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Constant Hub3 restarts

2tiredofwaiting
On our wavelength

My Hub3 has been restarting multiple times during the day for the last couple of weeks. I've only been a customer for a few weeks, and it has never been that reliable, but it has now become so unreliable that it is affecting my ability to work. 

I have had two engineer visits. The first scoffed at the use of a 10db wideband attenuator and swapped it for a 3db one. The second engineer boasted of his large collection of attenuator and explained that due to the use of DocSis 3.1 that they no longer need any attenuators, and so took away the one fitted by the first engineer.

After he left the reboots continued. During this the hub3 stops responding to pings and cycles through orange lights to green lights (where it starts responding to pings again) and finally back to a solid red (magenta?) when all is good with the world again.

It makes videoconferencing quite hard as you are never sure when you'll have to take a 3minute break in the middle of a call whilst the hub3 does it's little reboot dance. It makes developing software difficult when half the boxes are hiding in the cloud. 

This seems to happen mostly during the day when both my partner and I are working, which is rather frustrating.

Below are a variety of thinkbroadband monitoring pages.
23rd, 26th, 27th, 28th, 29th & 30th April:

ab7fe8ca663e6c93b182a1cde72b972c29247402-23-04-2021ab7fe8ca663e6c93b182a1cde72b972c29247402-26-04-2021ab7fe8ca663e6c93b182a1cde72b972c29247402-27-04-2021ab7fe8ca663e6c93b182a1cde72b972c29247402-28-04-2021ab7fe8ca663e6c93b182a1cde72b972c29247402-29-04-2021ab7fe8ca663e6c93b182a1cde72b972c29247402-30-04-2021 

4th May and 5th May 2021:

ab7fe8ca663e6c93b182a1cde72b972c29247402-04-05-2021ab7fe8ca663e6c93b182a1cde72b972c29247402-05-05-2021

 

It's clearly a little better the last two days, but I've also been turning off various services to limit the amount of traffic. If the Hub3 is only able to offer the stonking 350Mb when there aren't enough devices connected to make use of it then I would be better off just signing up to a telephone line broadband provider who can supply a service and router that work. 

 

Any suggestions?

102 REPLIES 102

I'll update next week as the connection is never a problem during evenings and weekends. 

Awesome start to the week with a 9am unplanned mid-call hub restart:

 

My Broadband Ping - useless virgin internets in modem mode

 

I'm guessing this means that Virgin can't provide a usable internet service here?

 

This is looking worse than it was before messy engineer number 5 swapped out my RG59 cable from the fibre box to the Isolator: (I had 3 64qam channels when all this started):

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

14620000030.5512032 qam3
23940000030.5512016 qam4
35370000030.5512016 qam2
46030000030.3512016 qam1

 

(He also managed to leave half a dozen cable clips and a couple of screws strewn about the front of the property.) 

Apologies that the recent visit wasn't successful in resolving he issue for you 2tiredofwaiting. I have arranged for another visit from a senior technician and noted the appointment accordingly, to view when this is please visit here or log into your online account.

 

Please let us know as soon as possible if there are any individuals shielding in the property or if the appointment isn't suitable for you and we can look to reschedule it.

 

Rob

Thanks for arranging engineer number 6. Any chance they'll be arriving with a reasonable history of the problems I'm having, or will I be starting from scratch again? 

At this point in time the engineer visit is booked in for you. Any changes with this should be updated to you. 

 

^Martin

I was asking if they would arrive knowing the history of the problems I've been having since the week commencing April 19th? Each of the last 4 engineers has turned up not really knowing what has been going wrong, and seemingly not with any real knowledge of what the previous engineers had done.

It's hard to understand how the problem will get resolved if there's no continuity nor communication around this. 

Or, to put it another way, it's easy to understand why the problem has yet to be resolved with no continuity around this, and I wonder if anyone else with similar issues has ever had them resolved or if they all just leave Virgin for slower more reliable options?

My apologies for the my confusion. 

 

The engineers would be able to call in to get any further information needed. Other than that they would have any notes that have been added to the job. 

 

^Martin

Had an unusual restart at midnight that has resulted in 4 slightly different upstream channels all back to 64qam:

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

14619993230.3512064 qam3
23940000030.3512064 qam4
36029988930512064 qam1
45370002030.3512064 qam2

 

I wonder if one of the network unicorns sprayed some magic rainbow juice and has now magically fixed whatever it was that they had left broken for so long? 

Also spent a little time flicking through the community pages yesterday and found another 5 similar sounding problems:

https://community.virginmedia.com/t5/Networking-and-WiFi/Hub-3-Reboots/td-p/4733813
https://community.virginmedia.com/t5/Networking-and-WiFi/Broadband-intermitten-since-30th-May/td-p/4...
https://community.virginmedia.com/t5/Networking-and-WiFi/Hub-3-reboots-at-least-once-a-day/td-p/4737...
https://community.virginmedia.com/t5/Networking-and-WiFi/Frequent-short-duration-disconnections-RCS-...
https://community.virginmedia.com/t5/Networking-and-WiFi/Internet-constantly-dropping-in-and-out/td-...

SOmething could have been done by VM - my BQM goes through spiky periods and other times is pretty flat!



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Hub 3 - Modem Mode - TP-Link Archer C7