Forum Discussion

kountzero's avatar
kountzero
Joining in
3 months ago

NG21 outage every morning

As titled, hub looses sync every morning for about an hour. Either reboots or goes red requiring a hard reboot. 

Walking around the block reveals no techs or vans doing their thing. Also it goes down whether or not we are using it or not. 

The error logs just say its lost signal/sync, nothing about not getting a new lease etc. So it seems to be external.

Speed overal is not what it was as more new customers are fighting for space in the green cab down the road.

Probably doesnt help that our copper cable is at least 25 years old now as it was a Diamond Cable install back in the day and was already here when we moved in in 2001.

Customer loyalty doesnt get you preferred status when it comes to infrastructure sadly, been a TW, NTL, VM solidly since mid 90s but this last month has been the most flakey in all that time.

3 Replies

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  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    3 months ago

    Try checking with Area faults on  0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

    Post the power levels, Pre and PostRS errors and network log from the Hub.  

    Setup a BQM to monitor your circuit www.thinkbroadband.com/ping  

    Also run a wired speed test on www.samknows.com/realspeed and post the results. 

    Once done we can comment.

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      3 months ago

      Hello kountzero,

      Welcome to the Community, and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re experiencing with your router at the moment. 

      How long has this issue been going on for? As Adduxi, has suggested, have you been able to set up a broadband quality monitor? This will help us to diagnose the issues that you're experiencing.

      Kind Regards,

      Steven_L

  • Cameron121's avatar
    Cameron121
    Dialled in
    2 months ago

    Appreciate this may or may not help! But I am in the same postcode area (NG21) but on XGS-PON as supposed to HFC that the rest of the area is on. We haven’t had any issues with drop out and nor has the parents in law who are also in that area and on the HFC network. 

    suspect it is an issue with your hub/cable from house to cab etc.