Hi
My setup is that I use a VM Hub 3 in Modem Mode, with my own wireless router connected to it that provides our main home network. We have had no issues for more than 2 years, and the more advanced setup suits us because our home network is quite complicated with wireless speakers, IOT devices, home assistant setup and so on.
In the last few weeks we've started to get frequent WAN drop-outs that seem to occur several times each day for up to 30 seconds at a time. Internal wifi was fine, I checked our router logs and ultimately traced it to the VM Hub itself.
Via the Hub's network tools / logs, I have uncovered what appears to be a frequent loss of synchronisation - I'll post the full output (log, downstream, upstream, etc.) but we get this 5-6 times per day:
| critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
| Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
From my perspective, this absolutely correlates with what's been going on. We've had a lot of building work around here recently, plus lorries are always reversing into the grey on-street cabinets so it wouldn't surprise me if there is an issue with line noise or connectivity.
From my perspective, that should be enough to get a technician to visit and examine the street cabling, fibre box etc.
But, on the phone, customer support are now insisting that I re-enable Router mode on the hub, turn off our own router completely, and run a 48 hour 'experiment' to rule out what I presume is issues with our router, etc. This is pretty disruptive.
It also feels a little pointless. Why am I having to jump through these hoops, have I missed something here or are the critical log entries in the Hub not sufficient evidence that we need somebody to check the on-street connection to the cabinet? Is there no other way?
I actually work in an I.T. company but of course I also acknowledge I'm no expert in DOCSIS, fibre, etc. so I don't want to sound arrogant - hence the community post to canvas opinion on this!
