I am having an intermittent problem with my Router/Broadband and I am trying to work out where the fault lies before trying to explain it to the call center tech team.
I have a Superhub 2ac. Software V1.01.11 Hardware 1.03
So what happens is that I randomly lose the Internet to all the devices on my network. This includes direct ethernet connected PC's and NAS boxes, indirect connection to a media center using a Powerline and wireless devices on both 5Ghz and 2.4Ghz. The LAN network via the router still works and I can still access devices across it.
Via the GUI I can see that the WAN IP remains static, the session time for the router does not reset. On my Windows 10 units I see the wireless connection remain intact, but a loss of connection to the Internet.
The first I know it happening is when my Internet gaming dies, Google Drive starts hunting for a connection, or my FTP cloud transfer fails, or my web browser refuses to load a page. When I am on the computer for a period of time I can see it sometimes happen a few times an hour, sometimes I have a few hours between occurrences.
As it is plugged into a surge protected strip, it appears none of the other devices have any sort of power blip.
So what have I already done:
Rebooted the device using the GUI
Power cycled the device with a 60 second disconnection
Ensured that the TV service does not get affected (albeit stuck on Disney Junior for hours a day, I wish it would)
I am not entirely sure where I should be troubleshooting. Does anyone have any ideas?
So, with the new Superhub 2ac (I also still have the old one - never received a returning envelope) I am starting to get this fault again but with a slight twist.
I am randomly, although more frequently over the last few weeks, getting kicked off of the wifi element of my router. I am not sure on the ethernet connection as I am using the wi-fi downstairs and the computer is in my 'home office'. By the time I would get up there any connection would have reset itself.
What is happening this time though appears to be that I am only getting kicked off the 5G connection. I immediately check my wireless networks and can still see the 5G and 2G networks and if I immediately go to reconnect to the 5G I get "Can't connect to the network" from Windows 10.
I can't have a Superhub with the same fault so soon after being replaced? Surely?
Thanks for letting us know that since changing your Super Hub, you've started losing the WiFi connection. I apologise for any inconvenience caused.
I have tested the connection from here and I can see that your connection looks great! No errors or time outs inside the Hubs logs and all of the power levels are within the preferred ranges.
Are you still having these issues? If so, have you tried changing the wireless channels?
Also, could you please respond to me here with a recent copy of your Hubs logs for me to look at, you can find these by opening your internet browser and typing 192.168.0.1 into the address bar, before logging in, it will say 'Router Status' in the top right hand corner. Click there and all the information needed is inside.
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