For the last two weeks we keep losing our internet connection.
I have used the app to report the fault, messaged and phoned.
We need to perform a factory reset at least once every 24 hours, but since it then works I seem unable to get support to resolve the root cause.
I have currently been on the phone for 30 plus minutes trying to speak to someone again, but still without any joy.
Any help or suggestions welcomed.
Lets see the connection data - can you do this...
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Post up your Hub/network connection details in the format below and someone will check to see if there is a problem there. In your browser’s URL type in 192.168.0.1 if in router mode or 192.168.100.1 if in modem mode. 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 in the Downstream tab, the 2 in the Upstream tab, & 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
Forum TeamHello Winglightred,
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. How have things been running since you last posted, have you seen any improvements or been able to do the things that jbrennand suggested?
If you're still having issues, please let us know and we can help further.
Kind Regards,
Steven_L
