Hi I have been having packet loss type disconnections for roughly 2 years and have had a few new routers in this couple of years with absolutely no positive effect on the connection. Today/last night i've had around 4 disconnections. After lifting the router to check something on the bottom the connection cut out again, which made me wonder if its a cabling issue, after this i slightly wiggled the attenuator/coaxial cable to see if the issues lies here and it completely cut out with the slightly touch of the cable.
I have twice this morning called and started a live chat with customer service and both times they have told me that my line is absolutely fine and there is no evidence to show that my router is having any issues whatsoever, so they will not send out a router or investigator. I am appalled at the customer service that i have endured the last few years and i'm honestly sick of it.
This is basically what i see on my network log x10 daily.
Any help is appreciated.
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
If you wait on here a VM employee should pick this up and sort it out for you within a week. Or if you call in - follow the options for retentions (1,1,4,5 - thinking of leaving) you should get a UK call centre. Tell them that youare thinking of cancelling as this has been going on for years - and they should sort you out.
-------------------- John --------------------
My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
I am afraid posting log snippets do not really help.
It would be better to post the logs in full along with the upstream and downstream power levels to get the complete picture.
However, if you can drop the connection by wiggling the cable every time assuming the cable is securely screwed in , then you might have a dry joint on the Hub's mobo's coax connector. In which case you will need the Hub replacing,but this does not mean you don't have a local circuit issue as well.