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Virgin Media Business Hitron Chita Resetting

Bemak187
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?

20 REPLIES 20

itconsec
Joining in

Hello

So glad to see this post, this has been happening for at least two years, I am Virgin reseller (though try not to) I have 4 lines and 3 of them have/had this exact problem on top of that there is a secondary problem of Virgin default DNS not working for certain devices and the only way to get them to work is set manual DNS. It is an absolute nightmare , so much so one client cancelled and went back to 18Mb download for his company rather than 1gig that kept giving them issues. You can get round it by putting in your own router. The denial from Virgin though is incredibly frustrating (though I did get one to admit this is widespread). I have a another one now that is doing the same. I have told them they will have to buy another router with they are not happy about. Hopefully Virgin will take note one day and do something about it.