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LeeRuss
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Re: Super Hub 3 reboots / resets itself frequently

I have been with Virgin since November 2020 and have the Hub 3 which was replaced 2 weeks ago for another Hub 3. I only started having issues about 2 months ago

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Natalie_L
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Re: Super Hub 3 reboots / resets itself frequently

Hi LeeRuss, 

Thank you for posting and our apologies for the issues you have been experiencing. 

Can you please keep in touch and let us know how the visit goes tomorrow?

We are here to help if needed. 

Thanks, 

 

Nat
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BenjaminD
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Message 273 of 291
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Re: Super Hub 3 reboots / resets itself frequently

Hi,

I have been having the same issue all evening, every 10 mins the router resets. 

Can some one advise and what I need to do please? 

Thanks 

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Matthew_ML
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Re: Super Hub 3 reboots / resets itself frequently

Hey BenjaminD, thank you for reaching out and I am sorry you are having some issues with your router rebooting.

How long has this been happening for?

I have some run some tests from my end and I can't find any problems, everything is looking great and the levels are very good.

Have you tried giving your router a reboot to see that help? Thanks 

Matt - Forum Team


New around here?

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LeeRuss
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Re: Super Hub 3 reboots / resets itself frequently

Hi All

 

Small update from me. A few weeks ago an engineer came around again and ran some tests. All he did was change the Wideband Equaliser from  4db to 2db.

I don't think this really made much difference as the hub was still rebooting randomly and connection dropping intermittently but then after a week or so I had a period of a few weeks were everything was quite stable however there have more recently been some issues again but in general I am having much less issues.

I don't think it was anything local on my side. Virgin have been doing work in the area and even got a message from them to say the fibre will be down for a few hours while they were doing some work. Strangely there was no interruption during that time!

Its really a bit hit and miss but definitely a lot better than what is was originally.

Natalie_L
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Message 276 of 291
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Re: Super Hub 3 reboots / resets itself frequently

Thank you for updating the thread LeeRuss. 

We are glad to hear there has been some improvements since the technician visit. 

When you say the service is a bit hit and miss, can you let us know what problems you are still facing and we will do what we can to help. 

Thanks, 

 

Nat
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LeeRuss
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Re: Super Hub 3 reboots / resets itself frequently

Hi Nat

What I mean is the internet goes off at seemingly random times for a short period like 30 seconds to a minute or two. Of course I only notice this if I was actively doing something requiring a connect like a video call. What I usually do is grab my phone and open the Fast.com app to check what going on and that usually confirm if there is no connection and then I can also easily see what its back on again as the fast.com app will show the speed again.

Sometimes I notice the light on my mesh router change to red which means there is no internet connection and sometimes I notice the virgin hub rebooting. I can then go for days without noticing any issue but I can't see if there have definitely not been any issues as it may occur at a time when I wasn't actively needing a connection.

Steven_L
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Message 278 of 291
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Re: Super Hub 3 reboots / resets itself frequently

Thanks for coming back to us LeeRuss.

I have looked into your connection and that in the local area, upon checking this I cannot see any problems that would be causing the issues that you're having.

Would you be able to setup a broadband quality monitor using the link here? This can help us determine the issues that you're having with your connection. 

Regards,

Steven_L

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LeeRuss
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Re: Super Hub 3 reboots / resets itself frequently

Hi

I have enabled the quality monitor. I did have it set up previously. I'll also keep a log of when I have issues.

It just went down a few mins ago which prompted me create a log and enable the monitor.

Many thanks

Leon

LeeRuss
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Re: Super Hub 3 reboots / resets itself frequently

Should I share the link to the monitor here?