topic Re: Black Huawei router rebooting in Fibre

Black Huawei router rebooting

johnny95 — Fri, 25 Aug 2023 14:32:39 GMT

Hi,

I’ve had the black Huawei router for a while now. At first it rebooted itself once every 1 to 2 months. However in the last couple of weeks it’s started rebooting several times a day.

I tried resetting the router to the factory settings (using a paper clip) This didn’t fix the issue. So I powered down the router for an hour. After this it stayed on for a couple of days but today it’s rebooted three times already.

Could it be overheating? Anyway please could you send out a replacement router to see if that fixes the issue? I didn’t have this problem with the previous router.

Re: Black Huawei router rebooting

ferguson — Fri, 25 Aug 2023 15:47:55 GMT

Have you checked the router logs to see what may be causing the resets? If there are any incidents of kernel panic then these have been known to affect that model and there is a fix available, have look and let us know. Other than that the support team will of course respond and offer appropriate help as soon as they can, bear in mind with a long weekend upon us that this may not be until the early part of next week.

Re: Black Huawei router rebooting

johnny95 — Fri, 25 Aug 2023 15:55:05 GMT

Thanks Ferguson. How do I check the router logs?

Re: Black Huawei router rebooting

ferguson — Fri, 25 Aug 2023 16:09:15 GMT

Can't recall exactly for that model. But log into your router as normal and click through advanced settings, you should find a "maintenance" option and logs should be in there.

Re: Black Huawei router rebooting

johnny95 — Fri, 25 Aug 2023 16:44:26 GMT

I can see a user log. There’s also a firewall log and a Debug log.

Here is a screenshot of the user log

Re: Black Huawei router rebooting

ferguson — Fri, 25 Aug 2023 17:47:20 GMT

Try using the Edit > Find feature in your browser menu bar when your are on the logs page, type in "kernel panic" and see if you get any results.

Re: Black Huawei router rebooting

johnny95 — Fri, 25 Aug 2023 19:39:44 GMT

Unfortunately I can’t find anything stating edit. I’ll have to wait for the support team, next week. Maybe it’s the power adapter for the router, I’m not sure. Thanks anyway.

Re: Black Huawei router rebooting

Karl-TalkTalk — Mon, 28 Aug 2023 06:58:19 GMT

I've made a change to the firmware, see if this helps.

Thanks

Karl.

Re: Black Huawei router rebooting

johnny95 — Mon, 28 Aug 2023 11:10:43 GMT

Ok thanks, Karl. I’ll keep monitoring it. So far it’s been online since Friday afternoon.

Re: Black Huawei router rebooting

Anonymous — Tue, 29 Aug 2023 05:24:51 GMT

Morning,

Thanks for the update and we'll check back in with you in a few days to see how you're getting on.

Thanks

Re: Black Huawei router rebooting

johnny95 — Tue, 29 Aug 2023 10:41:54 GMT

Hi Michelle,

Unfortunately the router has rebooted twice this morning. So the firmware hasn’t fixed the problem. Please could I try a replacement? I’m thinking of purchasing an Amazon Eero to use with an Openreach white modem which I originally had from TalkTalk. Would you be able to send one out for free or only the black Huawei?

Re: Black Huawei router rebooting

Karl-TalkTalk — Tue, 29 Aug 2023 10:49:16 GMT

A replacement is on the way.

Thanks

Karl.

Re: Black Huawei router rebooting

johnny95 — Tue, 29 Aug 2023 11:14:23 GMT

Thanks, Karl.

Re: Black Huawei router rebooting

Karl-TalkTalk — Tue, 29 Aug 2023 11:16:29 GMT

No Problem 🙂

Karl

Re: Black Huawei router rebooting

johnny95 — Wed, 30 Aug 2023 10:50:28 GMT

Hi Karl,

My router has arrived. I’ll be connecting it later. Do I need to send the other one back? As I don’t want to be charged for it.

thanks,

John.

Re: Black Huawei router rebooting

Karl-TalkTalk — Wed, 30 Aug 2023 10:51:38 GMT

If you can please. There should be a returns bag in with the router.

Thanks

Karl.

Re: Black Huawei router rebooting

johnny95 — Wed, 30 Aug 2023 11:01:15 GMT

Ok, thanks 👍

Re: Black Huawei router rebooting

Karl-TalkTalk — Wed, 30 Aug 2023 11:02:41 GMT

No Problem 🙂

Karl

Re: Black Huawei router rebooting

johnny95 — Wed, 30 Aug 2023 13:04:12 GMT

Upon checking, unfortunately I don't have a returns bag. Would you be able to send one out?

Thanks again.

Re: Black Huawei router rebooting

Karl-TalkTalk — Wed, 30 Aug 2023 13:09:06 GMT

Sure, I've sent one out to you now.

Regards,

Karl.