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NateVonGrimm
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Internet keeps dropping. Possible Fireware problem?

Hello,

I recently contacted support over the phone cause I've been getting randomly disconnected for around 1-2 seconds. The intervals are random. After ending the call, I was told that the problem lied with the fireware and has been happening since December.

What could I possibly do to control this? Is there any way to roll back the fireware to a stable version?

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NateVonGrimm
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Re: Internet keeps dropping. Possible Fireware problem?

Ugh *firmware
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Jacevoor77
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Re: Internet keeps dropping. Possible Fireware problem?

Join the club still waiting for mod to check mine
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Sephiroth
Alessandro Volta
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Re: Internet keeps dropping. Possible Fireware problem?

If you spoke to offshore technical "support", they sometimes make it up as they go along.

You haven't mentioned which of the VM modems you have (see the label on the back/bottom of the unity).

But there is no hub out there that randomly disconnects due to poor firmware. Otherwise it would happen to everyone with that hub.

If it's wireless that disconnects, but wired stays alive, then it's the usual problem that besets WiFi of wavelength congestion, walls, floors and so on.

If it's the whole circuit that disconnects, it will be longer than 1 or 2 seconds if the hub actually resets. It can glitch of the power levels or noise levels are out of spec. You could post your downstream/upstream power levels which might provide a clue.

Seph - ( DEFROCKED - My advice is at your risk)

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NateVonGrimm
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Message 5 of 12
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Re: Internet keeps dropping. Possible Fireware problem?

I'm currently using the Virgin Media Super Hub 2ac.

What will happen is the entire system will seem to drop for around a second or so. It doesn't pop up as being disconnected but I will lose access.

Here are the levels you are asking for.

UiG6ghl

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Sephiroth
Alessandro Volta
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Message 6 of 12
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Re: Internet keeps dropping. Possible Fireware problem?

Those stats show normal. So no clues there. Thanks.

What does that mean "..the entire system will seem to drop ...."? Is something else connected to the Hub that also freezes? Does anything that is connected by Ethernet drop Internet?

If it's wireless only, is this on 2.4GHz or 5GHz channels or both?

Lots to get to the bottom of. The last thing you want is to have waited a week for the VM bod to get to your thread and tell you to change wireless channels!

Seph - ( DEFROCKED - My advice is at your risk)

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NateVonGrimm
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Message 7 of 12
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Re: Internet keeps dropping. Possible Fireware problem?

What I mean by "the entire system will seem to drop" is that everything will lose connection from ethernet to wireless. Almost like the connection disappears for a second and then reappears.

I can see it happening on my phone. The wifi symbol will disappear, 4G will be active, then a second later, it's connected to Wifi again and this happens at complete random intervals. Even been so lucky to have it happen 4 times in a row within 30 seconds. 

It happens on Ethernet, Wireless 2.4GHz and 5GHz channels.

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Sephiroth
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Re: Internet keeps dropping. Possible Fireware problem?

http://community.virginmedia.com/t5/Networking-and-wireless/Flakey-Internet-DNS-errors/m-p/3316631#M...

Doers anything in the above linked thread chime with you?

Seph - ( DEFROCKED - My advice is at your risk)

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NateVonGrimm
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Message 9 of 12
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Re: Internet keeps dropping. Possible Fireware problem?

Only thing there that is similar is the firmware version.

I can't comment on the DNS issue since my connection doesn't drop long enough to receive any errors. 

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Forum Team
Forum Team
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Message 10 of 12
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Re: Internet keeps dropping. Possible Fireware problem?

Hey NateVonGrimm,

 

Welcome to the community Smiley Very Happy

 

Really sorry to hear about your connection troubles, it sounds frustrating. When this happens do you notice if the lights on your Superhub change / go off?

 

We have recently made some firmware changes which might help, have you noticed any improvement in the last 24 hours?

 

Speak with you soon,

Take care.

 

Heather_J

Tech fan? Have you read our Digital life blog yet? Check it out


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