on 26-05-2021 17:12
For many months / years, my HUB 3 will randomly reboot then reconnect after 15mins or so.
A few visits, swapped Hub and attenuators installed etc.
Following an engineer visit to check things the other week a cable fault was identified under my garden and subsequently swapped out..
This week the reboots have continued and the engineer has now noted that a neighbours' HUB had also reset at the same time as mine suggesting a 'network fault that would need raising to the network team'
Does anyone have any experience of similar faults and is there hope that they will finally resolve this? (This does not show on the service checker as a fault which is also annoying)
If they monitor for a week without the issue popping up and close the fault I won't be happy when it returns 😕
on 22-06-2021 14:19
Hi @BGL
Sorry to hear that you Hub has dropped out again, I have checked your account and can see that you are currently experiencing a prolonged signal levels issue. Please can you try performing a pin hole reset on your Hub by following these exact instructions:
Disconnect all unneeded ethernet cables from the rear of the Hub.
With the Hub Powered on use a paperclip or similar (I use a mobile phone SIM Slot tool) and do a pinhole reset.
Depress the pinhole switch for a timed 60 seconds then release.
DO NOT reboot the hub but allow it 5 to 10 minutes for it to boot itself up.
Please let me know if things improve after this.
Our engineers don't record anything other than if they have attended, unfortunately we can't see any of the notes they put in.
Apologies,
Serena
on 22-06-2021 14:55
Hello,
A pinhole reset has been performed previously, the last two engineers confirmed a network fault, the phone number to check faults does not show any issues when there is one - a 'cardiograph' on the last engineer visit showed the SNR Upstream drops and networks should be aware of the fault.
(Engineer when asked for a fault code, said it would be logged against my account)
As this has been ongoing for some time now can you escalate this issue please?
on 23-06-2021 10:10
Hello @BGL,
I am sorry for everything.
Please can you try plugging your Hub into a different power outlet? Also please make sure the Hub is well ventilated.
Also a pinhole reset if you haven't done this already 🙂
Let me know how this goes.
Many thanks,
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on 23-06-2021 16:04
I've been experiencing issues for a very long time now and only started to push for a resolution due to working from home. (Previously due to work requirements for out of hours support, I paid for a separate ADSL broadband connection to ensure I could work when the SuperHub2 dropped offline).
The SuperHub 3 exhibits the same issues as the SuperHub2, however resets much faster (about 6 mins) this is frustrating as myself / partner work from home and rely on this connection.
Information on what has been done:
Cabling inside checked and HUB reset fully.
Recent Engineer visits (I can recall)
Engineer visits, fault identified with the box that the cable enters my property and replaced parts.
Engineer visits, identified an issue with the cable under my garden and had it replaced
Engineer visits, identified an issue on the VM network and noted my neighbour's HUB resetting at the same time as mine
Engineer visits, no knowledge of previous history – all my equipment checks out fine, noise issue noted on upstream SNR and raised to Networks
Engineer visits, no knowledge of previous history – all my equipment checks out fine, networks report an issue in the area that was resolved at 8.30am a few hours before the engineer arrived
Engineer visits, noise issue noted on the SNR upstream and a 'cardiograph' for the last three days confirms it - raised to Networks who report awareness of the fault, asked for a reference code and was informed it would be on my account
VM Tests have given me the following, reporting a Network fault
Contacting the suggested number 0800 561 0061 reports no issues - when I'm not connected.
Things not done:
Original Telewest Box inside house looked at, HUB replaced (Superhub2 had issue also so unlikely this imo).
As all the on site investigations and the VM test shows though, the issue is with the Network (as shown with the neighbour issue at the same time)
Can you please investigate the issue with the network team/escalate?
on 25-06-2021 15:25
Hi @BGL
I'm awaiting a response from my colleague to see if the tech has came back surrounding this, i'd like to get this sorted for you.
Regards
on 06-07-2021 11:04
Did you hear anything back?
I haven't had any drop outs now for two weeks - I can see that using Fast.com my client is now identified as 'Leigh, GB' where previously it reported as Orrell.
Geographically I'd say Leigh is around four times closer to me so suspect this shift may have helped...
on 06-07-2021 11:08
Hi BGL
Can you pleas keep us updated if this resorts back to dropping out again
Sounds like its doing okay right now
But we are here to help
Gareth_L
on 15-07-2021 09:19
on 15-07-2021 15:38
Hello BGL
I cannot see anything on the account that relates to the drop at 3am
Gareth_L
on 16-07-2021 10:01