Menu
Reply
Highlighted
  • 4
  • 0
  • 0
pas2018
Joining in
189 Views
Message 1 of 8
Flag for a moderator

Virgin hub 3.0 reboots and resets itself.

My virgin hub robots itself several times a day.

It also wipes setting e.g. the ssid and password (probably all settings)

Has anyone had this problem?  Andy got any solutions / fixes?

Or been able to convince support that it is a problem they should address and offer to fix?

 

0 Kudos
Reply
  • 10.43K
  • 692
  • 2.93K
Superuser
Superuser
185 Views
Message 2 of 8
Flag for a moderator

Re: Virgin hub 3.0 reboots and resets itself.

Can you post your upstream and downstream power levels..

 

Go to 192.168.0.1

 

Do NOT LOG IN- Click router status

 

hub31.jpg

 

And post Downstream and Upstream levels..

 

shub32.png


0 Kudos
Reply
  • 4
  • 0
  • 0
pas2018
Joining in
178 Views
Message 3 of 8
Flag for a moderator

Re: Virgin hub 3.0 reboots and resets itself.

Here are the downstream and upstream data:

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 298750000 1.9 38 256 qam 21
2 322750000 2.7 40 256 qam 24
3 306750000 1.9 38 256 qam 22
4 282750000 1.7 38 256 qam 19
5 274750000 1.9 38 256 qam 18
6 258750000 2 38 256 qam 16
7 242750000 2 40 256 qam 14
8 234750000 2 38 256 qam 13
9 210750000 2 38 256 qam 10
10 314750000 2.2 40 256 qam 23
11 290750000 1.5 38 256 qam 20
12 266750000 2 38 256 qam 17
13 250750000 2 38 256 qam 15
14 226750000 2 38 256 qam 12
15 218750000 2.2 38 256 qam 11
16 202750000 2 38 256 qam 9
17 194750000 2.2 38 256 qam 8
18 186750000 2.2 38 256 qam 7
19 178750000 2.4 40 256 qam 6
20 170750000 2.4 38 256 qam 5
21 162750000 3 38 256 qam 4
22 154750000 3.2 38 256 qam 3
23 146750000 3 38 256 qam 2
24 138750000 3 40 256 qam 1


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 6 0
2 Locked 40.3 0 0
3 Locked 38.9 5 0
4 Locked 38.9 6 0
5 Locked 38.9 4 0
6 Locked 38.6 5 0
7 Locked 40.3 6 0
8 Locked 38.6 5 0
9 Locked 38.9 7 0
10 Locked 40.3 5 0
11 Locked 38.6 5 0
12 Locked 38.9 4 0
13 Locked 38.9 8 0
14 Locked 38.6 9 0
15 Locked 38.9 11 0
16 Locked 38.9 87 1
17 Locked 38.6 15 0
18 Locked 38.6 16 0
19 Locked 40.3 10 0
20 Locked 38.9 0 0
21 Locked 38.9 4 0
22 Locked 38.9 10 0
23 Locked 38.9 5 0
24 Locked 40.3 13 0

 

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 25800000 41 5120 16 qam 8
2 32600000 42.3 5120 16 qam 7
3 39400000 43 5120 16 qam 6
4 46200000 43.8 5120 16 qam 5


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 1 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 1 0

 

0 Kudos
Reply
  • 10.43K
  • 692
  • 2.93K
Superuser
Superuser
155 Views
Message 4 of 8
Flag for a moderator
Helpful Answer

Re: Virgin hub 3.0 reboots and resets itself.

Looks okay- can you set up a BQM

 

 HERE

 

 Run it for say 24 hrs, and post the result.

 

 

 

 

 

 

 


0 Kudos
Reply
  • 4
  • 0
  • 0
pas2018
Joining in
148 Views
Message 5 of 8
Flag for a moderator

Re: Virgin hub 3.0 reboots and resets itself.

OK, great that sounds like a good idea. I've set that up now. 

0 Kudos
Reply
  • 4
  • 0
  • 0
pas2018
Joining in
85 Views
Message 6 of 8
Flag for a moderator

Re: Virgin hub 3.0 reboots and resets itself.

Ok I have done the BQM for just over 24 hours. Remarkably the router stayed live for most of that time then about 40 mins ago it started to reboot itself - several times and it took a while. Then it was working OK, Then a few mins later it cut out a bit (not sure if it was rebooting) but recovered itself again - quite quickly this time... all reflected in the BQM chart: My Broadband Ping - PAS Router 01
0 Kudos
Reply
  • 10.43K
  • 692
  • 2.93K
Superuser
Superuser
46 Views
Message 7 of 8
Flag for a moderator

Re: Virgin hub 3.0 reboots and resets itself.

Yeah thats definitely WAN side dropping out, Ill flag for staff to take a look their side.

 


0 Kudos
Reply
  • 14.99K
  • 648
  • 1.49K
Moderator
Moderator
17 Views
Message 8 of 8
Flag for a moderator

Re: Virgin hub 3.0 reboots and resets itself.

Hi Pas2018,

Sorry to hear you're getting drop outs. I've just checked your connection and there's a SNR fault open under ticket F006707834 which is estimated to close 11/12/18.

Once the fault has cleared let us know if you're still seeing issues and we'll check again for you. 


The do's and don'ts. Keep the community welcoming for all. Follow the house rules


0 Kudos
Reply