No modem mode after overnight VM maintenance outage.

[tonyw2]

Odd one this.

Last night my broadband went off. VM reported planned network improvements and said it would be finished by 6 AM. When I got up this morning, no broadband. My hub 5 was showing solid white for router mode (but I use modem mode) and my eero mesh WiFi system was not working so no WiFi. I power reset the hub 5 and it came back, still in router mode, but this time the eero system was back up.

Next step was to connect to the hub and change to modem mode, I tried it a few times but the command wouldn't work, so I phoned VM tech support who offered to put the hub into modem mode for me. The hub immediately rebooted into modem mode and everything is now back to normal.

I rely on my broadband to access my security system and one thing that still worries me is, had I been away and unable to initially power reset the hub, would VM have been able to do it remotely or would I have had to return from holiday to do it manually? 

[legacy1]

Make a note of your firmware version as you likely rolled back on a reset  

I hope VM get the message that their firmware is braking peoples internet when in modem mode  

I would think they have Statistics on this

[tonyw2]

Firmware is "LG-RDK_6.9.35-2302.6", which I'm pretty sure is unchanged.

[legacy1]

yes there is a LG-RDK_7.6.10-2306.5 so that might be the reason 

[Adduxi]

Yes, mu Hub 5 in modem mode was upgraded to the latest firmware recently, but it stayed in modem mode.  no idea why it should reboot into Router mode?  I've always used modem mode for all the Hubs, and never had any problems.  Maybe the Eero was requesting something during the reboot and caused the Hub to go in Router mode?

Who knows .....

[tonyw2]

Before heading off to bed I've rebooted the hub from the PC web interface and it came back (correctly) in modem mode with the same firmware (LG-RDK_6.9.35-2302.6).

User network logs are very limited. Can the mods check the records to ascertain exactly what happened last night please?

[Tudor]

Possible explanation, guess, the hub was updating to the latest firmware, but suffered a ‘glitch’ during the update process while probably in router, so it could not set itself back to modem mode.

[tonyw2]

If that's the case and it needs a power off/on reset to recover, I'll have to fit a mechanical 24 hour timer and set it to turn off the hub and eero router once a day (for 15 minutes), in the early hours when I'm away, so the worst case should be a 24 hour outage before it all power resets, as I did last year when I was new to VM and unsure of it's reliability.

[Ashleigh_C]

Hi there @tonyw2 

Thank you so much for your post and welcome back to the forums.

I am so sorry that you have faced this issue with your service, can I ask if since the reboot the Hub is behaving as expected now?

[tonyw2]

Yes, it seems okay at the moment, but I would like to know why it happened.