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Superfast
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SuperHub 3 rebooting over night

My SuperHub 3 has been rebooting without warning over night between midnight and 2AM. I have taken a copy of the Network Log but it only covers the past week, probably since the last reboot, although I suspect that the problem may have been occurring for longer.

I had been noticing recently that some of my devices were connected to my other Wi-Fi Access Point rather than the SuperHub 3 first thing in the morning. Then one night last week, shortly after midnight, I got a message on my new Virgin Media 360 box to say that it had lost its internet connection and I could see from the status lights that the SuperHub 3 was restarting.

As mentioned above, I have a copy of the Network Log.

Félim
Aylesbury, Buckinghamshire, UK
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Alessandro Volta
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Re: SuperHub 3 rebooting over night

A couple of nights or...?


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I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi
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Superfast
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Re: SuperHub 3 rebooting over night

Gary,

The rebooting has been happening every night (early morning between 00:00 and 02:00) since at least the 27th of October but that's as far back as the network log covers.

There should be no unusual activity on my home network at that time and the only recent change has been the arrival of the Virgin Media 360 box.

Félim
Aylesbury, Buckinghamshire, UK
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Alessandro Volta
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Re: SuperHub 3 rebooting over night

Try switching the 360 TV Box off overnight and see if the problem persists.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Up to speed
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Re: SuperHub 3 rebooting over night

Mine did this morning as it was a software download, pity the decimal point is now in the wrong place on the power levels.

You can see my reset and drop just after 2am.

——————————————— My Broadband Ping - Virgin 200mb Connection
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Alessandro Volta
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Message 6 of 8
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Re: SuperHub 3 rebooting over night

Maintenance tends to happen at night between those times.
Setup a BQM to record the drops.

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Superfast
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Message 7 of 8
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Re: SuperHub 3 rebooting over night

OK, thanks.

Broadband Quality Monitor (BQM) duly created. 

Félim
Aylesbury, Buckinghamshire, UK
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Re: SuperHub 3 rebooting over night

Hiya Felim_Doyle,

Thanks for using the forums to get this issue looked into with your broadband, I am sorry if its been causing you some frustration. 
Usually what we would ask you to do is just follow these links in order to try and resolve it before we have a look- 
Slow Speeds
Intermittent Connection
We may also ask you for a bit more information so we can understand your specific issue like have you checked your speed using our Speed test site here, have you used a BMQ graph to gain more of an insight into your HUB's performance. Which I can se you have done, thank you so much for that! We also may need to you reboot your HUB so that the data on the HUB's logs can reset, this helps the performance and also helps us identify any issues on our side. 

However, I have already taken the time to look at your services on my side and can see your down/upstream levels are out of spec, which needs an engineer visit to rectify. I'll send you a PM now so we can chat about dates and times 🙂

Speak soon!

Thanks,

Megan_L

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