Virgin Media Business Hitron Chita Router Issues

Anyone had experience with the new Hitron Chita router that VM Business supply? I have been called out to relatives a number of times to help. They have had VMB for a few years but since they were forced to change to this new router there have been a lot of issues.

Three times I have been out and I couldn't see their WiFi SSIDs and after looking at it the router had factory reset itself. I assumed the first time maybe a firmware update went wrong but to have it happen 3 times is not a good sign. There have also been numerous cases of it just dropping WAN connection which can only be sorted via a reboot of the router.

I was going to see about getting them a replacement but wondered if there was anyone else with VMB and this router with problems?

Thanks.

Edited by bemak187 (Thu 10-Nov-22 16:31:58)

Eventually got VMB to send an engineer who hadn't heard of the issue before but swapped the router over for a new one anyway. He also check the signal over the coax and said it all reported fine. A week later I got a call saying the internet was down again. I looked into it and again the Hitron Chita has reset the SSIDs and wifi passwords back to defaults. VMB service was fine and anything wired in with ethernet was working fine. So again looked like a factory reset of the Hitron Chita.

The engineer did leave me his details so I got back in touch and he was baffled by the issue as everything seems ok. He said it would be a call to VMB. Called tech support but the person had limited tech knowledge and I don't think really understood the fault. I was told it was being referred to "second level" and they may need to send an engineer out again.

I did have a look in the router logs but I didn't take a copy of them at the time. To be honest on DOCIS modems not too sure what all the entries refer to. There one or 2 showing as "critical" referencing a config file being rejected and also entries for mismatch between calculated value and Commanded power exceeds calculated value.

On the router that got swapped out I think I remember similar entries but as I say I am not that clued on on DOCSIS stuff. I am assuming none of them are good and it is some sort of account issue?

Hey, I have recently re-signed up for VMB and got the Hitron CHITA. I have set it to bridge mode as I am using my own equipment (Ubiquiti UDR) and I have had my own set of issues, but so far they were related to my own router needing a factory reset (my problem) and then random dropouts on the CHITA's side every 5 minutes.

This latter thing seems to have resolved on its own. I have called them up once, they took me through the usual 'we sent a signal to your modem, please turn it off and then on again' stuff, but that didn't fix it. 3 days later the issue resolved on its own.

I was able to confirm it's VMB's problem because all packets pinged on my LAN don't experience this drop out, but the first hop outside to VM's IP, would lose 2-3 packets exactly every 5 minutes, I have pretty good proof of this via PingPlotter and TBB's monitor.

I can't say much about using the CHITA as a router/hub because from all my past experience using VM's supplied hubs, it was always 'just okay' and I would not normally recommend it.

To me it sounds like something is dodgy with your unit. I would actually reconfigure the WiFI to be your own custom name and passwords and disable WPS, if I was using the Chita as a router and wifi AP.

VMB just wanted to keep sending engineers out who say they cannot do anything further. The "techs" on the phone really dont understand the issue. I was thinking faulty unit but as this is the second one and its doing same I am not as sure now. I have just disabled WiFi on the Hitron and installed a wireless access point as a bit of a test. So far everything has been fine wit this config.

Edited by bemak187 (Wed 15-Feb-23 11:08:29)