Forum Discussion

Andy_J's avatar
Andy_J
Joining in
2 months ago

Full WiFi signal but no internet

Team,

My WiFi on all devices shows full signal but we can’t get the internet on them. 

This happens on and off throughout the day. We get nothing and then suddenly it comes on line again for a short period before disappearing. I have reboot the router and also done a factory reset. That only provides a short respite before it goes again. 

I have run a test which shows a broadband and TV issue in my house setup. Got to be the router yet again.

I’ve given up trying to phone VM; 26 mins on hold today with no answer. The Bot Chat is useless and only provides what is on their website. 

Hoping someone from VM is still monitoring these forums and will PM me so we can fix this issue which I suspect needs a replacement router. 

Thanks. 

Andy

    • Andy_J's avatar
      Andy_J
      Joining in
      2 months ago

      South London. 

      Been like this, on and off, for days now. 

  • Tudor's avatar
    Tudor
    Very Insightful Person
    2 months ago

    Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.
    VM staff do monitor the forum, but it can take up to 2 days before they get to a post.

    The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post. This board is not a fault reporting system.

  • Tigsteroonie's avatar
    Tigsteroonie
    Dialled in
    2 months ago

    Area faults line (thank you for number) says no faults. Online status checker wont tell me anything other than I have an engineer booked (which was the offer this morning). I don't wish to lose the will to live by trying to.phone them today, Andy said he gave up at 20-something minutes; I've waited over an hour in similar circumstances 

  • legacy1's avatar
    legacy1
    Alessandro Volta
    2 months ago

    like many its a faulty hub and VM can't replace them fast enough so your luck on getting a new one if they know its faulty will be a wait.

    if the ethernet ports work fine you can get your own wifi router with 1Gb ports and put hub in modem mode

        

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 months ago

    Can you post the Hub’s power levels and network log please.  It may show up what the issue is.

  • Tudor's avatar
    Tudor
    Very Insightful Person
    2 months ago

    Provide a full set of debugging info:

     

    Set up a Broadband Quality Monitor (BQM), get your WAN IP address from http://whatsmyip.com then use http://www.thinkbroadband.com/ping/monitors.html

     

    If in router mode (when not using your own router) run the VM approved speed test from htps://samknows.com/realspeed

     

    Provide a full set of stats and log from the hub:

     

    Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

    • Click on the “> Check router status” button
    • Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
    • Click on the “Upstream” tab, copy the text and paste into your reply
    • Click on the “Networking” tab, copy the text and paste into your reply.
      • Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.

    Lastly if the downstream T3 errors are high, say lots of numbers greater than 50, 1) power off the hub, 2) after 1 minute power on the hub 3) after 2 hours take another set of stats. This can show how quickly the errors are occurring and indicate if there is noise ingress present.

  • Andy_J's avatar
    Andy_J
    Joining in
    2 months ago

    Thanks all for advice,

    The WiFi problem has got worse and managed to get thru’ to a most helpful chap in VM. He ran some checks and eventually agreed it has all the hallmarks of a hardware (router) issue. As I suspected. 

    A new router has now been ordered which I will set up myself to speed things along. 

    Hopefully sorted very soon. 👍

    Andy