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:
4th May and 5th May 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?
Thanks @Jodi_S for continuing the company policy of sharing no information and being entirely unhelpful. My router restarted itself randomly today, can you tell me why? It wasn't even raining at 8am?
Thanks @Jodi_S, I fully understand that you would all prefer I wasn't moaning on an on about 10 weeks of an embarrassingly unstable service.
Yesterday I had an early morning outage when someone little found the button that turns off the power supply, my first outage that came with a comprehensible and believable explanation. It was quite a change from the automated Virgin message that tells me rebooting the useless Hub 3 will definitely fix any problems. I can't think of any company that wouldn't be proud to supply a device that is so flaky that it can be supported by an automated message saying, "have you tried turning it off and on again?".
We were then back to business as usual when the Hub restarted itself for no reason at all mid-morning:
Today we have had our first unexplained restart (no doubt unnoticed by your magnificent monitoring software) 15 minutes ago.
Thanks Virgin!
Another week has gone by with no contact and no response.
Off to arbitration, I guess.
Thanks @Jodi_S,
Just to be clear, Sebastian only offered one option (not a solution) and that was to have someone come and replace everything that I currently have. There's no clarity on why I've had the problems that have occurred over the last 2+months, nor any assurance that replacing all the wiring and the Hub would have any effect on that at all, just the single offered option of having someone come and do what the other 6 engineers have already done.
Honestly, if there was any indication that anyone knew what had caused the problem, or that there was any confidence that ripping it all out and starting again would make a difference, then I would onboard.
But there's not.
In his defence, Sebastian was very polite. It's just a shame he wasn't trying to contact me a month ago after Engineer #6 had tried and failed to resolve this, rather than today, after I've sent a note saying i'm done.
