Superhub 3 Constant Reboots - BQM

[mogodon]

Hi,

I've noticed my Superhub is rebooting on average twice to three times a day for no apparent reason.

I've had a BQM set up for a few weeks now and you can see red lines where it reboots. Also some serious packet loss on occassion too. Here's today's for reference

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/1fd27bb0c782329684e16ba75a6bb0342f0f1157-14-02-2022"><img alt="My Broadband Ping - Ryan&#039;s VM BBQM" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/1fd27bb0c782329684e16ba75a6bb0342f0f1157-14-02-2022.png" /></a>

clicky

I can provide up to the last fortnight plus power readings etc.

Anyone able to advise what I need to do?

Regards

Ryan

[Beth_G]

Hi Ryan,

Thanks for confirming the requested details over PM.

I've now booked in the next available engineer appointment for you. To view the appointment time slot, please sign in your My Virgin Media account and go here. The appointment can also be arranged from there too if needed.

Do let us know how the visit goes and if we can help with anything else.

Kind regards

[mogodon]

Hi Beth

Thanks, I've just sent you another pm, could you check it for me.

[mogodon]

The appointment texted is no good as i have COVID, however I cannot change the appointment as its not listed via either your link or via my account orders/visits.

Please change for a date in March.

[Kath_F]

Hi mogodon, 

Thanks for coming back to us on this and updating the thread. 

It can take up to 24 hours for any appointments to show so this is likely why it's not showing there. 

I can see from our systems that Beth was able to get this appointment rescheduled for you. If you have any further issues, please pop back and let us know. 

In the meantime we wish you a quick recovery. 

Thanks, 

[mogodon]

Hi again

Engineer came round, replaced cable going from wall to Superhub (surround was slightly cracked), moved the Superhub out of the cabinet (overheating possibility) and did some checks outside.

Unfortunately this has not stopped the Superhub rebooting at least once a day,

Anyone have any other suggestion?

Thanks

[David_Bn]

Good Afternoon @mogodon, sorry to hear of the recent struggles with the services.

Can you please advise me how the connection has performed over the last 48 hours?

Have you possibly set up a broadband quality monitor so you can keep tabs on the level of service you're receiving?

Kindest regards,

David_Bn

[mogodon]

Been much the same, goes down at least once a day.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/90060ba82cdc6f6ab7435f9fa73395e7b7...

[Travis_M]

Hi @mogodon

Thanks for your reply

The BQM doesn't show any issues with only a couple of very small short spikes, does the hub fully reboot? Do you notice this at any certain points of the day or?

Regards

[mogodon]

Pretty sure it does, I still have access to my LAN (use SH3 in modem mode) but all WAN activities die for 3 to 4 mins. I'll check the next time I'm in the same room and it goes down.

[Alex_RM]

Hi mogodon,

I can see the BQM from today is showing some activity at the moment.

How have things been since you posted?

Whilst the hub is in modem mode we're unable to run through further tests. If you're happy to take the hub out of modem mode we can take a closer look at this.

Alex_Rm