Virgin Media Community

[pcs333]

Hi

I have signed up for a new contract with a quickstart package.

My broadband is working fine, but only whilst the router is actually on.

It keeps rebooting every 5 to 15 mins and takes about 4 or 5 mins to restart.

It seemed to be ok yesterday evening when i first set it up. But today it has rebooted numerous times to the point where its very regular now.

Is it possible to get an engineer visit? or perhaps the router is faulty and another can be sent out.

This is unusable as it is!

Any help appreciated

Thanks

[pcs333]

Not good 😞

[nodrogd]

Constant rebooting would suggest T4 errors connecting to the headend. This is likely due to signal inadequacy or noise issues with the cabling linking the house to the cabinet. The Hub 4 is more fussy than the previous hubs when signals go out of tolerance. Either call faults on 150 from your VM phone or wait here for the forum staff to follow up as they can test your connection remotely & read the hub logs.

[pcs333]

Ok many thanks for the reply

I haven't got a virgin phone so will wait here

[jbrennand]

You can call from any phone - 0345 454 1111 (national rate)

[pcs333]

[pcs333]

A new psu is being sent out because of the contant reboots.

Can anyone check my connection for errors?? I'm not convinced its the power supply.

[Adduxi]

Can you post your power levels and network log please.  Copy and paste as text, do not screenshot.  We can comment once you have done this.

[nodrogd]

The pattern looks familiar. Signal levels stabilising at night & then going out if tolerance during the day. My money is on the cabling.

[pcs333]

Yeah that sounds likely.

I will wait for the new power supply and cancel contract if that doesn't do the trick, because I know I will have trouble trying to get the cabling re-done. And definitely not within the 14 day cancellation period.

Oh well back to 74Mbits 😞 , but at least its reliable.