Intermittent broadband
Hi, I have been a VM broadband customer for many years. I am on the M350 broadband package. Over the past week I have had frequent internet dropouts spanning multiple days. Annoyingly this is happening intermittently which makes it harder to debug. There are no known broadband issues in my area. My internet can be working fine for a good few hours but suddenly I will have no internet bandwidth on my devices and I am unable to access any web pages. When this happens the connection drops for varying periods of time ranging from a few mins to sometimes as long as an hour. When I have no internet connection there doesn't appear to be any change in the status lights on the superhub. I have the superhub 5 which I upgraded to over 4 months ago and it's been working absolutely fine until last week. The superhub is running in router mode. I connect from multiple devices over wifi and there is no difference which device im using, the problem occurs on all of them. I have tried restarting the superhub many many times. Sometimes the internet comes back when the hub reboots but often it doesn't. When the internet is working I get very fast speeds: I setup a Think Broadband broadband quality monitor a few days ago. Below you can see some graphs over the past few days... Friday had no dropped packets: Saturday had some: This morning / overnight has been terrible: I would appreciate some help to try and understand what's going on here as it's been extremely disruptive especially when im working from home. Thanks in advance475Views2likes9Comments
Hub 5 dropout
Afternoon, I recently contacted VM to discuss possibilty of obtaining a pod to assist an issue in 1 room of our house that has low wifi signal and they accepted that 1 was required, but as i refused to pay the £8 monthly charge (i don't agree with it), they then offered to upgrade my b/b to 1gig package and sent the new hub5. Since it has been about 10 days now, i am finding the Hub 5 keeps dropping signal in that my phone says connected to wifi but no internet access. Having used the VM Connect app, it does a test and says unable to connect to network but then it can connect instantly and says all is good. I have also noticed the wifi coverage is nowhere near as good as it should be in other areas of the house, rather than the 1 initial room that we had previously. In the room where the hub is, we have full strength wifi. Reading the forums now, it appears many other people have experienced similar issues with Hub5 so hopefully someone from VM can help here as the webchat option is waste of time in my experience. ThanksSolved317Views0likes13CommentsConnection keeps dropping Critical
Connection keeps completely dropping randomly for a minute every couple of minutes. I have turned off the router for a couple of minutes and turned it back on many times. Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 1 36600000 43.3 5120 64 qam 3 2 23600000 45.8 5120 64 qam 5 3 30100000 43.3 5120 64 qam 4 4 43100000 43.3 5120 64 qam 2 5 49600000 43.3 5120 64 qam 1 Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 1 ATDMA 0 0 1 0 2 ATDMA 0 0 1 0 3 ATDMA 0 0 0 0 4 ATDMA 0 0 1 0 5 ATDMA 0 0 1 0 Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 387000000 5.8 40 256 qam 32 2 235000000 4.3 38 256 qam 13 3 243000000 4.3 38 256 qam 14 4 251000000 4.4 38 256 qam 15 5 259000000 4.3 40 256 qam 16 6 267000000 4.5 40 256 qam 17 7 275000000 4.1 38 256 qam 18 8 283000000 4.1 38 256 qam 19 9 291000000 4.6 40 256 qam 20 10 299000000 5 38 256 qam 21 11 307000000 5.4 40 256 qam 22 12 315000000 5.5 40 256 qam 23 13 323000000 5.8 40 256 qam 24 14 331000000 5.5 40 256 qam 25 15 339000000 5.6 40 256 qam 26 16 347000000 6.1 40 256 qam 27 17 355000000 6.1 40 256 qam 28 18 363000000 6.4 40 256 qam 29 19 371000000 6.3 40 256 qam 30 20 379000000 6.1 40 256 qam 31 21 395000000 5.8 40 256 qam 33 22 403000000 6.3 40 256 qam 34 23 411000000 6 40 256 qam 35 24 419000000 6.4 40 256 qam 36 Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 40.9 2744 30382 2 Locked 38.9 728 309 3 Locked 38.6 708 178 4 Locked 38.9 775 104 5 Locked 40.3 729 99 6 Locked 40.3 721 112 7 Locked 38.9 883 153 8 Locked 38.9 974 146 9 Locked 40.3 672 152 10 Locked 38.9 684 160 11 Locked 40.3 533 213 12 Locked 40.3 562 159 13 Locked 40.3 517 140 14 Locked 40.3 601 143 15 Locked 40.9 634 175 16 Locked 40.9 564 230 17 Locked 40.3 716 214 18 Locked 40.9 624 140 19 Locked 40.9 676 110 20 Locked 40.3 789 1948 21 Locked 40.3 833 69 22 Locked 40.9 617 71 23 Locked 40.9 1077 1287 24 Locked 40.9 925 2 Time Priority Description 22/01/2026 23:33:31 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/01/2026 23:33:28 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/01/2026 21:39:15 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/01/2026 17:22:21 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/01/2026 16:53:17 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/01/2026 16:20:33 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/01/2026 14:48:46 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/01/2026 08:03:33 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 21/01/2026 07:22:50 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 20/01/2026 07:06:42 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 19/01/2026 18:27:29 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 19/01/2026 18:27:29 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 18/01/2026 21:16:32 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 18/01/2026 16:08:14 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 17/01/2026 18:09:18 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 17/01/2026 16:23:40 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 16/01/2026 16:17:29 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 16/01/2026 15:01:38 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 16/01/2026 14:51:46 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 16/01/2026 07:17:46 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;80Views0likes1Comment
Internet and TV drop out since December
I’m hoping someone from Virgin Media can help as this issue is still ongoing. My broadband and TV services have been repeatedly dropping out since the end of December. An engineer attended on Saturday (after I waited in for the appointment) and advised that there is a signal issue affecting my property and the four neighbouring houses. I was told this was a known fault and that it would be fixed right away. Unfortunately, nothing has changed and the broadband and TV are still dropping out just as before. This has now been going on for several weeks and is extremely frustrating. We have kids in the house and they are going crazy without a reliable internet connection, especially when the issue was already acknowledged as an area-wide fault. Can someone please: Confirm what the fault actually is Advise when it will be properly resolved Confirm whether this has been logged as an area/network issue Happy to provide account details via private message if needed. Thanks.81Views0likes1CommentEthernet on black WiFi pod issue
I have a hub 5x and two black WiFi pods on a 350Mb package. Off one of the WiFi pods, I have a tp-link powerline adapter connected to the pod via ethernet cable to serve internet in a garden office. All has been working fine for around 6 months. In the last week, there was some sort of over night outage for a few hours. Since then I’ve had issues with the one WiFi pod and internet via powerline (everything else came back fine after the outage). The WiFi pod pulses white indicating a connection issue back to the hub. I’ve power cycled everything in order several times. No luck. I’ve swapped round the WiFi pods in case of a specific pod fault and same behaviour. I’ve tried different Ethernet ports, Ethernet cables and power sockets. Again; no luck. What I have noticed is that the pod works/connects fine WITHOUT an Ethernet cable connected. As soon as I connect the cable, the pod cycles through connection again (blue, then green lights) but doesn’t revert to a solid white light; it pulses white as if there is no connection (even after waiting some time). the WiFi pod and hub are only six metres apart and with it working previously I’m confident it isn’t a placement issue. I can’t plug powerline directly into the hub (without a lot of cable/drilling work) as the hub is placed on a different electrical circuit to where the WiFi pod is placed. Both WiFi pods show up in the VM connect app indicating they are provisioned correctly I guess. I do have intermittent issues where VM app service status check returns that it can’t connect to hub but internet is working fine for a plethora of devices connected wirelessly and wired into the hub and the other WiFi pod so I haven’t paid much attention to that. I’ve exhausted all ideas on remedying this problem. Help gratefully received.Solved311Views0likes9CommentsPS5 suddenly stopped connecting to WiFi
Has been ok for a year on the network and now saying this “Can’t connect to the server within the time limit. There might have been a problem in connecting to the network, or PlayStation Network or the server of the service provider might be temporarily busy”143Views0likes4CommentsBoardband service is keeping unstable / disconnected
I’m living in postcode B90. During these months ,the boardband service was keeping unstable. The service was keeping on and off especially on Sat, Sun or Public Holidays. It’s totally disappointed. Is that the services demand over load the server ?49Views0likes1CommentComplete loss of service - Tracking progress?
Does anyone know of a solid way to track progress on an issue? My internet has been out since Sunday afternoon, I can see in the network logs that there's an issue with the termination service, mac address isn't coming back with anything. Reported issue Monday morning, was told engineer was coming out Tuesday but that was a no show, chased this. Rescheduled on Wednesday, who popped over to say that he's seen, and checked with a outside cable engineer, looking at an issue. Had to follow up that night, because I'm still in the dark about it all, was told that there's an issue with the 'pit chamber' (hole under the junction box?), and it would be sorted by Thursday 7pm... It wasn't; Long discussion with support last night who explained the issue further, saying there was a blockage etc.. and it will be resolved in the next 72 hours... Now I don't mind, and appreciate that it can take time to sort, but there's been no real updates throughout, only a text to say an engineer is scheduled, and only when i contact support. The area service checker says everything is fine and dandy, so my wife and I have been tethered to my phone to work for the last 5 days, and I've had no messages/texts/emails since, to say what is happening. Support have been really polite and helpful, but I feel like they're slightly disjointed from what's happening on the ground? it'll be good to have an engineer give me a explanation of the issue and how it will be resolved, if there are difficulties and an ETA. AdamSolved77Views0likes1Comment
Intermittent broadband
Hi, I have been a VM broadband customer for many years. I am on the M350 broadband package. Over the past week I have had frequent internet dropouts spanning multiple days. Annoyingly this is happening intermittently which makes it harder to debug. There are no known broadband issues in my area. My internet can be working fine for a good few hours but suddenly I will have no internet bandwidth on my devices and I am unable to access any web pages. When this happens the connection drops for varying periods of time ranging from a few mins to sometimes as long as an hour. When I have no internet connection there doesn't appear to be any change in the status lights on the superhub. I have the superhub 5 which I upgraded to over 4 months ago and it's been working absolutely fine until last week. The superhub is running in router mode. I connect from multiple devices over wifi and there is no difference which device im using, the problem occurs on all of them. I have tried restarting the superhub many many times. Sometimes the internet comes back when the hub reboots but often it doesn't. When the internet is working I get very fast speeds: I setup a Think Broadband broadband quality monitor a few days ago. Below you can see some graphs over the past few days... Friday had no dropped packets: Saturday had some: This morning / overnight has been terrible: I would appreciate some help to try and understand what's going on here as it's been extremely disruptive especially when im working from home. Thanks in advance
