Greetings All;
Last Friday we joined Virgin, and they installed a shiny new Hub 5 and streaming box and all seemed tickety boo until we started experiencing dropouts. Investigating the router logs over the last couple of days, I find repeated instances of "Critical" error "Cable Modem Reboot because of - unknown".
30/05/2025 11:16, 23:44
01/06/2025 10:59, 13:38, 19:32
02/06/2025 03:17, 15:02, 18:51
03/06/2025 06:09
Thoughts?
Can be a number of things. I had two scenarios. 1) a faulty hub and 2) A failed update so first thing I would suggest would be a complete pinhole hub reset (pressing the reset button for a minute to reset the modem). If this then does not fix the problem someone will probably suggest pasting the hub logs and stats on here as it could be the signal to the router is not what it should be.
Forum TeamGood Afternoon Longserpent, thanks for your post on our Community Forums, and a very warm welcome to you!
We’re sorry to hear of the issues you've been experiencing with the services.
How’re things looking at the moment?
Has this only been apparent since the installation of the Hub 5?
Thanks,
David_Bn
The HUB 5 is the first Virgin service we have ever had and whilst the cable has been connected to the property (installed originally as NTL long before we moved here - so thats at least 11 years), it has never been used as far as we know. Virgin engineers tested it prior to connecting us and pronounced it OK, but I know it was dug up when we had our garden relandscaped 10 years ago and was somewhat surprised it had survived!
Yes we are still experiencing "Cable Modem Reboot..." errors; 3 times yesterday and one so far today.
