I've been having an issue with my broadband for several weeks and I am unsure of how to proceed.I am getting multiple drop outs a day, sometimes for a minute or so and some times for several minutes. At first I thought it could be lock down/load related but having read around it seems it could be an issue with the cabling or something similar.
If I perform a speed test i am lucky to get 100 down (i pay for 200), 50-60 is more the average.
If I leave a ping running the response time varies between 12ms to 2-300ms or I get a time-out.
I don't want to take up a support staff resource unless I need to, so hope someone can assist on here.
I have checked all the cables are secured and i can see no visible damage to either the cabling or the box outside on the wall. I have also rebooted the Superhub as well as reset it.
Each drop out seems to coincide with an error logged on the modem.
Network Log (partial – had to cut it down for max message limit)
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.0;
Your stats are all off there and will likely need an engineer visit unless there an area fault
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The red block at the start was because i hadn't configured my firewall correctly, the block at just before 0800 21/5 was a big outage - i had to power off my modem for several minutes as just a reboot wasn't working.
Thanks for posting this as I have exactly the same experience and errors in my router mgmt page with the network log dropouts.
I have just signed up to the thinkbroadband service and begun monitoring my router - great source of info and useful to track.
Would love to hear what feedback you got from VM and if they troubleshooted and resolved, what did they do.
My experience exacerbated lately with home broadband and wifi as I upgraded to a mesh network and I am now having more dropouts with wifi, Alexa and smart TV compared to my cheap wifi extenders. I thought I had solved a problem by investing in £££'s worth of kit but it has made it worse ;o(
@durn wrote: That came back as "No issue" and there appears to be no local faults.
VM Status page will not show local faults. As stated by Gary, your Upstream power is far too high and needs adjusting. Also you have some channels with PostRS errors, and this will need fixed as well. An engineer will be required to sort this out.