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Home Hub 5 switching off daily, sometimes restarts on its own, sometimes doesn't

Scottyboy99
Dialled in

Hi all, for last few days, once a day the Home Hob 5 (which i run in modem mode) has either been restarting or just going off (no lights). I don't know if it is a drop out (as there are no area issues) or maybe even a power supply issue. Just now it went completely off and I don't know if it would of restarted on its own but we left for several minutes and nothing was happened. I picked it up and was about to flick the on/off switch at the back but as i touched it the Hub sprung to life and started booting up. Co-incidence? Maybe, maybe not. Anyone had similar issues in the past or even currently.  for what its worth the router stats are below. They don't mean a great deal to me. I know post errors are bad of which I have none. Plus download QAM256 is correct and upload is QAM64 all channels so that seems ok. Thanks in advance

Hub 1.JPGHub 2.JPGHub 3.JPGHub 4.JPGHub 5.JPGHub 6.JPGHub 7.JPGHub 8.JPG

5 REPLIES 5

jbrennand
Very Insightful Person
Very Insightful Person

All Hub stats look fine (to me).    Check again if its a known fault... call the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

ALSO...

If you haven’t already, set up a free, secure and “offlsite” - “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”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
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 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Thank you for that info and I will look to getting that setup. Having done some google searches I see some people have had similar problems and it points to a likely fault with the Hub's power supply. Unlikely to be the power adapter (which always has the green light on during the problem periods) but on the Hub itself. With that in mind can a moderator also look at this and send me a new one? Due to working from home most of the week its unfortunately very important to have reliable equipment.

Thanks, Wayne

Client62
Legend

Be aware Offshore Support are dreadful with an intermittent fault. It might be good if the Hub went off & stays off before & during your call, reporting the Hub as having totally failed makes the case for a replacement all the simpler.

*deleted. wrong thread. forum bug? *

Hey Scottyboy99,

Welcome back to the community and thanks for taking the time to post.
I’m sorry to hear of the issues that you’re having with your hub at the moment,  I would be happy to take a further look into this for you but first 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