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wilsham
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Wired and wireless Internet is disconnecting and reconnecting over last 24 hours

Hi there - I have been having an intermittent problem with my router ( superhub 3 I believe) disconnecting and reconnecting and flashing it's green lights every 10 minutes or so. It will work fine for between 5 and 10 minutes (sometimes it's longer) then I'll get disconnected and it will seem to reset.

This started yesterday evening and has been happening every since. No faults in my area so I rang the helpline number and they had me unplug and turn off and on, but couldn't help. So I have an appointment fir a technician booked in but it's not for another week so I thought I would try posting here to see if anyone else had similar issues.

I have a desktop PC plugged in and a phone over wireless and both get disconnected and reconnected at the same times when it happens.

Any help is much appreciated!

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Forum Team
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Message 12 of 14
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Re: Wired and wireless Internet is disconnecting and reconnecting over last 24 hours

Evening wilsham,

 

Thanks for taking the time to post on the community.

 

My apologies you are having issues with your broadband connection.

 

From checking your connection, the downstream power levels are too low and for this I would like to arrange an engineer appointment to adjust these for you. I've sent you a PM (purple envelope icon, right corner) with some details for you to confirm please.

 

Hope to hear from you soon
Sam


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Kinga1
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Message 2 of 14
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Re: Wired and wireless Internet is disconnecting and reconnecting over last 24 hours

I have the same thing happening. Called them today, they are going to change my signal and I have to wait 24h to see if that helps. It actually happened few times now but I'll just wait till tomorrow. To stream the movie online last night I had to connect my phone's internet to my laptop as Virgins Internet would be stopping and preventing the movie to buffer. So annoying. Especially if you pay this much! I'll see tonight what's going to happen.
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auldboi
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Message 3 of 14
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Re: Wired and wireless Internet is disconnecting and reconnecting over last 24 hours

Can you log into the hub and provide a screenshot of your downstream and upstream information?
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wilsham
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Message 4 of 14
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Re: Wired and wireless Internet is disconnecting and reconnecting over last 24 hours

So far this evening since I posted earlier it's been working ok, so the problem might well be fixed. I'll give it another day to make sure it's stable again and cancel my appointment with a technician if it is. Fingers crossed.

If it continues to happen tomorrow I will try to get the router information and post it.
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wilsham
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Message 5 of 14
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Re: Wired and wireless Internet is disconnecting and reconnecting over last 24 hours

Spoke too soon, it stopped working again last night and hasn't worked this morning. When I get home tonight I'll see if I get run the tests on the hub and post results.
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wilsham
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Message 6 of 14
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Re: Wired and wireless Internet is disconnecting and reconnecting over last 24 hours

I have got my desktop to connect to the hub today and the front screen states there is a registration failure with the internet in the main status screen

Can't take a screenshot as it's not online at alll right now, iff the internet comes back I will.
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grocerjack
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Message 7 of 14
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Re: Wired and wireless Internet is disconnecting and reconnecting over last 24 hours

This happening to me, once a day, the wi-fi drops off. The broadband stays OK as my iMac is ethernet connected as well but my IP cameras drop off, tablets and phones drop off and the heating thermostat can't be reach or reach it's server. I have had a new work laptop for a month now as my role is home based and this is so regular it's tiresome. This has to be a router/superhub issue doesn't it? i

Cheers, GrocerJack
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wilsham
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Re: Wired and wireless Internet is disconnecting and reconnecting over last 24 hours

 

downdown

Downstream bonded channels Channel Frequency(Hz) Power
(dBmV) SNR
(dB) Modulation Channel ID

1499000000-837.6256 qam24
2491000000-837.3256 qam23
3483000000-7.737.3256 qam22
4475000000-7.237.3256 qam21
5467000000-737.6256 qam20
6459000000-6.737.6256 qam19
7451000000-6.538.6256 qam18
8443000000-6.738.6256 qam17
9435000000-6.538.6256 qam16
10427000000-638.9256 qam15
11419000000-638.9256 qam14
12411000000-6.438.6256 qam13

upup

Upstream bonded channels Channel ID Frequency(Hz) Mode Power
(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)
1839400000ATDMA45.516 qam64000005120
1746200000ATDMA45.516 qam64000005120

 

It has come back online about 10 minutes ago so i grabbed these pics to post. not sure if they are the right screens? let me know if they provide any clues.

 

Also in the network log I have the following error messages repeating over and over:

 

970-01-01 00:23:11.0082000900B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:23:14.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

hopefully it stays online for awhile tonight, we shall see. Its been down all day today and yesterday except for brief spots where the white light has remained steady for about 5 minutes.

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auldboi
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Message 9 of 14
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Re: Wired and wireless Internet is disconnecting and reconnecting over last 24 hours

can't seem to see the picture?
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wilsham
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Message 10 of 14
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Re: Wired and wireless Internet is disconnecting and reconnecting over last 24 hours

Ah maybe I am doing something wrong with the pics. I have copy and pasted the text but i dont know if it will be readable ill try to fix the pictures.
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