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BuzzMcWoof
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Random loss of connections, Superhub 3 rebooting

Hi.

 

Over the last few days have had instances where the Superhub 3 just randomly reboots, this isn't at any particualr time of the day, could be while working from home in the morning or streaming/surfing durinhg the evening.

Hub is in modem mode, and the rest of the network kit is functioning fine. The frustration levels are rising, particularly when using the plainly poor service status page which thinks everything is hunky dory, when it clearly isn't!

The customer services basically says use the website, but doesn't seem to be anywhere to genuinely raise a fault, it just asks you to go through some steps to factory reset the router, though don't get what that will achieve as it's in  modem mode.

I'm thinking the hub is on its way out, hence the randomn reboots.

Any ideas?

Thanks

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MikeRobbo
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Alessandro Volta
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Re: Random loss of connections, Superhub 3 rebooting

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

 

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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