Hub 3 keeps dropping out

[Richa69]

Logs report this message followed by complete network dropout approximately everyb5 minutes.. 

NOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism.

What is the problem. How is it fixed?

[Martin_N]

Hi Richa69,

Thank you for your post and welcome to the community. 

Where are you getting this message?

Are you having any specific issues with your service?

^Martin

[Richa69]

Info is from the hub 3 logs.   This is happening permanently resulting in WiFi drop out for a minute or two.

So yes, A very specific issue.  Your service doesn't work!

[Gareth_L]

Hello Richa69.

Thank you very much for replying
Can I just apologise for drop in connection.
We can run a few tests from here and check on your equipment.
Sadly its not showing anything wrong, So I will need to send you a private message to gain account access and run further tests.
If you can check the purple envelope top right of your screen that would be great. 
Regards     
Gareth_L
 

[Gareth_L]

Hi Richa69.

Thanks so much for your private message and confirming your address, I have now booked you a visit for the drop in connection  – you can check the date and time via your online account here If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment
Can you please let me know how the visit went.
Gareth_L
 

[Richa69]

But that is pointless.   We have discussed this already on the phone.   The engineer will turn up and not see anything. The problem is intermittent and unpredictable..  is there not someone who can understand what is causing that error message and provide a solution?

[jbrennand]

The ATOM message has been well discussed on here before.

Start from here.....

https://community.virginmedia.com/t5/Networking-and-WiFi/Atom-self-healing/m-p/4948379

[Richa69]

Would you like to summarise the solution in that thread.  Is it 'get a virgin engineer and they will fix the problem guaranteed'?  Or something different?

[jbrennand]

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@Richa69 wrote:

Would you like to summarise the solution in that thread.

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I can't  but I know that @Andrew-G  has been plagued before by the ATOM error message  - and might offer some insights.

[Andrew-G]

Sorry, I tried with the previous forum manager, but still got nowhere understanding the ATOM IS RESTARTING message.  No interest or explanation at all.  I think the OP has to put up with it, or change ISP.  Or maybe they'll get lucky and VM will send them my Hub 5 in a few weeks time, since I won't be needing it.