Please help Internet dropping signal

[Burstsnoop]

Hiya 

Is anyone else having or had trouble with internet just stopping and then starting again,  I’ve only had virgin 4 weeks the first 2 weeks it didn’t work at all but had team of virgin Tec engineers out and thought it was sorted but sadly not , I run a speed test and it’s really fast but will cut out randomly which is a nightmare when ya have 2 kids streaming I even had to go outside away from the broadband to send this , I’ve tired it all , any advice would be appreciated 

ne6 4xy 

 

[jbrennand]

Two things...

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1)  are your issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check on one to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?
What Hub model is it? What are the various Hub lights showing/doing when this happens if a Hub3 is the base light a steady white(ish) or flashing green?

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2)  Can we take a look at your connection data... can you do this...

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

Also,    If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality

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[Steven_L]

Hey Burstsnoop,

Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your connection at the moment. I have looked into this on our system and cannot see anything that would be causing the issues. Have you tried to reboot your hub since the issues started? 

How often is your connection dropping? To help us to check your connection drops, would you be able to setup a broadband quality monitor as jbrennand suggested on the previous post?

Kind Regards,

Steven_L