Forum Discussion

supafez's avatar
supafez
Just browsing
2 months ago
Solved

Internet stops working once a day requiring a router reboot

Hi,

I recently upgraded from volt500 to volt 1gig, which needed a modem change from hub3 to hub5. I use it in modem mode with my own router.

Once a day now, the internet completely stops working, and I need to reboot the router by unplugging and replugging. 

After doing some searching, my 3.1 downstream channel is extremely weak. 

Channel IDLocked StatusRxMER Data (dB)PLC Power (dBmV)Corrected errors (Active Profile)Uncorrectable errors (Active Profile)
159Locked32-15.74190397012674230
 

Can someone look into this?

Connection
Help
Hub 5
Internet
  • supafez's avatar
    supafez
    17 days ago

    For anyone out there still interested, the problem seemed to be because my (ASUS) router was connected to the 2.5G port. 

    I called up customer services. They sent out a new hub5 replacement (even though I pushed for an engineers visit) but also told me to use Ethernet ports 1-3 which are not 2.5G. The disconnections stopped immediately. I did swap to a new hub 5 and still haven’t had any disconnections. My 3.1 downstream channel remains weak at -15 and I still get millions of corrected and uncorrected errors, but that doesn’t seem to cause any more disconnections requiring a reboot of the hub. 

6 Replies

  • supafez's avatar
    supafez
    Just browsing
    17 days ago

    For anyone out there still interested, the problem seemed to be because my (ASUS) router was connected to the 2.5G port. 

    I called up customer services. They sent out a new hub5 replacement (even though I pushed for an engineers visit) but also told me to use Ethernet ports 1-3 which are not 2.5G. The disconnections stopped immediately. I did swap to a new hub 5 and still haven’t had any disconnections. My 3.1 downstream channel remains weak at -15 and I still get millions of corrected and uncorrected errors, but that doesn’t seem to cause any more disconnections requiring a reboot of the hub. 

    • Tudor's avatar
      Tudor
      Very Insightful Person
      17 days ago

      Please remove the "marked as a solution" there ate two problems remaining, signal and 2.5G port on the Hub5, it should work mine does and I get the full 1152/104 on a Speedtest. Anything marked as a solution will be ignored by VM staff.

    • Nednats's avatar
      Nednats
      Hanging out
      17 days ago

      You still need an engineer visit. The reason your hub replacement seemed to fix the issue is likely because it was damaged / overheating because of the on going issues with your connection. The underlying issue has not been fixed.

      What do the errors actually say? 

       

  • supafez's avatar
    supafez
    Just browsing
    2 months ago

    Thanks for the reply. I'll get onto them first thing in the morning.

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

      Hi supafez, 

      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 an issue with your connection. We've not been able to locate your account to run some checks on the connection but as you've mentioned you're using your own, third party router, we would need this to be removed to see if the issue continues. 

      Please test this and see if you get the same issues. Pop back and let us know and we can then help further.

      Many thanks,

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

    Looks like you need a technician’s visit. 

    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.