My broadband is crashing on a regular basis early morning. It doesn't automatically reset after these crashes with the hub requiring a manual reset. A replacement hub provided by Virgin shows same symptoms. The hub is the Arris VMDG640.
I have the Thinkbroadband BQM installed that shows the actual outage time.
Grateful for any advice.
Lucks
Forum TeamHi Lucks,
Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐
We're sorry to hear you're having issues with your connection which is causing your hub to need to be rebooted. If the same is happening after installing a new hub, it's likely an issue with either your equipment or the cables. Can you ensure the cables are all tight?
Can you also post the link to the TBB graph?
Many thanks,
Hi Kath,
Many thanks your reply. I have checked all my cables are tight. I don’t think the replacement modem is new as it came loosely packed in a cardboard box with no protective polythene bags on the hub or the accessories. The information card which gives the password for the hub was missing along with the small connector spanner. The hub itself was dusty.
However I went ahead and installed it to see if it made any difference.
Over the first two days the hub crashed in the early hours and required a manual reset. Since then the system has been stable but I did experience occasional crash free days with my original hub. I have been in contact with Virgin Media support who originally ordered the replacement hub and they have arranged for an engineer to visit tomorrow afternoon.
I will keep you posted of any findings and also try and fathom how to post the the BQM link.
Kind regards
Lucks
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Crashes started to appear during August and through to September . The crashes in question are mainly from the hours of 2-6am.This monitor ended around 2pm on 4th September which was the time the replacement hub was installed. The manual hub resets were performed during my waking hours
regards
Lucks
Forum TeamHi Lucks 👋
Thanks for returning to the thread to keep us updated. It's been a couple of days since your post, so hopefully the engineers appointment went well and the issues with your service have now been resolved? 🤞
Please do let us know if you require further support. Wishing you all the best! 🌞
Hi Molly,
My broadband has been stable since my last post and I have not needed to perform any HUB resets. The engineer visited and checked the system and levels. These all appeared normal.
However he did advise that there had been engineering work in my area that could have been affecting my system. The replacement hub4 may also have solved the problem. He also advised that refurbished hubs are now being issued to replace faulty ones. I will continue to monitor with my BQM and do not require further support at this stage. Many thanks to those members who responded to my query.
Regards
Lucks
Check the Upstream & Downstream signals levels & errors for signs of a connection issue that may be triggering issues with the VM Hub 4.
