constant BB drop out

[st3v3]

My BB is constantly dropping out, this is not wifi but hard wired by eithernet cable to the router.
I thourght it was the Hub so when i was offered a new Hub 5 i took it, but now it seems worse.

I have seen what others have posted with tables but i dont know where to look for these?!
What i have found in the hub 5 is networking logs do ill post these, they dont look good, but even so i dont know what they mean.

This is really starting to get to me now as i pay for a service which i dont recieve and then VM demand a bill rise, not that this is the issue.

Thanks for any help any one can give

Time Priority Description

20-03-2022 01:16:36	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 4 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-03-2022 00:49:46	notice	CM-STATUS message sent. Event Type Code: 20; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-03-2022 00:49:36	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-03-2022 00:49:30	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-03-2022 00:49:11	notice	REGISTRATION COMPLETE - Waiting for Operational status
20-03-2022 00:49:05	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;
20-03-2022 00:49:01	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-03-2022 00:48:59	notice	Honoring MDD; IP provisioning mode = IPv4
20-03-2022 00:48:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-03-2022 00:48:44	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-03-2022 00:48:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-03-2022 00:48:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-03-2022 00:48:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-03-2022 00:48:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-03-2022 00:48:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-03-2022 00:48:38	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-03-2022 00:48:33	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-03-2022 00:48:33	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-03-2022 00:48:33	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-03-2022 00:48:33	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-03-2022 00:48:33	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-03-2022 00:48:33	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-03-2022 00:48:33	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-03-2022 00:46:49	critical	Cable Modem Reboot from SNMP
19-03-2022 00:25:35	critical	Cable Modem Reboot from SNMP
18-03-2022 00:47:05	critical	Cable Modem Reboot from SNMP
17-03-2022 00:08:46	critical	Cable Modem Reboot from SNMP
16-03-2022 00:21:25	critical	Cable Modem Reboot from SNMP
15-03-2022 00:23:29	critical	Cable Modem Reboot from SNMP
14-03-2022 00:32:17	critical	Cable Modem Reboot from SNMP
13-03-2022 00:38:27	critical	Cable Modem Reboot from SNMP
12-03-2022 00:25:52	critical	Cable Modem Reboot from SNMP

[st3v3]

The reason why I discounted the WiFi is that a hard wired connection shouldn’t drop out regardless of what the WiFi is doing.

I also know there’s a number of situations that can affect wifi

steve

[Serena_C]

Hi Steve,

Thanks for getting back to us. I have ran some checks on our systems and can see that unfortunately there is a DOCSIS 3.1 issue that may be affecting your service. I would like to book a technician visit for you to get this resolved. I shall send you a private message to confirm your address now and get this booked in.

Kind regards,

Serena

[st3v3]

Engineer came out checked my connection/equipment/cables, the requested a re-pull on my neighbours VM BB as he was piggy backing off me and still my BB keeps dropping out via hardwire cable to router.

if im honest, the last 12 months have been the worst for me in over 22 years with NTL/VIRGIN - Not a happy bunny!!

[st3v3]

so its now friday and no one can offer anymore help on this?

Im paying for a service which is failing me, obviousley im not the only one with this issue as this section absolutely full of people with the same problem?!!!

[Steven_L]

Thanks for coming back to us @st3v3, I'm really sorry to hear of your ongoing connection issues.

How has it been running over the weekend?

Regards,

Steven_L

[st3v3]

Hi,
After rebooting my router im still getting drop outs but not as often.

I wouldnt mind but its not always practical for me to reboot the router, i guess ill see over the next week or so now, how often i have to reboot and how many times i get dropout.

[Nathan_B]

Hi there @st3v3, thanks for the update. I'm glad to see the drop outs have calmed down slightly.

How have things been with this since Monday? Please let us know if you need any further support with this.

Regards

Nathan

[jem101]

@st3v3 out of idle interest, have you asked your neighbour if they are experiencing any issues? Now frankly even if they say ‘no it’s all fine’, it doesn’t really prove anything because depending on usage it is quite possible that a connection drop can go unnoticed.

So apparently your connection is piggy backing off of your neighbour’s back to the street cabinet, right?   And a re-pull has been ordered for it, yes (hint , probably nothing has been ordered at all, the technician just told you some old flannel to get away as soon as possible)?

OK, that sets every single alarm bell ringing for me - indeed what you have described does indeed sound like a cabling issue but VM’s response to said things isn’t exactly world class shall we say!

Right, here’s what you need to do, start looking for alternatives to VM, what other providers are available to you? Are you still within the minimum 18 month contract period? If you are then there are still possibilities of getting you released without penalty. Absolutely do not assume that this is something that VM will ‘fix’ anytime before the arrival of the next ice age!

[st3v3]

Hi Jen,

VM did actually do a re pull for my neighbour and they are not now piggy back-img off our connection.

I’ve been with VM for nearly 22 years now and will be making a phone call tomorrow to question what’s going on,although I dont expect a full explanation or even someone who knows what they are doing but I can but try.

[John_GS]

Hi st3v3

Apologies for this. I've done some system checks and can see your broadband is dropping at least once a day. I'll get a tech visit for this and get them to check the cabling mentioned as well. I'll send you a PM now to get this done. Best,