Constantly restarting hub

[#1]

Hi,

Since last Tuesday my hub has restarted any time anyone tries to use the internet, they get about 1 min before it goes into a restart loop. How do you request a new hub?

It took me 4 times just to post this…

Thanks

[#2]

You don't need a new hub, you need to find out why it is constantly restarting. The chances are that there is a BT/OR network issue/fault. Is your telephone line quiet?

If it isn't, I would suggest you report a telephone fault via: https://www.plus.net/help/report-a-problem/phone/

If it is, report a broadband fault via: https://www.plus.net/help/report-a-problem/broadband/

Neither of these will be picked up until after 0800 tomorrow.

[#3]

I disagree, the hub is stable until anything is plugged into a port it connected to via Wi-Fi then it goes into a boot loop, it’s will also loop of just powered and connected to a pc no phone line attached. It very much points to a hub

[#4]

OK - I don't follow your logic, personally, and don't understand your explanation, but you will be asked to carry out various tests to pin-point the issue - the route(s) I have given you may resolve it.

By the way, how old is the Hub?

[#5]

@simoncannings 

What are the lights on your hub showing when it drops?

[#6]

It cycles through all the colours a few times before it stops on blue again, but only stays blue (and connects to the internet) for max 5 mins before it does it again

[#7]

@simoncannings 

When you say cycles through the colours, which colours? 
If it starts with green it’s probably a faulty hub. If it’s just red, orange and blue it could be a network problem.

[#8]

Hi Simon,

I've tested your line and the tests are showing a high resistance fault so we'd need to arrange an engineer visit to look at that. When could you be available for a visit? The engineers are available between 8am to 1pm or 1pm to 6pm.

[#9]

Hi this coming week, Monday all day. Thurs fri all day

[#10]

It does start with green yes

[#11 · Accepted solution]

@simoncannings - I can't take a look to try and establish what's going on due to the fact the hub won't stay online. Given you're seeing a green LED though (which is inidcative of a full system restart), and the fact that I can see the hub has recently been factory reset, then I've arranged to ship a replacement to you early next week.

Hope it helps.

[#12]

Yeah it’s frustrating the amount it’s been down and the length of time, let’s hope the new hub at least gives time to log into it

[#13]

Hi,

New hub has come and is working perfectly, thanks for getting this sorted shame it took over two weeks to sort out and multiple agents

Thanks
Simon

[#14]

Hey @simoncannings,

I'm glad to hear that the new hub's arrived - just let us know if there's anything else we might be able to help out with and we'll be more than happy to assist.

[#15]

Ok will watt for new hub next week thank you enjoy you weekend