Forum Discussion

Mugz47's avatar
Mugz47
On our wavelength
2 years ago

Connection dropping

After a lot of years with any problems, my connection started dropping at random times. A very helpful engineer came and checked every single thing and said was ok. After a couple of weeks, it has started again. The trouble is, often when it is being tested, it hasn't dropped so shows as full connection. I am not sure what to do next, I wondered if it was the hub, every time I get in touch on app, the connection is tested and says ok. It is only last couple of months I have had this problem, but trying to get in touch on phone to explain is impossible - any ideas?  Thanks

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  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    2 years ago

    Just to clarify first....

    Can we check… 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?

    • Mugz47's avatar
      Mugz47
      On our wavelength
      2 years ago

      This is a hub 3, light is usual constant white. Happens on both wifi and ethernet.

  • Daniel_Et's avatar
    Daniel_Et
    Icon for Forum Team rankForum Team
    2 years ago

    Hi Mugz47, thank you for your post.

    We're sorry to hear about the problem you're experiencing 😔

    In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

    If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

    Thank you for your support jbrennand 👍

    Regards,
    Daniel

    • Mugz47's avatar
      Mugz47
      On our wavelength
      2 years ago

      Hi, Have sent an answer, thanks.

    • Mugz47's avatar
      Mugz47
      On our wavelength
      2 years ago

      Hi, I  have sent an answer, thanks

  • Mugz47's avatar
    Mugz47
    On our wavelength
    2 years ago

    The hub is connected by ethernet, and lights stay constant.

    • Ashleigh_C's avatar
      Ashleigh_C
      Icon for Forum Team rankForum Team
      2 years ago

      Thank you Mugz47 

      I can see out staff member has popped you a private message to take a closer look into this with you. Please do respond to them and they will do all they can to assist via the PM.