Hub 3.0 resets EVERY night

[mpayne1]

As per the title, my Hub 3.0 resets EVERY night at approximately 00.45am. So has just now and is going through sequence now as I use mobile internet.

How can this be resolved/prevented? I’ve checked my connections in terms of all the cables. It’s wifi and wired which is affected (as the hub reboots). I tried manually rebooting the hub a few hours ago hoping it’d prevent it rebooting now. Etc.

This feels like an unacceptable problem, if it can’t be resolved. I pay for a 24/7 connection, not a daytime one. The app suggests an engineer but there are no appointments. Twitter support and the app suggests asking here.

Anyone have a resolution for this? Searching the internet suggests this isn’t an uncommon problem and there’s no resolution… which sounds ridiculous. I had Virgin fibre in this exact same property a couple of years ago and didn’t have this issue.

Thanks for any help.

[jpeg1]

Set up a free BQM at https://www.thinkbroadband.com/broadband/monitoring/quality

and post a live link here so we can all see what's happening. 

BTW  you don't get an unbroken service on a residential contract, and network switching /maintenance is usually done after midnight. 

[mpayne1]

Thanks, hopefully this link works,

https://www.thinkbroadband.com/broadband/monitoring/quality/view/40b613deb90b7f661b43014a121696a3a1c...

I understand it’s only a residential contract etc etc, and maintenance is to be expected, but having it happen literally every day and it taking my internet out for 15/30m when I need it is terrible customer service. Daily seems unreasonable and 00.45am is a bad time for a significant proportion of people… if it happened rarely at 00.45am it might make sense, or if it’s daily then a time like 4am would obviously affect far fewer people.

[Paulina_Z]

Hi @mpayne1,

Welcome to our Community Forums! Thank you for your first post and I'm very sorry to hear that you're having some ongoing issues with your broadband connection! I can understand how frustrating constant resets can be. I'll do all I can to help.

I've taken a look at our systems and I can see that there's some issues with your upstream and downstream power levels. This could be a reason for your disconnections. However, as we're unable to rectify this remotely, we'd need to arrange for a technician appointment. I'll send you a Private Message to confirm a few details. Please keep an eye out for a purple envelope at the top right corner of your Forum page. I'll be in touch soon.

Thank you.

[mpayne1]

Thanks. Sorry for the delayed reply but I’ve now replied to that PM.

[Paulina_Z]

Hi @mpayne1,

Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for your ongoing Hub issue – you can check and amend the date and time of your appointment via your online account.

There will be no charge for this visit unless:
•    The technician diagnoses the faults as not being caused by our network/equipment 
•    The technician discovers that the fault or problem relates to your equipment
•    The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.
Please keep us updated on how your appointment goes and if you need any further assistance.

Thank you.

[Paulina_Z]

Hi @mpayne1,

Thanks for coming back to me via Private Message. I'm glad to hear that you're happy with your appointment date and time.

Please keep us updated on how your appointment goes and if you need any further assistance going forward. We're here if you need us.

Thank you.

[mpayne1]

Hi Paulina,

So the technician came last Wednesday and tried replacing a few things. The cable was badly terminated at both ends so redid that inside and outside the property, then replaced some kind of splitter outside, and finally fully reset the Hub. However, since then the problem has continued up to and including last night.

Eg. last night the connection dropped and Hub restarted at about 00:37, the night before 00:55, the night before 00:05, the night before 00:25, etc.

What's the next steps to try and resolve this?

Thanks,

Martin

[Ashleigh_C]

Hi there @mpayne1

Thank you so much for your post and welcome back, I am so sorry to hear that these issues have continued. 

I have taken a look and I can see that there are a few issues showing on our side that will require an engineer. I know you have already had one but this is the best way for us to be able to resolve these issues.

I'm going to pop you a PM now so we can arrange one, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message. 

Thanks again. 

[mpayne1]

Hi,

So this issue has continued… despite numerous engineer visits. A minimum of four. And the issue has actually got worse! It now disconnects multiple times a day… sometimes multiple times per hour, rather than just once a night.

How do I formally complain and get released from my contract?

Thanks,

Martin