Daily Broadband cut out - issues - very high latency

[cut4matty]

I've moved over to VM during April and it's been nothing but chaos.

My Broadband is cuttiing out daily, around 1-4 times a day which is very frustrating and sometimes it takes around 15 mins to start working again!

I've had 2 engineers out (Which one blamed the other one for his work) and within the 1-2 months of being a customer, I've had 4 routers replaced (Last one being a brand new hub 5) and I've had a new fibre line pulled into my home from the box (Supposedly) and the issue is still appearing.

I'm starting to loose hope because nothing helps. I came to a conclusion that I will have to deal with it for the next 17 months by rebooting the router every day but to do it 4 times a day is a big big   inconvenience.

Can someone help me please because all I want to do now is go back to my slow but reliable 50mbps BT broadband!

I'll include all the errors my router show but it's funnny how it only shows a few day whereas the issues is happening on a daily thing

29-05-2024 00:50:55	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=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-05-2024 00:48:54	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 22:32:08	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 22:31:45	notice	REGISTRATION COMPLETE - Waiting for Operational status
28-05-2024 22:31:40	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 22:31:36	critical	REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 22:31:36	notice	DS 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;
28-05-2024 22:31:26	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 22:31:26	critical	DHCP FAILED - Request sent, No response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 22:31:16	notice	Honoring MDD; IP provisioning mode = IPv4
28-05-2024 22:31:07	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 22:31:03	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 22:30:49	critical	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 22:30:49	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 22:30:46	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 22:30:44	critical	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 22:30:25	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 22:27:40	critical	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 22:27:37	notice	Honoring MDD; IP provisioning mode = IPv4
28-05-2024 22:27:35	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 22:27:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 22:27:20	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 22:27:19	critical	Cable Modem Reboot because of - Reboot UI
28-05-2024 22:12:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 22:12:38	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-05-2024 22:12:37	critical	Cable Modem Reboot because of - HW or Power-On Reset
24-05-2024 23:32:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-05-2024 23:32:36	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-05-2024 23:32:35	critical	Cable Modem Reboot because of - HW or Power-On Reset
23-05-2024 20:42:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-05-2024 20:42:50	critical	Cable Modem Reboot because of - HW or Power-On Reset
23-05-2024 20:42:50	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[cut4matty]

This is an example since I've started to use this monitor

[John_GS]

Hi @cut4matty 

Thanks for posting and welcome to the community. Apologies for any broadband issues. I can see since your post you've spoke to the team and also had an engineer visit.

I hope everything is now fixed for you, do keep us posted if you need further help.

Best wishes.

[cut4matty]

Hi John,

I’ve been away for the week but the wife was home and she still had broadband drop outs throughout the day, some lasting up to half an hour. We’ve had everything replaced : Line from box to home (apparently), box outside our house, the box that the fibre goes into and transforms it into coax, the coax cable and the router itself (router replaced 3 times)

im starting to run out of ideas. I do really enjoy the 1130mbps download on the PC but sometimes I do miss my BT reliability because even though it was only 50mbps, it has never ever went down on my in the last 4 years, definitely not every day. 

 

[Beth_G]

Hi cut4matty

Thanks for getting back to us, it is really disappointing to hear that this issues are persisting. 

I've had a look and it looks like there are still some signal issues present. We're not too sure why we haven't been able to resolve these during the previous visits, but what I'll do is speak to your local Area Field Manager to see what the next steps would be and what they suggest. As soon as I hear back, I will let you know.

[cut4matty]

Hi Beth,

Hi Beth 

Thank you for doing this. Will be looking forward to further detail.

matt

[John_GS]

Hi @cut4matty 

There's still no response currently but we'll update you when there is one.

Best wishes.