Menu
Reply
Paullester
  • 1
  • 0
  • 0
Joining in
457 Views
Message 1 of 3
Flag for a moderator

Hub3

My hub keeps rebooting which means I loose telly and WiFi it’s been happening for 4 days, received a new hub and it’s just the same. Virtually impossible to report it as a fault the phone system goes around in circles can anyone help  

0 Kudos
Reply
jbrennand
  • 23.94K
  • 2.53K
  • 4.34K
Very Insightful Person
Very Insightful Person
441 Views
Message 2 of 3
Flag for a moderator

Re: Hub3

What do the lights on the Hub do when its restarting?

And have checked for “known network faults”?

As well as trying the “check service,” Area status webpage" (link at top right of this forum), there is also a Service Status number - 0800 561 0061 - which usually tells you of more local issues down to postcode level (that may not be listed on the Area Status web page which usually covers >1000’s of customers) - that may give you more info, but even that wont cover problems affecting just a few customers.

Then do this......
----------------------------------
First switch the Hub off for 5 minutes - whilst it's off, 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. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box. Then switch it on again and leave 5 minutes

Then do a Hub “pinhole reset” - but, make sure the 2 passwords on the Hub sticker are still there and legible first !
Disconnect any ethernet cables from the Hub, 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 there firmly for 60 seconds – release the pin then leave the Hub 10’ to stabilise.

Also, post up your Hub/network connection details and someone will check to see if there is a problem there. In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button a second time).

Also, in the meantime, if you haven’t already, set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” (as per instructions on the TB website) when you have the first 24h period.

https://www.thinkbroadband.com/broadband/monitoring/quality
--------------------------------------

If its happening on 2 Hubs it may be worth trying this procedure and posting the data.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
0 Kudos
Reply
Tudor
  • 8.47K
  • 675
  • 1.51K
Very Insightful Person
Very Insightful Person
435 Views
Message 3 of 3
Flag for a moderator

Re: Hub3

Hubs very very rarely reboot. What they do is lose the connection to the VM CMTS, the device at the other end of your cable. The hub then tries to reconnect and goes into a loop until it reconnects, this looks to the user like a reboot. Because the VM hubs are a very underpowered device when they are doing the retry sequence every thing else is pause, so often no WiFi and no connections to other devices.

The way to tell if the hub is really rebooting is to look for messages in the log time stamped at 01/01/1970. This happens when the hub reboots until it can connect to the Internet and get the current time.

Follow John’s recommendations and we can look at your stats and advise on the condition of your circuit. 


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
0 Kudos
Reply