end just let us know and we will be able to offer further support if needed.
Hopefully it was a temporary issue that has now been resolved! 🤞
Wishing you all the best. 🌞
on 25-02-2023 21:07
Please can someone help, in all the 24 years with VM I have never felt so frustrated, I don't understand why I would have connection every time I rebooted router for 15-20 mins and then lose connection, what can I do???
on 25-02-2023 21:46
on 26-02-2023 01:00
Im actually having this exact same issue, started at about 1am yesterday and has been like this since.
Checked the website which shows no issues, called support 3 times today. First call the remotely turned the hub off and on (as if i hadn't already tried that) and told me to call back if the connection dropped again. So i did, second time they had me do a pin reset of the hub and then same thing call back if it happens again. Third time i called i was told i needed to "monitor the situation" for 24 hours and call back if it was still a problem after that, im not sure what they were expecting to happen in that 24 hours. Maybe the magic internet fairies would solve the problem.
Anyway, i setup Broadband montioring and it show the below since i started it running. The temporary green periods of activity is where i tried to reboot the hub again hopeful of the situation changing.
Not really sure where to go from here, VM seem reluctant to accept theres an issue.
on 26-02-2023 02:31
on 26-02-2023 07:28
Thank you so much for replying. No faults and VM have said they cannot see anything wrong their side. Spoke with them 3 times yesterday followed all their instructions.
WiFi and ethernet at the moment I have internet, rebooted for fifth time since 4am, connection lasts approx 20 mins and I have to reboot again. All ethernet says no connection. HUB 5.
on 26-02-2023 14:40
on 26-02-2023 15:42
1 | 331000000 | 6.6 | 41 | QAM 256 | 25 |
2 | 139000000 | 6.9 | 40 | QAM 256 | 1 |
3 | 147000000 | 6.9 | 40 | QAM 256 | 2 |
4 | 155000000 | 6.7 | 40 | QAM 256 | 3 |
5 | 163000000 | 6.4 | 40 | QAM 256 | 4 |
6 | 171000000 | 6.4 | 40 | QAM 256 | 5 |
7 | 179000000 | 6.4 | 40 | QAM 256 | 6 |
8 | 187000000 | 6.6 | 40 | QAM 256 | 7 |
9 | 195000000 | 6.8 | 40 | QAM 256 | 8 |
10 | 203000000 | 6.8 | 40 | QAM 256 | 9 |
11 | 211000000 | 7 | 40 | QAM 256 | 10 |
12 | 219000000 | 7.1 | 40 | QAM 256 | 11 |
13 | 227000000 | 7.1 | 40 | QAM 256 | 12 |
14 | 235000000 | 6.9 | 40 | QAM 256 | 13 |
15 | 243000000 | 6.9 | 40 | QAM 256 | 14 |
16 | 251000000 | 6.9 | 40 | QAM 256 | 15 |
17 | 259000000 | 7 | 41 | QAM 256 | 16 |
18 | 267000000 | 7 | 41 | QAM 256 | 17 |
19 | 275000000 | 6.9 | 41 | QAM 256 | 18 |
20 | 283000000 | 6.8 | 41 | QAM 256 | 19 |
21 | 291000000 | 7 | 41 | QAM 256 | 20 |
22 | 299000000 | 7.1 | 41 | QAM 256 | 21 |
23 | 307000000 | 7 | 41 | QAM 256 | 22 |
24 | 315000000 | 6.9 | 41 | QAM 256 | 23 |
25 | 323000000 | 6.8 | 41 | QAM 256 | 24 |
26 | 339000000 | 6.9 | 40 | QAM 256 | 26 |
27 | 347000000 | 6.7 | 41 | QAM 256 | 27 |
28 | 355000000 | 7 | 41 | QAM 256 | 28 |
29 | 363000000 | 7.1 | 41 | QAM 256 | 29 |
30 | 371000000 | 7.1 | 41 | QAM 256 | 30 |
31 | 379000000 | 7 | 41 | QAM 256 | 31 |
Downstream bonded channels
1 | Locked | 41 | 0 | 0 |
2 | Locked | 40 | 0 | 0 |
3 | Locked | 40 | 0 | 0 |
4 | Locked | 40 | 0 | 0 |
5 | Locked | 40 | 0 | 0 |
6 | Locked | 40 | 0 | 0 |
7 | Locked | 40 | 0 | 0 |
8 | Locked | 40 | 0 | 0 |
9 | Locked | 40 | 0 | 0 |
10 | Locked | 40 | 0 | 0 |
11 | Locked | 40 | 0 | 0 |
12 | Locked | 40 | 0 | 0 |
13 | Locked | 40 | 0 | 0 |
14 | Locked | 40 | 0 | 0 |
15 | Locked | 40 | 0 | 0 |
16 | Locked | 40 | 0 | 0 |
17 | Locked | 41 | 0 | 0 |
18 | Locked | 41 | 0 | 0 |
19 | Locked | 41 | 0 | 0 |
20 | Locked | 41 | 0 | 0 |
21 | Locked | 41 | 0 | 0 |
22 | Locked | 41 | 0 | 0 |
23 | Locked | 41 | 0 | 0 |
24 | Locked | 41 | 0 | 0 |
25 | Locked | 41 | 0 | 0 |
26 | Locked | 40 | 0 | 0 |
27 | Locked | 41 | 0 | 0 |
28 | Locked | 41 | 0 | 0 |
29 | Locked | 41 | 0 | 0 |
30 | Locked | 41 | 0 | 0 |
31 | Locked | 41 | 0 | 0 |
on 26-02-2023 15:43
Upstream bonded channels
0 | 49600000 | 46 | 5120 | QAM 64 | 1 |
1 | 43100000 | 45.5 | 5120 | QAM 64 | 2 |
2 | 36600000 | 45.3 | 5120 | QAM 64 | 3 |
3 | 30100000 | 45 | 5120 | QAM 64 | 4 |
4 | 23600000 | 44.5 | 5120 | QAM 64 | 5 |
Upstream bonded channels
0 | ATDMA | 0 | 0 | 0 | 0 |
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 |
|
on 26-02-2023 15:51
etwork Log
26-02-2023 15:30:57 | notice | REGISTRATION COMPLETE - Waiting for Operational status |
26-02-2023 15:30:52 | warning | RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC;CM-QOS=1.1;CM-VER=3.1; |
26-02-2023 15:30:52 | warning | Dynamic Range Window violation |
26-02-2023 15:30:51 | warning | Dynamic Range Window violation |
26-02-2023 15:30:51 | warning | RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=;CM-QOS=1.1;CM-VER=3.1; |
26-02-2023 15:30:51 | warning | Dynamic Range Window violation |
26-02-2023 15:30:51 | warning | REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=;CM-QOS=1.1;CM-VER=3.1; |
26-02-2023 15:30:51 | warning | RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=;CM-QOS=1.1;CM-VER=3.1; |
26-02-2023 15:30:51 | warning | RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=;CM-QOS=1.1;CM-VER=3.1; |
26-02-2023 15:30:51 | warning | Dynamic Range Window violation |
26-02-2023 15:30:51 | warning | RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=CM-QOS=1.1;CM-VER=3.1; |
26-02-2023 15:30:51 | warning | Dynamic Range Window violation |
26-02-2023 15:30:51 | warning | RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=ed;CM-QOS=1.1;CM-VER=3.1; |
26-02-2023 15:30:51 | warning | Dynamic Range Window violation |
26-02-2023 15:30:46 | notice | DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=;CM-QOS=1.1;CM-VER=3.1; |
26-02-2023 15:30:34 | warning | DHCP WARNING - Non-critical field invalid in response ;CM-MAC=;CM-QOS=1.1;CM-VER=3.1; |
26-02-2023 15:30:31 | notice | Honoring MDD; IP provisioning mode = IPv4 |
26-02-2023 15:30:22 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CM-QOS=1.1;CM-VER=3.1; |
26-02-2023 15:30:11 | critical | Cable Modem Reboot due to power button reset |
26-02-2023 12:35:18 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.1; |
26-02-2023 12:35:06 | critical | Cable Modem Reboot due to power button reset |
26-02-2023 11:36:03 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; |
26-02-2023 11:35:51 | critical | Cable Modem Reboot due to power button reset |
26-02-2023 10:06:54 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.1; |
26-02-2023 10:06:42 | critical | Cable Modem Reboot due to power button reset |
26-02-2023 09:39:56 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; |
26-02-2023 09:39:44 | critical | Cable Modem Reboot due to power button reset |
26-02-2023 09:15:47 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.1; |
26-02-2023 09:15:35 | critical | Cable Modem Reboot due to power button reset |
26-02-2023 08:59:09 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CM-QOS=1.1;CM-VER=3.1; |
26-02-2023 08:58:57 | critical | Cable Modem Reboot due to power button reset |
26-02-2023 08:41:00 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1 |