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edmlawrence
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Internet drop outs

Hi guys,

I'm having serious probelms with my wifi recently, it cuts out every 15 minutes or so when I'm trying to watch Netflix, game etc. I've gotten used to it but it's really frustrating me now, even when it works consistently the speeds are slow and there are huge lag spike every so often.

I've called up and spoke to someone (can't remember the name) and they said they assessed and fixed everything they could over the phone but this didn't help at all.

I've resorted to buying a wifi extender to see if that helps but it's only helped marginally. I don't know if it's because we have the original Superhub or not but it's really frustrating now.

Any advice would be great, thank you

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kirky2k2
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Message 2 of 13
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Re: Internet drop outs

I'm having the same problem with the super hub 2 today, the horizontal arrows go green instead of blue and I lose connection I found going on the web site and running this test https://my.virginmedia.com/faults/prepare-perform-diagnosis helps for a while but then the problem just comes back.

152MB Fibre Optic Broadband, M+ TV + 1TB TiVo, M Phone
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copperpenny
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Message 3 of 13
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Re: Internet drop outs

I have the same problem, and with the original super hub. It's gone from dropping out every 4 minutes to every 15 minutes or so after a firmware reset by the tech department. It's been going on for 11 days now. I'm using my hub as a modem only, got a separate router that unplugging hasn't helped either. My friend 1.5 miles over, also on Virgin, is affected as well.

I'm currently awaiting a gent from tech support to call me back, but I'm not holding out much hope.

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edmlawrence
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Message 4 of 13
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Re: Internet drop outs

Is this on the wrong forum board? The lack of reply is great.

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Message 5 of 13
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Re: Internet drop outs

Hey Guys,

Sorry to hear about the wireless problems you're having at the moment, I know this can be really frustrating.

I wonder if you've tried changing your wireless channel yet? Often this will help with issues caused by wireless interference.

Would you have a go and let us know if this helps.

Thanks,

Take care.

Heather_J

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edmlawrence
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Message 6 of 13
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Re: Internet drop outs

Hi Jane,

I've tried different channels to no effect multiple times.

Thanks,

Ethan

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Message 7 of 13
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Re: Internet drop outs

Hi there Ethan,

 

Thanks for getting back to us.

 

I appreciate all the checks you have completed so far, but too no avail.

 

Do you know if the internet disconnects when connected via wired?

 

Do any lights change at all on the router? 

 

Have you completed a speed test through a wired device to see what speeds you are achieving?

 

Let us know how you get on

Sam


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edmlawrence
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Message 8 of 13
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Re: Internet drop outs

Hi,

The internet disconnects but less frequently when wired.

The lights don't change on the router.

Conducted a speed test; upload - 31.66Mbps, download 2.4Mbps

Thanks,

Ethan

 

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Message 9 of 13
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Re: Internet drop outs

Hey Ethan,

Thanks for keeping in touch Smiley Happy

I wonder if you're able to set up a BQM? Please set this up so we can take a closer look at your connection.

Hope to hear back from you soon,

Take care.

Heather_J

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edmlawrence
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Message 10 of 13
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Re: Internet drop outs

Hey Heather,

I've set up the BQM, is there anything else I should do?

Thank you,

Ethan

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