Thanks for joining me on PM. Just to update the thread, the engineer visit was booked in. This will be viewable in your online account - virg.in/myVM - within 1 hour - you can also track, change and cancel this via the online account if needed.
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
Re: Super Hub 3 reboots / resets itself frequently
Two engineers visited today together, one being a senior
I talked through the issues first and they appreciated my systematic process of elimination, agreeing that hardware changes were necessary or the fault finding process grinds to a halt
It was commented that it is not uncommon for remote firmware / software updates to cause issues, so the software update I saw in log may well have been the trigger as we thought
However it was also commented that the SuperHub 3 is an old model and that it operates at its theoretical limits on my M500 service. Apparently sales teams often upgrade user speed and assume that the older hardware will suffice which the techs have to then fix
My replacement new SuperHub 3 was therefore replaced with a new SuperHub 4, and the wiring and internal house connector were replaced to play safe
I have left the SuperHub 4 in Router mode and I am clocking a steady >500mb download speed and >30mb upload on my MacBook at the other end of the house on the floor above. This so far compares with the wifi capabilities of my ASUS gaming router in Modem mode, which I potentially won't need to use now.
I shall monitor this for a few days / weeks and report back
Fingers crossed that this is the fix and a random firmware upgrade doesn't screw things up again.
Happy for now, thanks John for escalating this, most appreciated 🙂