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John_GS
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Message 11 of 60
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Re: Hub 3 Reboots

Hi @BGL

 

Thanks for coming back to us.

 

I've checked all the logs here, the levels - no issues are showing. 

 

Can you do a PIN reset for me on the router and then monitor it for 48 hours?

 

Best,

John_GS
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BGL
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Message 12 of 60
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Re: Hub 3 Reboots

Thank you for taking the time to reply John,

I've done this previously and do not believe it will resolve the issue (as per my post extract below) :

"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"

Can you check my reported drop outs with my neighbour two doors down? and check my issue status with the network team prior to me wiping out my current Hub config?

I'm expecting a call back sometime this week from the engineer who attend, and was posting on here to see if others had experience of issues that were passed to the Network team and log these dropouts to help any fault finding.

Thanks

Bryan

 



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HUB 3 - Direct Ethernet Connection
My Broadband Ping - BGL1
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Steven_L
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Message 13 of 60
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Re: Hub 3 Reboots

Thanks for coming back to us @BGL.

 

I have looked into the local area network and cannot find any issues within your network and the local area. 

 

We wouldn't be able to compare your dropouts with your neighbours, did the engineer advise what type of fault that it was with the network, as I cannot find any sign of any issue at all on the network. 

 

Was the last visit from the team to rebury your cabling?

 

Regards,

Steven_L

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BGL
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Message 14 of 60
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Re: Hub 3 Reboots

Yep, the last visit was to re-place the cabling under my garden. The exact issue wasn’t known and as such passed to your networks team. 



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HUB 3 - Direct Ethernet Connection
My Broadband Ping - BGL1
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Paulina_Z
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Message 15 of 60
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Re: Hub 3 Reboots

Hi @BGL,

 

Thank you for getting back to us about your issue. I'm sorry to hear that it is still ongoing.

 

I have checked if there are any listed area issues that could be impacting your service, but there is currently nothing listed.

 

I also checked to see if there are any power level issues and there are none showing on the system.

 

After your reset, please wait 48 hours, as previously advised, to get in touch so that we can look over your power levels again, to ensure that there's so issue causing this Hub reboot.

 

Thanks,

Paulina_Z
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BGL
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Message 16 of 60
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Re: Hub 3 Reboots

Just dropped out / reset again around 15.50.

As per previous posts I do not believe resetting the router is of benefit in this situation - I'll wait until the engineer updates me this week to see what the network team has to say, if for some bizarre reason they also suggest a full reset I'll do one then.


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HUB 3 - Direct Ethernet Connection
My Broadband Ping - BGL1
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Steven_L
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Message 17 of 60
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Re: Hub 3 Reboots

Thanks for coming back to us @BGL.

 

We have suggested the pin hole reset to help us try and diagnose your connection issues but if you don't want to do this, that's no problem. Please wait for the team to get back in touch with you to advise further on this. 

 

 

Regards,

Steven_L

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BGL
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Message 18 of 60
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Re: Hub 3 Reboots

Happy to do this, just waiting to see what the network team discovers prior to wiping out my Hub config. 



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HUB 3 - Direct Ethernet Connection
My Broadband Ping - BGL1
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Steven_L
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Message 19 of 60
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Re: Hub 3 Reboots

No problem @BGL, please keep us updated on what happens.

 

Regards,

Steven_L

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BGL
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Message 20 of 60
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Re: Hub 3 Reboots

It's been just over a week now and I've not heard anything back from the engineer as yet as to how the monitoring escalation to networks has progressed - still having daily drop outs and hub resetting.
As I'm working at present I just want an update from VM.. however automated checks will require a reboot etc and I don't have time for this today.. is there a number I could contact a human on or could someone on here check the status of my issue?


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HUB 3 - Direct Ethernet Connection
My Broadband Ping - BGL1
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