B73 Lost Broadband

[jamoiholland]

B73 6NS, lost broadband overnight at around 00:05 on 22 Oct 2022. Hub 3.0 in modem mode. Not had any issues for months previous. Logs show, chronologically:

• Lost MDD timeout
• No maintenance broadcasts for ranging opportunities received
• No ranging response received - T3 time-out
• Sync timing synchronization failure

<repeat those logs 3 times, then the following 2 logs repeated 5 times... >

• LAN login success 
• No ranging response received - T3 time-out

Status page shows acquired downstream channel is locked but occasionally ranging, ranged upstream channel is the same, provisioning state is offline/online flapping.

According to the hub's logs status seems unstable in general, things flapping up/down. No known issues according the the status page.

Tried rebooting the hub. Any ideas what to try next? Call Virgin?

[jamoiholland]

[jamoiholland]

Access denied?

[jamoiholland]

I recently (22 Sep 2022) asked for my package to be downgraded, have they knocked me off the network instead maybe?

[jamoiholland · Accepted solution]

Looks like it was the downgrade. Service came back around 09:40

It would be nice to be able to up/downgrade without almost 10 hours of downtime though Virgin... 

[Natalie_L]

Hi jamoiholland, 

Thank you for your post to us here on the Community. 

I am very sorry for the downtime of the service, we appreciate this must be frustrating. 

We are happy to learn that the service has now returned for you and appreciate your patience. 

Please do get in touch if we can assist with anything in the future. 

Thanks, 

[jamoiholland]

Thanks @Natalie, but ironically it has just gone offline again. Same symptoms and log messages. Very frustrating

[Adri_G]

Hello jamoiholland, we're sorry to see you came back to us about this issue. 

How are things looking since you last posted here? We'd usually advise to reboot your equipment so to fix any connection errors after impacted by an area outage.
Let us know if you still experience issues with the service, glad to assist you.

[jamoiholland]

Hi Adri_G, there were 3 outages on Tuesday 25th October throughout 9-5 hours. None required reboots to fix. I presume there was either an intermittent fault or some planned work going on?

[John_GS]

Hi jamoiholland

Thanks for coming back to the thread.

From a system check ran, you do need a tech visit. This is because some of your downstream channels are quite low and also the upstream are maxed out.

I'll send you a PM to get some details and get it booked in

Best wishes,