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Constant Outages throughout the day. New hub has done nothing

jamesonn
Joining in

Hi I’ve been having issues with constant outages randomly through the day. The outages usually last about 2min but can be very disruptive when I’m doing zoom meetings as well as watching Netflix or playing online games.

the issue is across all my devices at the same time, some wired others Wi-Fi but the signal is not an issue.

 

I had a technician come round and he replaced my old hub with a new one but this seems to have made very little difference.

calling support is a nightmare as I’m just getting someone tell me to reboot my hub and saying she can send me a Wi-Fi booster even though I keep saying it’s not a Wi-Fi signal issue over and over.

Does anyone know what the issue may be? Here are some of the logs from the hub:

 

 

11-08-2023 20:32:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-08-2023 20:32:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-08-2023 20:32:31warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-08-2023 20:32:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-08-2023 20:32:28warningRCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-08-2023 20:32:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-08-2023 20:32:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-08-2023 20:32:15warningRCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-08-2023 20:32:15warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-08-2023 20:32:04warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-08-2023 20:32:02criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-08-2023 20:32:02warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-08-2023 20:31:58criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
 
[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/a0af700ee04dd2746904599bb5da07b0765b5d56-11-08-2023][img]https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/a0af700ee04dd2746904599bb5da07b0765b5d56-11-08-2023.png[/img][/url]

 

3 REPLIES 3

jamesonn
Joining in

499DC7B1-03C5-436B-9952-1BC69ADA942E.png

Hi Jamesonn,

Thanks for using the Community Forums to get this issue with your broadband connection looked into, I am sorry if this has been causing some frustration 😥 I would be more than happy to look into this for you!

I have already taken the time to look into your services on my side and I can see that your downstream power levels are way out of spec, this will need an engineer to visit in order to fix. 

I'll get a private message sent over to you now so I can book it in for you 😁 

Speak soon!

Megan_L

Hi Jamesonn,

Thanks for chatting with me in our private messages, I was able to book an engineer for you 👨‍🔧

If you need to check, change or cancel the appointment you can do this on your MyVM Account under "orders" or just let us know on here 🤗

Give us an update on how it goes!

Thanks,

Megan_L