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Mandj
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Some wireless devices disconnecting

In the last few weeks we've started to notice that several wireless devices disconnect from the WiFi for no apparent reasons. Normally when service resumes these devices reconnect but we're having to manually connect each device.

If it was one device it would point to that device but now it's happening to two devices regularly - the Sony tv with Android operating system through which Google Play, Amazon and Netflix are viewed, and the Sky HD box. Each time we have to manually enter password to reconnect.

We're used to regularly losing connection with Virgin broadband butility most devices connect automatically. We've previously had an engineer out for an unrelated issue last summer.
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Re: Some wireless devices disconnecting

Hi Mandj

 

Welcome to the community. I'm really sorry to hear of the intermittent connection you have been experiencing and how frustrating this must be for you.

 

I've tried to run some checks on your connection but I'm unable to locate your details. I'll send you a PM  (purple envelope, top right corner) for some additional info to get this looked into further. 

 

Do you experience any intermittent connection with devices connected over ethernet? Is there any improvement if you change the wireless channel

 

Speak soon 

Ty


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Re: Some wireless devices disconnecting

Hi Mandj

 

Thanks for confirming those details for me. I've been able to run some checks on your connection and everything is looking healthy which is great. 

Are there any changes to the hub lights when this happens and do any devices connected over ethernet experience the same problem? 

Is there any improvement if you change the wireless channel (there's a help guide if needed linked on my previous post)? it may also be worth posting the newtrok logs (go to 192.168.0.1, don't log in, router status in top right corner) to see if anything is showing an issue there. 

Speak soon,

Ty

 


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Re: Some wireless devices disconnecting

Hi haven't noticed anything with the router lights.

The channel was set to auto and we have now set it to 7+11 for 2.4Ghz and 64+60 for 5.0Ghz to see if this makes a difference.

As for the router status hopefully this is what you need...

Super Hub
Sign In
Network Log
home
Router Status
Network Log
Network Log
First Time Last Time Priority Error Number Description
13/01/2017 20:05:24 GMT 13/01/2017 20:05:24 GMT Warning (5) 66050310 Auth Success - Web login successful.
12/01/2017 16:52:32 GMT 12/01/2017 16:52:32 GMT Error (4) 68010302 DHCP WAN IP - #########
12/01/2017 16:51:32 GMT 12/01/2017 16:51:32 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Critical (3) 82000200 No Ranging Response received - T3 time-out
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
12/01/2017 16:50:17 GMT 12/01/2017 16:50:17 GMT Warning (5) 66050310 Auth Success - Web login successful.
11/01/2017 18:09:33 GMT 11/01/2017 18:09:33 GMT Warning (5) 66050310 Auth Success - Web login successful.
11/01/2017 17:51:07 GMT 11/01/2017 17:51:07 GMT Warning (5) 66050310 Auth Success - Web login successful.
11/01/2017 17:48:21 GMT 11/01/2017 17:48:21 GMT Error (4) 68010302 DHCP WAN IP - ########
11/01/2017 17:47:20 GMT 11/01/2017 17:47:20 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Critical (3) 82000200 No Ranging Response received - T3 time-out
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
11/01/2017 13:14:23 GMT 11/01/2017 13:14:23 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
11/01/2017 13:14:21 GMT 11/01/2017 13:14:21 GMT Critical (3) 84000500 SYNC Timing Synchronization failure - Loss of Sync
11/01/2017 13:14:21 GMT 11/01/2017 13:14:21 GMT Critical (3) 84000500 SYNC Timing Synchronization failure - Loss of Sync
11/01/2017 13:14:16 GMT 11/01/2017 13:14:16 GMT Warning (5) 84020200 Lost MDD Timeout
11/01/2017 13:14:16 GMT 11/01/2017 13:14:16 GMT Warning (5) 84020200 Lost MDD Timeout
11/01/2017 13:14:16 GMT 11/01/2017 13:14:16 GMT Warning (5) 84020200 Lost MDD Timeout
11/01/2017 13:14:16 GMT 11/01/2017 13:14:16 GMT Warning (5) 84020200 Lost MDD Timeout
11/01/2017 13:14:16 GMT 11/01/2017 13:14:16 GMT Warning (5) 84020200 Lost MDD Timeout


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[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

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Re: Some wireless devices disconnecting

Are the devices dropping out using the 2.4Ghz band or the 5Ghz bamd, or a mixture of both.

It is not a good idea to use two wireless channels on the 2.4Ghz band, as it takes up effectively two thirds of the available spectrum making it prone to wireless interference and dropouts.

Wireless reception is affected by many factors like Range, Client hardware, the Topograpy of your home, and the big killer, Wireless interference.

First of all, I would ensure the Hub is placed in a central, open position, away from obstacles and electrical devices.
Downloading a wireless scanner like InSSIDer for Windows or WiFiAnalyser for Android would help sekecting the best wireless channel by showing you the surrounding wireless networks, the channels they are broadcasting on, and their signal strengths, so you can select the best wireless channel. Bear in mind the scanner will not show interference from other sources of wireless interference such as A\V streaming devices, Baby monitors, Chordless phones, Microwave ovens, Plasma TVs, Security systems, etc.


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Mandj
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Re: Some wireless devices disconnecting

Hi Griffin

The devices drop out on both 2.4 and 5.0. The speed varies wildly as well, from tested speeds of 20-30 up to 100. The current service is 150 being upgraded to 200 (I don't know if that has been completed yet).

The router is positioned about 8 feet away from the television and Sky Box. There are no obstacles in the way and the closest electrical device is a telephone handset about 5 feet away.

I have tried the WiFiAnalyser and have attached screenshots as I do not know what the data actually means and hopefully you or someone else can point me in the right direction. The first image is from the 2.4 Ghz and the second from the 5.0 Ghz.

2.4 Ghz2.4 Ghz5.0 Ghz5.0 Ghz

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Re: Some wireless devices disconnecting

Unusual for the wireless to drop out on both the 2.4Ghz and 5Ghz bands at the same time, which is usually caused by the actual internet disconnecting between the hub and VM's servers. Your logs are showing a few T3 errors and lost MDD and Sync errors which would suggest the connection is not quite as clean as it should be and you may have an intermittent problem that needs VM to take a closer look when they revisit the thread. However, I would test the connection with a device connected directly to the hub.

Your 5Ghz graph shows the hub broadcating on CH 60 and 64. The signal is not very good at about -73ish dBm. You need a signal strength of above -70dBm for reliable packet delivery, below which you may experience speed drops, apps that depend on reliable packet delivery like video streaming needs twice the signal strength of around  -67dBm. Your signal could be poor due to the distance between the client and router and\or obstructions and any interference the wifi scanner cannot pick up.

The 2,4Ghz band graph is showing a fairly congested environment, albeit with a few weak signals. I take it you have now set the hub to broadcast on CH 6. Is the HP Officjet printer yours?

Have you got a Ad Hoc or a WiFi Direct connection set up on this? It looks like it could be interfering with your network. If the phone handset is chordless then it could be interfering with the 2.4Ghz network. The acid test would be to turn it off and test.

You could try Channel 1, as it has i co channel (grey) and 1 overlapping channel (orange)  (at the time of the graph).

In summary, you will need to do some detailed testing.

1 Test the speed on a wired device connected directly to the hub with a device with a gigabit ethernet card using Cat 5E ethernet cable.

2  If the wired speeds are fine, test on the 5Ghz band bearing in mind what I said about Range, Obstructions and signal strength.

3 Test on the 2.4Ghz band using the scanner to select the best channel and remove other sources of interference like the chordless phone.

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Forum Team (Retired) Adam_L
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Re: Some wireless devices disconnecting

Hi Mandj, 

Thanks for letting us know that you're having troubles with your WiFi networks dropping. I apologise for any inconvenience caused.

I have tested the connection from here for you and it would appear that your Hub is offline, is this due to it being switched off from your end? If so, please respond to me here at a time when it will be on and available for testing. 

If it is not due to it being switched off from your end then an engineer will need to attend in order to resolve this, I will send you a PM (purple envelope at the top) detailing what's required to proceed with making the booking. Please respond to me there if this is the case and I'll look into this further for you.

Take care, 

Thanks, 

Adam.


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Re: Some wireless devices disconnecting

Hi Adam,

The hub is on and hasn't been off at all today 😕

Jonathan
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