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Bobulph
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6 months of misery with a rebooting hub

For the past 6 months my router has periodically rebooted itself up to a dozen times a day taking out all my connected smart services and disrupting my family who are trying to work from home. Every time I called the broadband help / fault number and then waiting on numerous times for up to an hour to get through , only to be routed to the Indian CC who are I’m sorry to say next to useless and were unable to authorise and engineer to inspect my fault because it was only an intermittent problem and not a complete outage ! Eventually after 5 months I was lucky to speak to a support person in the UK who understood the issues and arranged for an engineer to visit my home, who then found that the cabling in the roadside chamber was rotting away and made some “temporary repairs “ which resolved the problem for about a week, but know I’m back to the router rebooting probably around 6 times a day. For the past week I’ve gone through the same loop of calling the broadband fault line number only to end up each time at the Indian CC and back to the same infuriating response from them and with a suggestion by them to keep trying to call to see if I get through to a UK support member of staff, absolutely ludicrous!

I need help !!!!!!

I also amended my package in a separate call and at no time asked for my telephone service to be changed from anytime calls package but somehow they managed to change it to weekends only and again despite several further calls of complaint to change it back I see that it is still showing as weekends only!!

Virginmedia this is all a farce !

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jbrennand
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Re: 6 months of misery with a rebooting hub

I have asked VM to take a look here. Meanwhile can you do this.
______________________________________________________

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again.

Also, in the meantime... If you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

https://www.thinkbroadband.com/broadband/monitoring/quality

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Corey_C
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Re: 6 months of misery with a rebooting hub

Thanks for your post and welcome to the Community Forums, Bobulph,

 

I'll send you a private message to see what is occurring with your broadband connection and to confirm that you are on the right landline package.

 

Cheers,

Corey C

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Bobulph
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Re: 6 months of misery with a rebooting hub

Cory, Have you PM'd me as I cant see a message from you?
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Bobulph
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Re: 6 months of misery with a rebooting hub

Sorry just seen your message and have replied now

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