Forum Discussion

Mykol's avatar
Mykol
Up to speed
21 days ago
Solved

Remote Reboot/Restart of Hub

Hi,

I'm away from home currently but need to Reboot/Restart my Router.  I don't see anyway of executing this personally, so can someone from VM Support carry it out. Please Note: I do NOT want a RESET; I just need my Hub to be Rebooted/Restarted.

Kind regards,

Michael

  • Mykol's avatar
    Mykol
    8 days ago

    Update: VM Rebooted my Hub (many thanks VM!) and all my devices have reconnected! 

    Hopefully, this will serve as a reference to others who find themselves in the same position.

    In future, I will look at some of the pre-emptive solutions kindly provided by other responders.

22 Replies

  • legacy1's avatar
    legacy1
    Alessandro Volta
    21 days ago

    There is nothing VM can do.

    Likely your WAN IP has changed and you didn’t setup DDNS

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    21 days ago

    Too late for now, but if you may need it again in future you could fit a cheap remote operated mains switch. Then a quick power off/on with your phone app. 

    • legacy1's avatar
      legacy1
      Alessandro Volta
      21 days ago

      Of course you need another ISP for that or 4G/5G router? 

      • jpeg1's avatar
        jpeg1
        Alessandro Volta
        16 days ago

        At the time, I was on VM. As I said, I had a Hub 4.

  • Mykol's avatar
    Mykol
    Up to speed
    21 days ago

    Thanks for the responses, all..

    My issue is that my Tapo and Ring devices are reporting that they are Offline in their respective Mobile Phone Apps. However, using VM’s Status Checker->Test WiFi Hub/Connected Devices shows that there are no Broadband Issues, and that they are all connected to my Hub (with Good connection/Strong Signal).

    My understanding is that because Ring and Tapo devices are "cloud-based" any communications with the devices does not directly rely on the home network’s IP address (due to inherent levels of indirection). As such, I believe it is the "handshake" between my devices and the Ring/Tapo cloud servers that is failing. It is ‘interesting’ that the Tapo devices AND the Ring devices started being reported as Offline by their Apps (so presumably the Servers) at the same time, which would point to something untoward with the Router; hence the request for a Reboot.

    I’m not sure why VM cannot reboot my Router given they can carry out the much more drastic action of a Reset (which, I repeat, I do not want!).

    • jpeg1's avatar
      jpeg1
      Alessandro Volta
      21 days ago

      I have operated tapo devices from my phone when in Singapore, no problems at all. Not rebooting the Hub4 though. 

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

      "because Ring and Tapo devices are "cloud-based"" I would strongly advise users to think hard when they are purchasing devices, it’s always best to get devices that are not cloud based and do not keep ‘calling home’ to China. I will not touch any device like this. It is possible to fully reset the hub remotely, but you must have modem mode active and a router that supports this function. I have done it successfully in the past.

  • Mykol's avatar
    Mykol
    Up to speed
    20 days ago

    It is what it is. As I cannot execute a Reboot/Restart remotely, I want VM to. 

    Can someone from Virgin Media Support please respond...

    Kind regards, Michael

  • Mykol's avatar
    Mykol
    Up to speed
    20 days ago

    Well, VM clearly have the ability to do so, and I am more than happy to grant them the authority... 

    I guess I just wait for a response from them....

    • Sabrina_B's avatar
      Sabrina_B
      Forum Team (Retired)
      18 days ago

      Hi Mykol 👋.

      Thanks for reaching out to us, sorry for the delay in responding regarding your Hub reboot. Can we ask since your post have you been able to get this done or are you in need of further assistance?

      Please let us know ASAP.

      • Mykol's avatar
        Mykol
        Up to speed
        16 days ago

        Hi,

        I have no way of achieving this, so very much need assistance...

        Kind regards, Michael

    • Mykol's avatar
      Mykol
      Up to speed
      16 days ago

      Something to consider for the future thanks MrHalfAlseep...

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    13 days ago

    I have a mechanical timer switch with a 3‑pin plug on the back and a 3‑pin socket on the front where you plug in your lamp, hub or whatever. It has a big circular dial and little plastic tabs you push in/out to set times. You just set the times for the power to come on and off, low tech, no electronics, needs no Wi-Fi, it just works.

    • Mykol's avatar
      Mykol
      Up to speed
      12 days ago

      Something else to consider for the future, thanks Roger_Gooner...

      • Steven_L's avatar
        Steven_L
        Icon for Forum Team rankForum Team
        10 days ago

        Thanks for coming back to us, Mykol. I'd be happy to take a further look into this for you; however, I would need to confirm a few details via private message. Please look out for my message, and we can get started.
        Kind Regards,
        Steven_L

  • Mykol's avatar
    Mykol
    Up to speed
    8 days ago

    Update: VM Rebooted my Hub (many thanks VM!) and all my devices have reconnected! 

    Hopefully, this will serve as a reference to others who find themselves in the same position.

    In future, I will look at some of the pre-emptive solutions kindly provided by other responders.

  • legacy1's avatar
    legacy1
    Alessandro Volta
    8 days ago

    VM reboot hub next thing people want is change my IP...going to be a thing with hub 5x that don't do modem mode when geolocation blocks you.