on 23-06-2021 10:37
I have a Hub 3. Among the many devices, I use a gaming laptop from Alienware equipped with a Killer E2400 wifi adapter.
Like many people report, my router restarts several times per day, which is very annoying, and so far I thought it was random. Yesterday I tried to pay my DVLA road tax and every time I opened the payment page the connection dropped and the router restarted.
The first time I thought it was a random occurrence.
The second time was just a few minutes after the router restarted, and I thought it just happened randomly as maybe there were still problems with it.
The third time was hours later after a computer restart and after I factory-reset the router (useless suggestion from Virgin Media customer service).
So, there are situations when some content exchanged over HTTPS can cause the router to crash and restart. The payment page is on the UK government website https://www.gov.uk/vehicle-tax so I really hope that there's nothing dodgy going on there. I wonder how many of the random restarts are caused by similar problems.
In hindsight, I can remember a few times when trying to make a payment was followed by a router crash. It's easy to remember the panic of not knowing if I had been charged or not. and it happened from various devices, not yust my PC. (at least one iPhone and one iPad).
I think that this is a bug somewhere in the router's core programs. It worries me a lot to think that the problem surfaces during payments, as it leads me to thinking that content filtering from VM goes far beyond what we know.
on 28-06-2021 16:09
Glad to hear there's been some improvement since the hub replacement.
If you encounter any issues or there's anything else we can help with please let us know.
Tom
on 05-07-2021 16:25
Hi Tom,
I have been having the exact same problem for the last month or so. I have had two engineer visits, had terminations re-done, power increased at the cabinet and recently the super hub replaced, but the issue persists. I can literally navigate in my browser to a https website (www.midwich.com) and then my router reboots. It's nothing to do with WiFi, as I'm using Google Nest WiFi (but also tried the hub wifi with google disconnected). I have tried the super hub in router mode and modem mode, but to no difference. Have tried different browsers (Chrome & MS Edge).
Is it possible to find out if a firmware update occurred on my super hub about a month ago which may have introduced this issue?
Thanks
Dan
on 21-07-2021 12:17
Hi, I have a similar problem. On accessing certain legitimate websites with my laptop the router reboots. If I access the same websites via VPN there is no problem. There is also no problem if I connect via a desktop on the same wifi network. Does anyone have any ideas?
on 21-07-2021 13:43
Hi @D_Cam and @dangallant
Thanks for posting on our community forum!
Can you provide me with the websites in which cause this? I'm going to have this looked into as this is very strange.
Regards
on 21-07-2021 14:15
Hi Travis_M,
Thanks for the reply. Unfortunately, the website I am accessing on my laptop is the Web of Science database which I have to access by logging in to my university website. It therefore needs a password, etc. The database shows published papers on different topics. When I click the link to the paper the router reboots. This happens using Microsoft and Chrome browsers. When I use Firefox it does not reboot but I get an error message about the address. All browsers work on my desktop on the same network and this is the only site where I have a problem.
on 21-07-2021 14:19
on 21-07-2021 14:57
I see - i'm going to talk to the team around the next step and i'll be back with a reply shortly.
Regards
on 21-07-2021 15:20
Hi Travis_M,
When I use a Netgear USB wifi adapter on my laptop, the router behaves correctly and doesn't reboot. There seems to be some issue with the built-in wifi adapter in the laptop. It's a Killer 1435.
on 21-07-2021 16:02
on 09-09-2021 11:45
Was there ever a definitive answer on this? I have the same issue but just with one website, it's where we raise all our purchase orders for work and everytime I go on it just reboots the router. Should I just contact Virgin directly and get the hub replaced?