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ScatchyMonkey's avatar
ScatchyMonkey
Tuning in
2 years ago
Solved

Hub 4 - slowly pulsing white light / loss of broadband

Area 30/DL14. Happened a few times now, with the same outcome. Speed and reliability fine, then:

  • The telltale sign of WiFi disconnecting from the internet on a device I happen to be using
  • Hub 4's normally steady white band is now pulsating slowly
  • I try to log onto the Hub 4's web server page (via wifi, or wired connection) and it hangs after logon
  • I turn the Hub 4 off and back on again using its switch and connectivity is restored
  • Rinse, repeat after a day or so.

I check VM service status, which tells me there's a TV issue in DL14 9LF. Thanks for your patience while we work to fix things as quick as we can, but not Broadband problems. Running the Network Diagnostic Tool on the Hub 4's web server page, tells me that everything is ok, temperature fine, etc. It is noticeably hot to the touch, though. 🤔

Logs also tell a story: repeated 'SYNC Timing Synchronization failure - Loss of Sync' messages. I can't begin to fathom these out, but discovered the helpful answer in this link seems to indicate the problem is possibly not directly caused by my router : 

Below is a section of those logs:

Wed 12/04/2023
19:33:55
6CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; 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;
Wed 12/04/2023
19:33:28
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 12/04/2023
19:27:47
6CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; 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;
Wed 12/04/2023
19:27:44
3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 12/04/2023
19:27:42
6CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; 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;
Wed 12/04/2023
19:27:42
3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 12/04/2023
19:27:29
6CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; 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;
Wed 12/04/2023
19:27:25
3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 12/04/2023
19:07:35
6CM-STATUS message sent. Event Type Code: 5; Chan ID: 2; 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;
Wed 12/04/2023
19:07:31
3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 12/04/2023
19:00:39
6CM-STATUS message sent. Event Type Code: 5; Chan ID: 1; 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;
Wed 12/04/2023
19:00:38
3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

 

My uneducated guess is that external equipment problems are causing my router to work harder than normal and possibly causing it to fall over from time to time.

Any assistance welcome.

Thanks,

SM

  • Hey - my original problem was due to a kinked white coax cable. Was patiently diagnosed by an engineer on site with his meter. Replaced the cable and all was well again. Hope that helps.

  • lotharmat's avatar
    lotharmat
    Community elder
    Can you post up the contents of the other Hub Stats tabs?

    It may help to diagnose
    • ScatchyMonkey's avatar
      ScatchyMonkey
      Tuning in
      Hi lothatmat - thank you for the swift reply, but in the meantime it looks like I've got some assistance from Martin_M and hopefully an engineer for next week.
      SM
      • lotharmat's avatar
        lotharmat
        Community elder
        No problemo - Hopefully the engineer visit will solve it!
  • Hi ScatchyMonkey,

    Thank you for your post. I'm very sorry to hear about the issue with your broadband service. 

    I have taken a look on our side and it does look as though an engineer visit is needed. 

    I will private message you now to confirm your details. 

    ^Martin

    • ScatchyMonkey's avatar
      ScatchyMonkey
      Tuning in
      Thank you Martin - have also responded to your DM with my details.
    • Viper-t's avatar
      Viper-t
      Fibre optic

      Hi Martin do I need one too? as mine has been flashing slow white since 2pm it's now 6pm with no Internet the hub 4 is boiling hot but then its always like that, my checks also say tv problem but I haven't any tv only broadband. I've rebooted the 30 sec pinhole route and 60 sec with no ethernet cables still not working so we sat here with no Internet. Do we get this day of our bill as the broadband is the heart of the home in 2023 many thanks

      Regards

      • Arissa_H's avatar
        Arissa_H
        Forum Team

        Hi Viper-t 👋🏼.

        Thank you for coming back to us 😊.

        Sorry for the delay in responding, is this issue still on going since Monday or has this issue been resolved?   

  • Well Scratchymonkey it looks like there are more of us out there with the same problems.

    Exactly the same for me, TV issue but not broadband. 

    The broadband flickers in and out but nothing able to connect properly. 

    I had an engineer out to fit an extra box recently, wish this had happened then...

    • Ashleigh_C's avatar
      Ashleigh_C
      Forum Team

      Hi there johnmcg82 

      Thank you so much for your post and welcome to the community forums, it's great to have you here. 

      We do ask if you are facing an issue that you create your own thread so that we can look into the problem effecting you specifically without it confusing another users thread. 

      I've taken a look and I can see there was a bit on instability on the connection that appears to have levelled out now, can I ask how things are looking since your last post?