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 31-05-2021 11:18
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,
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on 31-05-2021 14:21
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
on 31-05-2021 14:37
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
on 31-05-2021 14:41
on 31-05-2021 15:13
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,
on 31-05-2021 16:02
on 31-05-2021 16:25
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
on 31-05-2021 16:44
on 31-05-2021 17:46
on 07-06-2021 13:28