I've been experiencing frequent, intermittent, connection dropouts from my Hub 3 broadband connection during the last couple of weeks. The dropouts will happen most days at least once, sometimes repeatedly, for a period of time and then eventually stabilise. Hub loses connection, the status light turns white and then goes through the reconnection cycle.
I've tried contacting VM customer service, but have had the call 'dropped' on me when I appeared to reach the limit of the advisor's knowledge, so have yet to find a resolution.
In case it's relevant, the incoming line from outside was repaired last year by VM (it has a VM cable joiner on it).
I would love someone from VM to reach out, please, but all advice welcome.
Hub 3 is in Modem only mode, I've tried power off & reset, and have reset the router that the Hub is connected to. Here are the status logs taken yesterday from the Hub:
No Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
Lost MDD Timeout;CM-MAC=xxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0;
Your Hub data looks OK. Someone else will need to check the Network Log.
Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.
Post a link to your BQM on here.
Instructions for posting BQM Link
Under your BQM graph are two links in red.
Click the lower link (Share Live Graph) then click generate.
Copy the text in the Direct Link box, beware, there may be more text than you can see.
On here click the Link icon (2 links chain to the left of the camera icon)
In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.
Somewhat as expected, the new Hub arrived yesterday and was stable for about 24 hours. Today it was stable for most of the day (usage was relatively low), the connection has now just dropped twice in 15 minutes. Same issue. Connection dropped, then hub renegotiates.
Will upload the network log from the Hub and a graph snapshot shortly. The graph link is still active.
Any thoughts on this would be most appreciated. Will try calling VW again.