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mrkb
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SuperHub 3 Rebooting

Hi,

For the past 10 weeks we've been putting up with our Superhub 3  rebooting 6-7 times a day. 

There's no warning when it'll happen, there's no lack of speed at any point...It just randomly reboots, which takes 4-5 minutes for it to come back online.

It's making working from home a nightmare, as each time it means re-logging into my works systems. The whole process looses me so much time during then day.

I've done everything I can think of from manual restarts, to factory resetting...nothing seems to help.

Any ideas would be most appreciated. 

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gary_dexter
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Message 2 of 25
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Re: SuperHub 3 Rebooting

It’s rare the hubs power cycle themselves - it’s more likely just losing connectivity to the network.

Does everything stop working as in wired and wireless connections?

What do the lights on the hub do during this time?


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Ayisha_B
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Message 3 of 25
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Re: SuperHub 3 Rebooting

Hi @mrkb,

 

Welcome to our Community Forums and thanks for posting.

 

I am sorry to hear that you are having issues with your service. 

 

I have located your account and can see you are currently in Modem mode. Are you able to pop the hub in router mode so that we can carry out further diagnostic checks for you?

 

Hope to hear from you soon 🙂 

Ayisha_B
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mrkb
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Re: SuperHub 3 Rebooting

Hi,

All the lights go out, bar the bottom that goes white. Slowly all the lights all come back on. Wired and Wireless both drop out completely.

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mrkb
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Re: SuperHub 3 Rebooting

Hi,

 

I'll change it from modem mode in the next few minutes.

 

Thanks

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Ayisha_B
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Message 6 of 25
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Re: SuperHub 3 Rebooting

Great 😄

 

It's showing as unreachable at the moment, so just pop me a reply once its been changed and I'll check again.

Ayisha_B
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mrkb
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Message 7 of 25
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Re: SuperHub 3 Rebooting

Hi,

It's online and currently working.

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Ayisha_B
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Message 8 of 25
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Re: SuperHub 3 Rebooting

Thank you @mrkb,

 

I have taken a look at the account and we have identified a short term network issue that could cause an intermittent service. We believe it will only be a short term issue and it will be fixed very soon. However, in the mean time, it would be great if you could check that the coax cables are connected securely to the equipment, any splitters (standard and powered) and to the wall socket.

 

I note your downstream power levels are also out of spec therefore I have book the next available technician appointment for you. Details of this can be seen via your online account. If this is not convenient, you will see an option to re-schedule.

 

Hope this helps @mrkb and let us know how the visit goes 🙂

Ayisha_B
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mrkb
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Message 9 of 25
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Re: SuperHub 3 Rebooting

Thanks for the help so far.

Looking forward to the engineer visit.

 

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Ayisha_B
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Message 10 of 25
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Re: SuperHub 3 Rebooting

My pleasure @mrkb

 

Enjoy the rest of your weekend 😄

Ayisha_B
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