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benhorley
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Message 31 of 46
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Re: Superhub keeps resetting itself

Hello

I've just started having this very problem, my hub has now reset itself several times, it's getting really annoying. Did anyone ever find a fix to this, it's obviously done a full factory reset several times itself so I have nothing left to try.

Thanks, Ben

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ashleypenny
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Message 32 of 46
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Re: Superhub keeps resetting itself

Phone VM and get a new hub sent out for free, solved it for me.
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Forum Team
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Message 33 of 46
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Re: Superhub keeps resetting itself

Sorry to hear that you've also experienced some trouble with your connection benhorley,

 

I'd like to help.

 

To allow me to do so, could you respond via private message with the following information?:

 

  • Name of the account holder
  • Home address
  • Your name

 

 

Nat_J

 

 


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Forum Team
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Message 34 of 46
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Re: Superhub keeps resetting itself

Thanks for getting back to me benhorley,

 

I've checked everything from this end and in relation to the disconnects experienced, there does appear to be some timeouts developing via the equipment.

 

I've sent you a private message so that we can arrange an engineer visit for this.

 

Speak soon,

 

Nat_J


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Message 35 of 46
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Re: Superhub keeps resetting itself

Hi again,

In addition to this, there does also appear to be a high demand for our service in your area under the fault ticket F005420139, with a review set for 10/01/18.

Nat_J


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Lord-Elpme
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Message 36 of 46
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Re: Superhub keeps resetting itself

Hi,

My Superhub has been resetting itself regularly ever since I got the notification that I had been upgraded to 100 Mb/s (~the time that the warning went out from from Virgin to users that they should not use the default passwords provided with their routers). It has been driving my kids nuts - and me, by extension, when I get home.

It used to reset every now and again, which was annoying enough. But these days it is resetting every four or five days (sometimes less) and when it does, it looses all passwords (both to log in and for the WiFi ) which it never did before. 

Apparently it reset itself less than an hour ago and I have taken screen shots of the router status pages but there are no errors logged and there are not any high voltages etc. (maybe there were spikes earlier ... but they are not recorded now)

I addition, the WiFi range has always been a bit suspect (I have just been too busy to complain about it). 

If  a member of the Forum team could help me sort this out, I would be most gratified.

 

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Message 37 of 46
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Re: Superhub keeps resetting itself

Hi Lord-Elpme,

Thanks for joining us on the Community Smiley Very Happy

Sorry to hear your Hub is resetting itself. Drop me a PM confirming your name and address and I'll send you a replacement.

Take care.

Heather_J

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Andrew_Stevens
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Message 38 of 46
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Re: Superhub keeps resetting itself

Hello,

I get the same resetting issue as the other comments on this thread.  Please could you let me know what info is required from my side for support analysis?  Alternatively, can I get a replacement hub sent given that seems to be the typical outcome anyway?

Cheers

Andrew

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M3Golfer
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Message 39 of 46
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Re: Superhub keeps resetting itself

Ever since mid September, mine has been losing it's setting. This has happened dozens of times. I use mine in modem mode. When it is in modem mode, the light at the bottom is a sort of purple / pink colour. I find myself without internet and when I check the modem, the light has turned white. I then have to call support and get them to switch it over again. yes I know I can do this, but it means I have to connect a laptop etc and go through it all. Why should I have to keep doing this. Also, very often this happens when I am out. I know it has because I stop receiving email on my iPhone. VERY ANNOYING. I have also had the hub swapped out. I was sceptical the first time that it was the hub. Now I know it can't be. I am an IT manager and I know networking and my own network like the back of my hand. I get fed up with being treated like an idiot when I call. People on the support desk are incapable of recognising they are talking to someone who knows what they are doing. I know this makes me sound kind of arrogant, but I can't help stating a fact. If people would stop and listen rather than continuing to read from a script, we might start to get nearer to resolving the issue.

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alexandermullen
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Message 40 of 46
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Re: Superhub keeps resetting itself

I too am now experiencing the issue with Superhub 3.0 resetting itself, can happen at various times of the day.  Had 2 techs out one replaced the Superhub, the other removed the attenuator yesterday and its still happening.  I would appreciate some help on this matter, thanks.

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