Forum Discussion

LewissCharles's avatar
LewissCharles
Joining in
9 hours ago

HUB 5 Losing Connection daily for hours

I have 1gig broadband. I recently had a hub 5 installed due to the hub 4 losing speed (sometimes down to just 10%) and since the install have had the connection to the internet drop every day. This has been ongoing for a week. I had an engineer out to replace the hub 4 and have since had another engineer out to try and fix the problem with disconnects. Still the same problems. The internet has gone off at around 2pm for the last two days but at other times as well. I've tried reboots, factory resets, modem mode etc and nothing will get it back online once the internet drops. I basically have to leave it until the next morning to get the internet again for a few hours until it drops again. Does anyone from Virgin have any idea what might be causing this? I have another engineer booked but it feels like no end in sight and will have to look at moving to another provider. Thanks to anyone who has any tips. The last engineer tightened up all the connectors and even replaced the connector at the cabinet. He thinks doing all of that might've messed with the signal power but I'm not convinced.

5 Replies

  • LewissCharles's avatar
    LewissCharles
    Joining in
    4 hours ago

    Wrong link, here's the right one: 

     

    https://www.thinkbroadband.com/broadband/monitoring/quality/share/e740f608c993ed4154afde77acbffad6f0492f36

  • LewissCharles's avatar
    LewissCharles
    Joining in
    5 hours ago

    https://www.thinkbroadband.com/broadband/monitoring/quality/share/4efc1829f124a68a99383eba3c44a7ff5d6e70f0

  • LewissCharles's avatar
    LewissCharles
    Joining in
    9 hours ago

    Immediately after the internet drops it flashes red, then eventually it will flash blue permanently.

    • jbrennand's avatar
      jbrennand
      Very Insightful Person
      6 hours ago

      Can you 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