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 advanceConnection 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;
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