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icantsync
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Frequent router reboots

Good evening,

After having a new router installed to resolve an ongoing issue with frequent internet dropouts we are now left with a new router that frequently reboots, sometimes multiple times in one day.

The router is a SuperHub 3 and it has barely been in our house for a month.

The service we're receiving really does not feel as though it warrants £40 / month.

Can someone look into the causes of these frequent reboots please?

Is this a firmware problem? I'm not as familiar with the new interface so am not sure how to check the logs as on the SH2.

Regards,

John
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eagleowl68
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Message 2 of 15
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Re: Frequent router reboots

I'm having the same problem.

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eagleowl68
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Re: Frequent router reboots

I don't know if this will help you,but I seem to have fixed my issue.
I live in a semi detached house,and had my router against the shared wall.
A couple of days ago,I moved my router about 3 feet away from the wall-it hasn't reset itself at all since.
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Re: Frequent router reboots

Hi icantsync, 

 

Thanks for getting in touch, I am sorry to see that you have been having trouble with your connection. 

 

I have taken a look and things seem to be ok from this side. 

 

Are you having trouble wired, wireless or both? 

 

Keep us posted

 

Emma


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icantsync
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Re: Frequent router reboots

Hi Emma,

Thank you for getting back to me. The router has been rebooting so during that time we do not have internet connectivity, either wired or wireless.

Are these reboots being caused by firmware updates?

Thanks,

John
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Re: Frequent router reboots

Hi icantsync, 

 

Thanks for getting back to me, I am sorry to see you have continued to have such trouble. 

 

I have taken a look and it seems that the modem SNR is dropping and I can see some T3 timeouts. 

 

I would like to get an engineer out to take a look for you. 

 

I will pop you a PM to get this arranged. 

 

Keep an eye out for the Purple Envelope, top right hand corner. 

 

Speak to you soon. 

 

Emma


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eagleowl68
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Message 7 of 15
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Re: Frequent router reboots

Apparently my "solution" was merely a coincidence,and the problem has returned with a vengeance!

For the past 2 hours,my superhub 3 has been restarting roughly every 2 minutes.

Any help would be very gratefully received!!!

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Message 8 of 15
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Re: Frequent router reboots

Hi eagleowl68,

Sorry that your self prescribed fix didn't last a little longer Smiley Sad

I suspect that your Hub may be the key here. It is reporting very low downstream power levels which will need to be addressed by an engineer. If you are connecting via an extension socket please remove it and connect the Hub directly to a wall mounted power point. If that doesn't help, then please reply to my PM (purple envelope icon, top right of page) and I'll schedule an appointment for you Smiley Happy


Jen
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Re: Frequent router reboots

Hi eagleowl68,

Thanks for getting back to me. Today's test reveal low downstream power levels and low downstream modem SNR. So would seem to be Hub related. I have booked the appointment, read my PM for details.

Let us know how your connection is after the visit Smiley Happy


Jen
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eagleowl68
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Message 10 of 15
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Re: Frequent router reboots

The engineer has been and did what he could,but the problem persists.

He's going to arrange for someone to replace the indoor side of the cable to see if it's a break in the cable which is causing the problem.

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