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DJ1UK's avatar
DJ1UK
On our wavelength
2 months ago
Solved

Atom restart failure

Hi

hub 3, I keep getting frequent disconnects which aligns to green WiFi light flashing.

Running the test I get "intermittent issues reported" but then they resolve.

looking at logs I have a lot of these around the time of the disconnections;

"NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism"


What is the next step? A replacement or router upgrade? I'm on a 350mb service.

 

Thanks

Broadband
Connection
Help
Hub3
WIFI
  • Tudor's avatar
    Tudor
    2 months ago

    Ones like this in the past have required a hub replacement, by do:

    Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web service status page, but this is not recommended as it only covers issues that affect a very large number of customers.

    VM will not dispatch any technicians while an area fault exists.

    If no area faults found:

    The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post. This board is not a fault reporting system.

11 Replies

  • Tudor's avatar
    Tudor
    Very Insightful Person
    2 months ago

    Ones like this in the past have required a hub replacement, by do:

    Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web service status page, but this is not recommended as it only covers issues that affect a very large number of customers.

    VM will not dispatch any technicians while an area fault exists.

    If no area faults found:

    The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post. This board is not a fault reporting system.

    • DJ1UK's avatar
      DJ1UK
      On our wavelength
      2 months ago

      Thanks for the detailed reply. 

      No faults when checking on the phone line.

      I'll monitor the next few days then give customer services a call.

      • Carley_S's avatar
        Carley_S
        Icon for Forum Team rankForum Team
        2 months ago

        Hi DJ1UK 

        Welcome back to the Community Forums. 

        Sorry to hear of your concerns with your services and an error showing the hub log. 

        We can see on the systems on our side that you have since been in touch and have actions in place to investigate this further. 

        Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.

         

  • Client62's avatar
    Client62
    Alessandro Volta
    2 months ago

    Green Wi-Fi arrows flashing + usually Green bar also flashing 
    on our Hub 3 means the VM Network signal is down.

    The Intel Atom CPU error usually only has replace the Hub 3 as as fix.

  • DJ1UK's avatar
    DJ1UK
    On our wavelength
    2 months ago

    Thanks, I've booked an engineer for later in the week which seems a bit overkill for sending out a repalcement router, but we'll see.

    I'll update on progress later in the week.

    Thanks.

    • Tudor's avatar
      Tudor
      Very Insightful Person
      2 months ago

      Technicians are sent out to see if there are any underlying problems and to make sure it’s a legitimate request. You might be lucky and get an ‘upgraded’ hub, depends what the technician has on their van. 

    • Molly_T's avatar
      Molly_T
      Icon for Forum Team rankForum Team
      2 months ago

      Hi DJ1UK 👋 Thanks for returning to the thread to keep us updated. 

      Hopefully the appointment goes well and resolves the issues with your service 🤞 please do let us know if you require further assistance afterwards! 

      Thanks for your patience in the meantime. 🌞

  • DJ1UK's avatar
    DJ1UK
    On our wavelength
    2 months ago

    Engineer replaced the blue box in the box outside and checked all connections.  I'll continue to monitor though the logs already show the Atom error this evening.

    I'll get back in touch if it keeps disconnecting daily.

     

  • Client62's avatar
    Client62
    Alessandro Volta
    2 months ago

    That reads like the ONT was replaced in an RFoG connection.

    We have the same system, here is an example photo: 

     

    • DJ1UK's avatar
      DJ1UK
      On our wavelength
      2 months ago

      Yes replaced the whole blue box part and checked everything, I thought it was called ONT but wasn't sure :)

      Still got the Atom failure message and wifi drop around 8pm last night, will leave it a few days to see if it repeats once or twice a day then get in touch again to book another engineer.

      Thanks all.

       

      • Tom_W1's avatar
        Tom_W1
        Icon for Forum Team rankForum Team
        2 months ago

        Hi DJ1UK thanks for your reply here.

        No problem at all - if you do need any further help, please don't hesitate to get in touch with us!

        Many thanks