Hello.
I am documenting this issue here because I have noticed, while this forum contains a lot of problems, there are very few (if any) documented solutions. Flagged "Answers" generally are not answers at all.
The problem I am experiencing seems to be very well documented here (although no solution is listed):
https://community.virginmedia.com/t5/Networking-and-WiFi/Hub-3-0-Random-Reboots/m-p/4816684
My experience with VM support has ranged from "OK" to diabolical, but I will not go into details unless necessary because I think the (poor) level of support is already well documented.
So here goes:
My VM account is about 5 months old although only used "in anger" since January. No problems at all. I run various systems at 100% uptime so I kind of know if anything goes down. Approximately one month ago, I noticed my remote connections (hard wired) were reseting and the wifi was weird. After the first support call I was assigned an engineer but the problem appeared to resolve so I cancelled the visit. (VM tried to charge me £25, so I yelled at them. Disgusting.).
A few days later it became apparent this was not a glitch. In fact, I observed the Hub 3.0 rebooting. White light off, then flashing, then green service lights flashing as the services return. Then everything fine again. The "up time" was reset to zero in the Hub settings (under Admin).
*** There is no problem at all when the Hub is up. The problem is random rebooting. *** Nothing to do with wifi, nothing to do with "drop outs", nothing to do with low speeds, nothing to do with hub errors. *** Random rebooting occurs almost everyday, sometimes many times per day. ***
Engineer 1 visit (02/04/2022): Cleaned up the local connections, added an attenuator (pretty sure this wasn't necessary), checked the cabinet, admitted couldn't find anything substantial and left. Called me two days later (as promised) to check and I said the problem was still occurring (it was). He said he would swap the Hub 3.0 one week later, and he never showed up again. That was the last I heard of him. Hopeless.
Engineer 2 visit (14/04/2022):
Hub 3.0 and PSU swapped. Both he, and I thought this would probably solve the problem. Of course, it didn't. He was supposed to call on Saturday (16/04/2022) to verify the solution but, of cours, he didn't. The stats on both hubs look fine and both operate just fine if they're not rebooting. I have posted the stats from the recent hub (yes, the power levels look high but on the old hub they were much lower with the same behavior. Pretty sure this is irrelevant. Also the power levels, errors, etc are all very stable over time.)
So what is it? Two hubs, both looks fine, same behavior. I have done my best to remove local potential issues, such as with and without a UPS and I have observed zero problems on any of my other hardware.
My educated guess is that there is a hardware or cable line failure somewhere in VM cabinets and sytems, but probably tricky to track down. Regardless, I will obviously be booking yet another engineer to do more work. I am no stranger to IT equipment management electrical failure but it is very weird when kit reboots, and apparently isn't overheating or faulty.
Notes to VM forum staff. I appreciate your help, but:
1. Please don't spam my forum inbox with nonsense about my "ranking". I need ansnwers, not spam.
2. Please don't ask if the problem has improved lately. It hasn't, and it won't until an engineer correctly identifies the problem.
3. If there is not a resolution to this problem fairly soon, I will be seeking early cancellation since this is inadequate service and has wasted hours of my time, and some money too.
