Broadband down and logs stuck at August 31st

[#1]

Hi all, service has been stable since the end of August until this week

Very slow download yesterday - BT wholesale line test showed between 0.0 and 0.5 download and 0.6 upload. I spoke with Danny in customer support and he requested a line reset which seemed to have done the trick yesterday.

Today, however the broadband went off - nothing in the logs for WAN events  - however what's strange is that there are no log entries at all after 31st August - is there a way to tell if logging is enabled ?

broadband came back on after a few minutes

thanks

Robin

[#2]

adding log page

[#3]

@dyha5b Can you post the Help Desk page - obscuring your username?

[#4]

@dyha5b Ignore my previous post. Looks like your Hub can't get a connection for some reason.

[#5]

here you go John

[#6]

@dyha5b Looks like you're back online - about three hours ago? Your downstream noise margin, however, indicates you still have a problem somewhere -it is much too high.

Has the log updated to the correct date/time?

[#7]

Thanks John

Logs - if I select

All:  then top entry is date 31st August

System:  14th november

WAN: 31st August

Button Press: 20th October

its all very odd - telnet not supported on these routers and I don't see how to force synchronise the time 

thanks

robin

[#8]

I've no idea, either, Robin, as I've never used them, but from the log you produced earlier, it appears that it can't access the time server.

Maybe @Baldrick1  or @MisterW may have an idea?

[#9]

@dyha5b 

The time should update once a active broadband connection is made. What does the NTP log say?
It might be necessary to factory reset the Hub, is that something you're happy to try.

Dan.

[#10]

My first move would be to factory reset the hub by pushing a paperclip or similar in the reset hole. Keep the switch closed for at least 25 seconds.

[#11]

yep - ntp cannot connect

3:18:34, 31 Aug.	(166715.040000) NTP synchronization failure!
23:14:54, 31 Aug.	(166494.900000) NTP synchronization failure!
23:11:14, 31 Aug.	(166274.860000) NTP synchronization failure!
23:07:34, 31 Aug.	(166054.820000) NTP synchronization failure!
23:03:54, 31 Aug.	(165834.780000) NTP synchronization failure!
23:00:14, 31 Aug.	(165614.340000) NTP synchronization failure!
22:56:34, 31 Aug.	(165394.300000) NTP synchronization failure!
22:52:54, 31 Aug.	(165174.260000) NTP synchronization failure!
22:49:14, 31 Aug.	(164954.220000) NTP synchronization failure!
22:45:34, 31 Aug.	(164734.180000) NTP synchronization failure!
22:41:54, 31 Aug.	(164514.150000) NTP synchronization failure!

[#12]

ok, we'll give that go after work - i always leave this type of action to the end so that event logs etc are available if tech support need to see them - thanks for the advice

[#13]

Thanks Baldrick - router reconnected after factory reset - now ntp is working

the customer care team have called, openreach are coming out on Friday to check the line to see why there are so many errors and noise on the line