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Registered: ‎17-02-2017
Message 1 of 7 (272 Views)

Broadband Offline Issues

Since having a new Sky Q box installed, our Virgin router goes offline every morning. After re-booting, it reconnects.

The Virgin helpline check the router and cannot find any problems - but then, it has been re-booted, so it is working by the time they check it.

One of the Virgin people said that it would not be anything to do with the Sky Q box - but it started the day after and has happened every morning for the past 3 days.

Virgin say they won't send out an engineer as the router is working. Any idea what I can do next? Or why this is happening?

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Well-informed
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Message 4 of 7 (484 Views)
Helpful Answer
confirmed by Annette57
‎17-02-2017 17:09

Re: Broadband Offline Issues

when your broadband next stops working try going to 192.168.0.1

if you can then click on 'Check router status' and post what you find here.

and If you can't do this even on a wired connection let us know.

See where this Helpful Answer was posted

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Well-informed
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Message 2 of 7 (267 Views)

Re: Broadband Offline Issues

When you say goes offline, how does this manifest itself?

Do both wired and wireless connections top working.

When it has gone offline, is it possible to log onto the hubs gui to see whats happening?

 

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Message 3 of 7 (255 Views)

Re: Broadband Offline Issues

The word offline was one used by Virgin. But all broadband stops working - connections via Ethernet and wifi. The blue lights on the router are all on - not flashing. The only was we realise something is wrong when our mobiles are not connecting to wifi.

I do not understand your second question I'm afraid. Virgin say they cannot check the router when it is offline!

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Message 4 of 7 (485 Views)
Helpful Answer
confirmed by Annette57
‎17-02-2017 17:09

Re: Broadband Offline Issues

when your broadband next stops working try going to 192.168.0.1

if you can then click on 'Check router status' and post what you find here.

and If you can't do this even on a wired connection let us know.

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Registered: ‎17-02-2017
Message 5 of 7 (237 Views)

Re: Broadband Offline Issues

Thank you. I will give it a try when it goes offline again tomorrow.

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Message 6 of 7 (137 Views)

Re: Broadband Offline Issues

[ Edited ]

So the router was offline again this morning. I turned on my computer - naturally, having no internet, I could not get the computer to find the address you gave me - even though it was connected via an Ethernet lead.

So, after re-booting the router, internet back, I managed to get onto the Check Router status and found a useful log that shows the errors.

18/02/2017 08:56:44 GMT 18/02/2017 08:56:44 GMT Error (4) 68010302 DHCP WAN IP - ############
18/02/2017 08:55:53 GMT 18/02/2017 08:55:53 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully

The log shows the same set of details for each and every day that I have found no internet access each morning.

Does this help? I cannot have broadband that keeps turning itself off every night.

[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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Message 7 of 7 (24 Views)

Re: Broadband Offline Issues

Hi Annette57,

 

Welcome to the Community!

 

Really sorry to hear you're having trouble with your connection.

 

I've located your account and I can see you've got a technician booked to check this out for you. Let me know how the appointment goes and give me a shout if you need anything else.

 

All the best! Smiley Very Happy

 

Josh


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


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