Internet goes down daily - Hub 3.0 - Fibre Broadband

[london7890]

Hello,

We're on a M100 Fibre Broadband package (being upgraded to M200 just now) and we've had lots of issues in the last 2 weeks. On a daily basis (usually around 11am and sometimes again around 3-4pm), we're losing the connection and have to do a power cycle on the hub (Hub 3.0). Speaking on the phone with someone from Virgin they said that we should leave the Hub powered on for 24 hours (so not restarting it) and that the issue would automatically get fixed. We've still had a few outages since then. A few notes: the hub's wifi is disabled and there's one ethernet cable going out of it and into our main router.

Because the router page doesn't keep a long history of the logs, I've queried it over the last few days and copied it below:

"1.3.6.1.2.1.69.1.5.8.1.2.1":"25/02/2022 11:24:22",
"1.3.6.1.2.1.69.1.5.8.1.7.1":"SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;",
"1.3.6.1.2.1.69.1.5.8.1.2.2":"25/02/2022 11:24:22",
"1.3.6.1.2.1.69.1.5.8.1.7.2":"RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;",
"1.3.6.1.2.1.69.1.5.8.1.2.3":"25/02/2022 11:25:9",
"1.3.6.1.2.1.69.1.5.8.1.7.3":"SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;",
"1.3.6.1.2.1.69.1.5.8.1.2.4":"25/02/2022 11:25:9",
"1.3.6.1.2.1.69.1.5.8.1.7.4":"RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;",
"1.3.6.1.2.1.69.1.5.8.1.2.5":"25/02/2022 11:26:55",
"1.3.6.1.2.1.69.1.5.8.1.7.5":"NOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;",
"1.3.6.1.2.1.69.1.5.8.1.2.6":"25/02/2022 11:26:59",
"1.3.6.1.2.1.69.1.5.8.1.7.6":"SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;",
"1.3.6.1.2.1.69.1.5.8.1.2.7":"25/02/2022 11:26:59",
"1.3.6.1.2.1.69.1.5.8.1.7.7":"RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;",
"1.3.6.1.2.1.69.1.5.8.1.2.1":"25/02/2022 11:29:46",
"1.3.6.1.2.1.69.1.5.8.1.7.1":"SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;",
"1.3.6.1.2.1.69.1.5.8.1.2.2":"25/02/2022 11:29:46",
"1.3.6.1.2.1.69.1.5.8.1.7.2":"RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;",
"1.3.6.1.2.1.69.1.5.8.1.2.3":"25/02/2022 11:33:15",
"1.3.6.1.2.1.69.1.5.8.1.7.3":"SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;",
"1.3.6.1.2.1.69.1.5.8.1.2.4":"25/02/2022 11:33:15",
"1.3.6.1.2.1.69.1.5.8.1.7.4":"RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;",
"1.3.6.1.2.1.69.1.5.8.1.2.5":"25/02/2022 11:34:25",
"1.3.6.1.2.1.69.1.5.8.1.7.5":"NOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;",
"1.3.6.1.2.1.69.1.5.8.1.2.6":"25/02/2022 11:36:35",
"1.3.6.1.2.1.69.1.5.8.1.7.6":"SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;",
"1.3.6.1.2.1.69.1.5.8.1.2.7":"25/02/2022 11:36:35",
"1.3.6.1.2.1.69.1.5.8.1.7.7":"RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;",
"1.3.6.1.2.1.69.1.5.8.1.2.8":"25/02/2022 11:40:35",
"1.3.6.1.2.1.69.1.5.8.1.7.8":"Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;",
"1.3.6.1.2.1.69.1.5.8.1.2.9":"25/02/2022 15:30:44",
"1.3.6.1.2.1.69.1.5.8.1.7.9":"No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;",
"1.3.6.1.2.1.69.1.5.8.1.2.10":"25/02/2022 19:37:9",
"1.3.6.1.2.1.69.1.5.8.1.7.11":"No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;",
"1.3.6.1.2.1.69.1.5.8.1.2.14":"26/02/2022 10:22:10",
"1.3.6.1.2.1.69.1.5.8.1.7.14":"RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;",
"1.3.6.1.2.1.69.1.5.8.1.2.15":"26/02/2022 10:52:0",
"1.3.6.1.2.1.69.1.5.8.1.7.15":"SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;",
"1.3.6.1.2.1.69.1.5.8.1.2.16":"26/02/2022 10:52:3",
"1.3.6.1.2.1.69.1.5.8.1.7.16":"RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;",
"1.3.6.1.2.1.69.1.5.8.1.2.17":"26/02/2022 10:52:4",
"1.3.6.1.2.1.69.1.5.8.1.7.17":"SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;",
"1.3.6.1.2.1.69.1.5.8.1.2.18":"26/02/2022 10:52:4",
"1.3.6.1.2.1.69.1.5.8.1.7.18":"RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;",
"1.3.6.1.2.1.69.1.5.8.1.2.19":"26/02/2022 11:06:33",
"1.3.6.1.2.1.69.1.5.8.1.7.19":"No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;",
"1.3.6.1.2.1.69.1.5.8.1.2.20":"26/02/2022 11:08:31",
"1.3.6.1.2.1.69.1.5.8.1.7.20":"RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;",
"1.3.6.1.2.1.69.1.5.8.1.2.20":"27/02/2022 07:27:15",
"1.3.6.1.2.1.69.1.5.8.1.7.20":"No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;",

 Any help appreciated!

Thanks.

[jbrennand]

Have you checked first for any “known network faults”

As well as trying the “check service,”Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level. These may not be listed on the Area Status web page (Areas are not “Geographic” they are billing areas) as that usually only covers faults affecting 1000’s of customers) so phone may give you more info, but even that wont cover problems affecting just a few customers.

Also - to monitor the situation set up a BQM as below....
________________________________________________

Set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality

[london7890]

Thank you, the phone number didn't report any issues in the area, so I've set up a BQM, will see what it shows over the next few days.

[Ashleigh_C]

Hi there @london7890

Thank you so much your post and welcome to the community forums! It's great to have you on the team! 

Thank you to @jbrennand for their help and guidance on this so far. 

How are things looking since the post? Are you able to link us to the BQM now that this has been running for a few days? 

Thank you.