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Martyn24's avatar
Martyn24
Joining in
2 years ago

Hub 3.0 rebooting at 2am

The Hub 3.0 is rebooting every night at 2am. The connection drops when using the internet at that time and the Hub 3.0 settings show an up time of how ever many hours since 2am. This has been happening every night since the service activation 12 days ago. The previous account holders service was only disconnected the day before and their connection was ok.  There are no outages or maintenance showing on the Virgin Media website. I have tried using the supplied coaxial cable and the one left from the previous account holder. I have tried resetting the Hub 3.0.  I can't get through to a customer service agent via live chat. 

10 Replies

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  • HUGH_EFFO's avatar
    HUGH_EFFO
    Up to speed
    2 years ago

    Ive been getting the same issue with my Hub 5, but only on Tues, Weds and Thurs Morning, all between 2:00-2:50am

    Been told its trying to do a software update, and it cant because I have my hub 5 in modem mode.  Even after it did an update, it still reboots.

    Are you using the hub 3 in router or modem mode ?

     

      • Adduxi's avatar
        Adduxi
        Very Insightful Person
        2 years ago

        I doubt if modem mode is anything to do with the rebooting. Check the power levels, Pre and PostRS errors and the Network log.  The only other thing is the 60 second pinhole reset. 

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      2 years ago
      HUGH_EFFO wrote:

      <snip>   Been told its trying to do a software update, and it cant because I have my hub 5 in modem mode.  <snip>

      No, that's not the case.  All my VM Hubs have been in modem mode, and my latest Hub 5 updated last night.  Modem mode is not the issue.

      • HUGH_EFFO's avatar
        HUGH_EFFO
        Up to speed
        2 years ago

        what does the Hub log say is the reason for the reboot.  Mine always say "Cable Modem Reboot because of - unknown"

        No reboot this morning, but if the pattern continues the next re-boot will be Tues Morning between 2-3am

        VM has to be doing something with the network, or has switches with auto reboot timers, which intern causes the hubs to reboot.

         

  • roodles's avatar
    roodles
    Dialled in
    2 years ago

    I posted last week the same thing but with my hub 5.

    Always between 2 and 3am and always because of "unknown".

    It seems to come and go but has happened on 3 of the last 5 nights

    • HUGH_EFFO's avatar
      HUGH_EFFO
      Up to speed
      2 years ago

      Mine always does it Tues, Weds and Thurs Mornings between 2:00 and 2:50am

      • HUGH_EFFO's avatar
        HUGH_EFFO
        Up to speed
        2 years ago

        So Tues Morning and reboot happened again @ 02:04am

        This is not down to the Hub, as Im on my 2nd Hub 5, and had an engineer in a couple of weeks ago, who re-cabled and re-did all the connectors, and checked the power levels.

        Ive another engineer coming tomorrow, but not sure what he can do.

         

         

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    2 years ago

    Hey Martyn24, thank you for reaching out and a warm welcome to the community I am sorry to hear this.

    After checking there was an outage at the time of this which lasted for 3 days but has  now ended.

    We also would do software updates around this time, how has it been over the weekend?