Fault hub 4

[Teamaid]

So I got the new hub 4 and upgraded to 1gig but every 2 days the hub has to be fully reset as the wired Internet just drops off we get packed loss and the ping goes mental.  I was just told by somebody on the phone it will be fixed remotely by technical support in the next 45 days . But also just got told that isn't possible 

[jbrennand · Accepted solution]

Ignore anything that offshore CS agents tell you - they are not "technical support".

First check for any “known network faults - try in 2 places

1) Try the “check service,”Area status webpage" (link at top right of this forum)

2) Then also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to street cab/ postcode level.

[Teamaid]

There are no faults in the area and I have spoken to a few people with hub 4 that have all had similar problems.  

I'm just so fed up with it now and being told to wait 45 days for a remote fix sounds a bit odd especially as it happens every 2 days like clock work 

[jbrennand]

All you can do is a Hub “pinhole reset” exactly like this - not as the website says ! ...... - first make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub (leave the coax connected), and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 (a timed sixty) seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time. Passwords and SSID’s will reset to those on the sticker. See if that sorts it.

Also do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Disconnect all the connections and reconnect to be sure. Ensure there are no “unterminated cable loose ends or loose wires on the connectors . Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling (no clips piercing, or broken sheathing) and the wall box.

If none of that helps come back her and post up all of the Hub data