Menu
Reply
  • 347
  • 16
  • 69
wonkotsane
Fibre optic
313 Views
Message 1 of 22
Flag for a moderator

Wireless connection dropping regularly, wired connection is fine.

I definitely have a problem with the wireless on my SH3. It's the second one I've had and both have had the same problem. Signal strength is great but the router will stop responding periodically for all connected devices. When it happens I've done a ping -t 192.168.0.1 and every packet times out but if I plug a network cable in it starts pinging successfully. It affects all devices - Smart TVs, laptops, XBox, phones and tablets. Previously I've been fobbed off with "we can't help with wireless because lots of things can affect the signal" but it's not a signal problem, it's the router. I don't live in a mansion, signal strength is unaffected and it's happening to devices no matter were they are in the house. There is nothing in the logs on the hub and levels all look fine. Internet connectivity is fine, it's only wireless. My NAS drive sends me alerts if it loses its internet connection and it hasn't so I know the internet connection is stable. The NAS drive has a wired connection. I'm an IT professional, I know when there's something wrong and there is a problem with this router.

Massage an ego, click the kudos button. If someone answers your question, mark it as helpful.
Be nice, eat all your vegetables and keep your room tidy.
0 Kudos
Reply
  • 347
  • 16
  • 69
wonkotsane
Fibre optic
279 Views
Message 2 of 22
Flag for a moderator

Re: Wireless connection dropping regularly, wired connection is fine.

I called Virgin the other day because I got fed up of it dropping out. I spoke to a nice lady who, once I explained to her why it wasn't a problem with where my hub is, said that there was anecdotal evidence that switching from WPA2/auto to WPA2 could improve it. It didn't fix the problem but it actually appears to be less unreliable although I haven't been using the internet much since. It happened again about 10 minutes after I made that change so I called back to tell them there was still a problem and got an idiot in India who seemed to think it was his job to find a reason why it was my fault. I got transferred to an equally useless floor supervisor who eventually agreed to transfer me to customer relations but cut me off after about 10 minutes on hold. Three calls to disconnections later (I was fully prepared to cancel it by then and was no less inclined to do so after the first two calls cut off without being answered) and I spoke to a very nice man who sometimes covers for the router specialist in their call centre. I didn't have to explain it to him several times or verbally beat it into him that the router isn't in the wrong place - he understood and arranged a call from the full time router guru for this evening.

So, the router guru has called me and told me that there was a problem with the DHCP router that I was connected to at the time I called and that it was rebooted. He thinks that could be the issue. I'm sceptical as it's been happening for months but it was so nice to have someone talk geek back at me that I agreed to monitor it over the next few days, keep an issue log and he's calling back Monday evening. In the meantime, I've downloaded wireshark and I'll see what captures I can get.

I'm not really any closer to getting a resolution to this issue and I think it's firmware related but at least I've got someone who understands what I'm telling them so I'm hopeful that we're going to find the cause. Eventually.

Massage an ego, click the kudos button. If someone answers your question, mark it as helpful.
Be nice, eat all your vegetables and keep your room tidy.
0 Kudos
Reply
  • 20.53K
  • 542
  • 3.16K
Sephiroth
Alessandro Volta
274 Views
Message 3 of 22
Flag for a moderator

Re: Wireless connection dropping regularly, wired connection is fine.


wonkotsane wrote:

<SNIP>

So, the router guru has called me and told me that there was a problem with the DHCP router that I was connected to at the time I called and that it was rebooted. He thinks that could be the issue. I'm sceptical as it's been happening for months but it was so nice to have someone talk geek back at me that I agreed to monitor it over the next few days, keep an issue log and he's calling back Monday evening. In the meantime, I've downloaded wireshark and I'll see what captures I can get.

I'm not really any closer to getting a resolution to this issue and I think it's firmware related but at least I've got someone who understands what I'm telling them so I'm hopeful that we're going to find the cause. Eventually.


At the VM DHCP server level (i.e. the layer serving the modem), any problem there would affect the wired devices. So that expert, if he understood that this was a wireless only problem, was offering you a load of gollox.

I'm deep in the WiFi business and yet am at a loss to know what to suggest.  When this sort of thing occurs, and it's not down to the usual WiFi suspects, it usually comes down to a loss of the correct encryption.  On the SH2 this occurred on some devices but not others on the same firmware.  Yet the Hub 3 is not known for this problem at all - and you're on the second.

My solurtion to avoid all of this, given the importance of the Internet to me and full router manipulation facilities, is to go to Modem Mode with a decent external router.

 

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

  • 347
  • 16
  • 69
wonkotsane
Fibre optic
261 Views
Message 4 of 22
Flag for a moderator

Re: Wireless connection dropping regularly, wired connection is fine.

I'm tempted to buy a router but the stubborn skinflint in me says why should I when supply of equipment is part of the contract. For the last couple of days it's been fairly stable but today I hammered Netflix a bit on the TV and it's all gone again. It looks like it's Netflix on the TV that's triggering it. The only plausible explanation I can think of for that is TCP flood but it's the second Samsung smart TV I've had with Virgin and it's happened with both. There are millions of Samsung smart TVs out there running Netflix, if there was something this fundamentally wrong with them surely it would be well known. I've got some Wireshark captures from my laptop while it goes down and there are loads of retransmissions, some spurious retransmissions, duplicate acks and packets out of order. I don't know what's going on but I'm struggling to accept that it's simply an app on the TV managing to take out a router. Other than setting up a proxy in a VM on my laptop and wiresharking that (which is stretching my knowledge somewhat) I'm not sure what else I can do. I'll get the Wireshark captures off to this guy when he rings me back on Monday but they're only going to show what's happening on my laptop, not the TV or the router.

Massage an ego, click the kudos button. If someone answers your question, mark it as helpful.
Be nice, eat all your vegetables and keep your room tidy.
0 Kudos
Reply
  • 20.53K
  • 542
  • 3.16K
Sephiroth
Alessandro Volta
253 Views
Message 5 of 22
Flag for a moderator

Re: Wireless connection dropping regularly, wired connection is fine.


wonkotsane wrote:

I'm tempted to buy a router but the stubborn skinflint in me says why should I when supply of equipment is part of the contract. For the last couple of days it's been fairly stable but today I hammered Netflix a bit on the TV and it's all gone again. It looks like it's Netflix on the TV that's triggering it. The only plausible explanation I can think of for that is TCP flood but it's the second Samsung smart TV I've had with Virgin and it's happened with both. There are millions of Samsung smart TVs out there running Netflix, if there was something this fundamentally wrong with them surely it would be well known. I've got some Wireshark captures from my laptop while it goes down and there are loads of retransmissions, some spurious retransmissions, duplicate acks and packets out of order. I don't know what's going on but I'm struggling to accept that it's simply an app on the TV managing to take out a router. Other than setting up a proxy in a VM on my laptop and wiresharking that (which is stretching my knowledge somewhat) I'm not sure what else I can do. I'll get the Wireshark captures off to this guy when he rings me back on Monday but they're only going to show what's happening on my laptop, not the TV or the router.


A couple of comments here.

For what my opinon is worth, never let needs be overcome by stubborn hopes of the eternal resurrection.  Stubborn people often say it's for VM to get it right for them because VM supplies the router.  But what VM actually does is to provide a "get you going" router; examination of the menus proves that and there is no pretence by VM that the router mode functions are equivalent to those of an external router.

Second - a smart TV streaming over WiFi. I assume you don't have TIVO which, at least on my package, includes Netflix.  Anyway, my smart TV is connected to my router by Powerline/wired. Although it would work OK by WiFi, I wouldn't dream of subjecting even my ASUS spitzen-sparken router to a streaming load when there are others in the house trying to do stuff wirelessly.  The router WiFi won't crash, but throughput for others would be severely dented.

So my message is to see the VM hub range for what it is - basic stuff easy for VM to support and if you need to go outside the simplest boundary, modem mode with an external router is the answer.

HTH.

 

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

0 Kudos
Reply
  • 347
  • 16
  • 69
wonkotsane
Fibre optic
237 Views
Message 6 of 22
Flag for a moderator

Re: Wireless connection dropping regularly, wired connection is fine.

I do have a TiVo (a god awful piece of kit) but it doesn't do 4k whereas the Smart TV app does. The TV isn't in a good place to run a network cable, hence it being on the WiFi. To run a network cable to it I'd either need to chase it, pull up the wooden floor or run it the long way on the skirting board through the hallway, round the door frame and most of the way round the room because there's an archway in the way of the shortest wall. That's never going to fly with the wife. Smiley Happy

It would be useful if there were even basic tools on the router for diagnosis or more logs but there's nothing available.

Massage an ego, click the kudos button. If someone answers your question, mark it as helpful.
Be nice, eat all your vegetables and keep your room tidy.
0 Kudos
Reply
  • 20.53K
  • 542
  • 3.16K
Sephiroth
Alessandro Volta
232 Views
Message 7 of 22
Flag for a moderator

Re: Wireless connection dropping regularly, wired connection is fine.

Powerline adaptors would solve the wired TV problem.

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

0 Kudos
Reply
  • 347
  • 16
  • 69
wonkotsane
Fibre optic
230 Views
Message 8 of 22
Flag for a moderator

Re: Wireless connection dropping regularly, wired connection is fine.

1970s house with about 15 single plug sockets - there are extensions in almost every plug socket in the house!

Massage an ego, click the kudos button. If someone answers your question, mark it as helpful.
Be nice, eat all your vegetables and keep your room tidy.
0 Kudos
Reply
  • 20.53K
  • 542
  • 3.16K
Sephiroth
Alessandro Volta
221 Views
Message 9 of 22
Flag for a moderator

Re: Wireless connection dropping regularly, wired connection is fine.

The Powerline adaptors have mains pass-through models so that you don't sacrifice a socket. Do it!

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

0 Kudos
Reply
  • 347
  • 16
  • 69
wonkotsane
Fibre optic
212 Views
Message 10 of 22
Flag for a moderator

Re: Wireless connection dropping regularly, wired connection is fine.

Ok, that solves that problem! I'm going to get the Wireshark captures I have to them first. If they accept that it's something router-related they might bung me a few quid for powerline adapters. Sky did because their fibre routers are awful. Then I cancelled and got Virgin.

I noticed that the TV reserves the device name "localhost" in DHCP. A Google search suggests that's deliberate. Samsung TVs aren't exotic so I'm going to assume that it isn't the cause of the problem. Having said that, I've found a thread on a forum for an Asus router where someone had what appears to be the same issue and then a reply from someone else mentioning "superhub" saying they fixed it by reserving an IP address and assigning the TV a name in DHCP. I've going to try it.

Massage an ego, click the kudos button. If someone answers your question, mark it as helpful.
Be nice, eat all your vegetables and keep your room tidy.
0 Kudos
Reply