We had the same outage on Friday and it looks like a larger network issue than anything to do with the Hitron itself. The connection recovered without intervention from us shortly after lunchtime (after about 2 hours loss of service).
Since we had the new firmware (a few weeks) the speedtests are fast and the Thinkbroadband graphs show only small amounts of packet loss when the connection is loaded.
There are still serieus issues though which seem to be specific to routing issues where we pop out from the tunnel into VM's backbone (which seems to be in Manchester).
What we can see is that certain websites either timeout (and get reset from the remote end) or take forever to respond.
Some of the worst websites I found are VM's own. This seems to be a routing issue in their network. See the traceroutes and ping test below. Anyone else seem this, before I attempt to report this to faults?
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C:\Users\abc>tracert
www.virginmediabusiness.co.uk
Tracing route to ssl.
www.virginmediabusiness.co.uk.c.footprint.net [8.247.6.189]
over a maximum of 30 hops:
1 1 ms 1 ms 1 ms xx.xx-xx-xx.static.virginmediabusiness.co.uk [xx.xx.xx.xx]
2 * * * Request timed out.
3 16 ms 18 ms 56 ms perr-core-2b-ae16-0.network.virginmedia.net [62.253.138.249]
4 * * * Request timed out.
5 * * * Request timed out.
6 28 ms 18 ms 17 ms brnt-ic-1-ae0-0.network.virginmedia.net [62.254.42.198]
7 19 ms 24 ms 23 ms m686-mp2.cvx1-b.lis.dial.ntli.net [62.254.42.174]
8 23 ms 18 ms 21 ms 213.46.174.110
9 27 ms 30 ms 28 ms ae-1-51.ear3.london2.level3.net [4.69.143.198]
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.
Trace complete.
C:\Users\abc>ping
www.virginmediabusiness.co.uk
Pinging ssl.
www.virginmediabusiness.co.uk.c.footprint.net [8.247.6.189] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Ping statistics for 8.247.6.189:
Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),
C:\Users\abc>ping
www.virginmedia.com
Pinging
www.virginmedia.com [213.105.9.24] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Ping statistics for 213.105.9.24:
Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),
C:\Users\abc>