on 24-12-2021 14:01
My hub regularly reboots between midnight and 1AM. Perhaps not every day, but several times a week at least. My partner and I are both late risers/sleepers, so this is actually quite disruptive. I tried to get this fixed before, but after several back and forths, life got in the way and I haven't had a chance to pick this back up.
However, a more pressing issue has now arisen: we are away from home for Christmas, and the hub has not come back online after rebooting last night. I set up a broadband monitor a while ago, so I can say with confidence that it hasn't been online since 1AM.
We have security cameras that have gone offline as a result. This is actually the first time we're leaving the house for an extended time since we moved in, so it's made us very nervous!
Is there any way the hub can be reset remotely? I've already tried the online checks, which indicate there is a problem (and supposedly I will be able to book an engineer in 24h), and calling 0345 454 1111, but it wouldn't let me speak to a real person.
I appreciate that it's the holiday season, but if there is any way to get the hub back up and running remotely, that would be very useful. I'm worried that the stress about this will dominate our trip and we might as well return home early if that's the case...
Thank you for any assistance and happy holidays!
Answered! Go to Answer
on 24-12-2021 18:18
Thanks for the update @sanderdieleman
Hopefully you can stop worrying now and enjoy the rest of your trip.
Stay safe and take care.
on 24-12-2021 14:26
@sanderdieleman wrote:However, a more pressing issue has now arisen: we are away from home for Christmas, and the hub has not come back online after rebooting last night. I set up a broadband monitor a while ago, so I can say with confidence that it hasn't been online since 1AM
That's not necessarily true - if there were some planned works, it may have come up with a different IP address. Unlikely I admit, but possible.
If the hub is genuinely offline, I suspect you will need physical access to it in order to reboot.
@sanderdieleman wrote:Is there any way the hub can be reset remotely? I've already tried the online checks, which indicate there is a problem (and supposedly I will be able to book an engineer in 24h), and calling 0345 454 1111, but it wouldn't let me speak to a real person.
If it's anything like the TV section of the IVR, then you need to choose the "I have a fault" options and then press nothing else. Ignore the inducements to go online, use self-service or get a text message, and just wait.
I suspect though, you won't be able to rectify this remotely. I've tried to resolve a very similar situation on a couple of previous occasions and had to give up.
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on 24-12-2021 14:48
It's possible there's a local outage and the hub may come back on again automatically when it's fixed.
There's currently an outage in this area which may be affecting you
BB-TV-outage-Kent-Dover-Thanet-area
You could contact the automatic Service Status number on 0800 561 0061. This often gives details of more local issues down to postcode level.
on 24-12-2021 18:15
Thanks both! As of 3pm today it seems to have come back online spontaneously. We were on the phone to Virgin media for a while but the outcome was that they could not help us, so I'm assuming it's dumb luck. Hopefully it will not happen again while we are away.
on 24-12-2021 18:18
Thanks for the update @sanderdieleman
Hopefully you can stop worrying now and enjoy the rest of your trip.
Stay safe and take care.
on 27-12-2021 13:39
Hi sanderdieleman,
Thanks for your post and apologies to hear you were having an issue with your broadband connection.
We can only apologise that there was a fault affecting you. Whenever there is an issue, it helps for you to be present to allow us to run through checks so we would have been limited while you're away but we are super glad things are resolved now.
If you have any further issues, please pop back and let us know.
Thanks,