Hi all,
I have had Virgin Business broadband installed on the 17th of December and from the offset had issues with the router completely rebooting itself approximately every 2 hours leaving us without internet and phone lines for roughly 5 to 10 minutes at a time. I contacted technical support who blamed our 2 hardwired network printers and suggested I contacted Xerox, reluctantly I disconnected the printers and it still rebooted. I phoned back and they told me they "boosted" the signal and to wait a few hours, again this felt like I was being fobbed off. After phoning again and moaning they organised an engineer to come out. He came out on the 24th and tested the line quality etc and stated that everything connection wise was perfect so concluded I had faulty hardware so changed the router for another Hitron Chita. Unfortunately we are still experiencing exactly the same problem which is a major headache - not so much losing the internet, but losing the phones are a major inconvenience. I have created a connection monitor and uploaded the chart which has been running since this morning.
Anyone had similar issues, or can give me any advise?
Cheers.
@Chermie: The mods approved the image. Not being familiar with that Hitron model, I don't know whether or not they provide the downstream error count on DOCSIS 3.1. What does the network log say? I'd be looking for the message that occurs when there is a modem reset. Nothing in what you've posted raises an eybrow from me.
@Sephiroth wrote:@Chermie: The mods approved the image. Not being familiar with that Hitron model, I don't know whether or not they provide the downstream error count on DOCSIS 3.1. What does the network log say? I'd be looking for the message that occurs when there is a modem reset. Nothing in what you've posted raises an eybrow from me.
Many thanks for your reply. The modem has reset itself to the factory settings yesterday, so the logs have been wiped out, but here are the logs that are currently there:
@Chermie: Yes - those particular log entries reflect a hard reset (the 01/01/1900 entries are the clue). So not much to go by at this stage.
Don’t you just love this social media speak: “reach out”?
With this rebooting, it’ll either be adverse circuit conditions or wrong firmware (which I doubt). There’s not much info in the Network Logs to help pinpoint things. If it’s SYnc Errors, usually in the Downstream. The D3.1 stats were inferior Info) to those I see ont
the residential service. The D3.1 channels do the heavy lifting.
