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Virgin Media Business Hitron Chita Resetting

On our wavelength

Hi.  I know I will probably be told fairly shortly this forum is only for residential but I know there are a few fairly knowledge folks around the forum and there isn't a VMB forum to turn to so thought worth a shot.

Anyone had experience with the new Hitron Chita router that VM Business supply? I have been called out to relatives a number of times to help. They have had VMB for a few years but since they were forced to change to this new router (VMB required it when going to VOIP) there have been a lot of issues.

Three times I have been out and I couldn't see their WiFi SSIDs and after looking at it the router had factory reset itself. I assumed the first time maybe a firmware update went wrong but to have it happen 3 times is not a good sign. There have also been numerous cases of it just dropping WAN connection which can only be sorted via a reboot of the router.

Eventually got VMB to send an engineer who hadn't heard of the issue before but swapped the router over for a new one anyway. He also checked the signal over the coax and said it all reported fine. A week later I got a call saying the internet was down again. I looked into it and again the Hitron Chita has reset the SSIDs and Wi-Fi passwords back to defaults. VMB service was fine and anything wired in with ethernet was working fine. So again looked like a factory reset of the Hitron Chita.

The engineer did leave me his details so I got back in touch and he was baffled by the issue as everything seems ok. He said it would be a call to VMB. Called tech support but the person had limited tech knowledge and I don't think really understood the fault. I was told it was being referred to "second level" and they may need to send an engineer out again.

I did have a look in the router logs but I didn't take a copy of them at the time. To be honest on DOCIS modems not too sure what all the entries refer to. There one or 2 showing as "critical" referencing a config file being rejected TLV11 and also entries for mismatch between calculated value and Commanded power exceeds calculated value.

On the router that got swapped out I think I remember similar entries but as I say I am not that clued up on DOCSIS stuff. I am assuming none of them are good and it is some sort of account issue?


Alessandro Volta
VM support is based on “If you do everything right with the hardware and firmware we get no out of scripted calls”.

Tuning in

Just "upgraded" to a VM business line and have the Chita installed.

Changed wifi SSID and password to match previous details. The Internet was a bit ropey recently. Rebooted the router and it has reset the wifi back to the manufacturer settings. 

Still not fixed...


Hitron routers offer Modem mode, but some Hitron in modem mode disable the telephone service.

A Hitron router + Wi-Fi access points / Mesh / Wi-Fi Router  in AP mode ... might be an option to consider if you need to customise the Wi-Fi in a manner that works after a reboot or a  power cut.

Joining in

Has anyone found a fix for this yet? its happening to me on the VMB chita router. Hugely frustrating 


Don't expect VM to fix the software for the Hitron routers.
Solve the problem with your own network kit that you can configure and control.

Just joined


We changed to Virgin Media Business 3 months ago and are having the exact same issues and already had the router replaced. And yet again, this morning we have no internet only to find the router has factory reset all by itself. 
We can’t even put the router into modem mode because we have 1 static public ip address and apparently it’s not allowed (but you can if you have dynamic or 5 static IPs)

This happens on a weekly basis and we feel the whole service is not fit for purpose.

If anyone else has had same experience and had it sorted it would nice to know

Here I was thinking it was just me. At least weekly, sometimes more that weekly, my Hitron crashes completely. Had it changed more than once now. No obvious messages in the available logs at all. Been a residential customer for years and never had an issue like this and sadly when the contract is up, we'll probably look elsewhere as it doesn't seem like a problem VM wants to fix.

Very Insightful Person
Very Insightful Person

If you can.... get any VM Hub into modem mode as soon as possible.  On VMB you need the 5 ip address package to do this (as mentioned above)  so you will need to change to that.

Then get your own better quality router and wireless equipment  and all will issues should go away.


I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Settling in

I too thought this was just something with me. I have business related port forwarding settings on my router, and when this POS resets itself, the port forwarding goes and that includes my business phone line!

This is extremely infuriating. And to have the forum staff just dismiss it because it's a business thing is just as infuriating. This needs to be fixed.

On our wavelength

Thanks for the heads up. I've been thinking about "upgrading" to the Chita, but I guess I'll stick with the CGNv4 for now!