Forum Discussion

stevej47's avatar
stevej47
Up to speed
9 months ago

Intermittent dropouts

We are experiencing pixelation on our to service, any channel we are on, and dropouts on the internet. This has been going on for a while. The Wi-Fi was the worst, so we put the router into modem mod...
Alex_RM's avatar
Alex_RM
Forum Team
9 months ago

Hi stevej47,

Thanks for posting, and sorry to hear you've had some connection issues. We've had a look at things from our side and can see it's been some time since the hub was last rebooted. 

Can you please do this and report back on if there is any improvement?

Alex_Rm

stevej47's avatar
stevej47
Up to speed
9 months ago

The hub is not the issue here. The hub does not feed my V6 box, yet TV pixelates. For me, the signals are either poor, or the splitter is poor as this is effecting both services. Can you check signal strength, or book an engineer please? 

  • RT123's avatar
    RT123
    Up to speed
    9 months ago

    You did mention WiFi issues alongside the TV pixelation issues (even with using TP-Link Decos with the Hub in modern mode) 

    Can see you’ve said the issues are on all TV channels.

    I’m not a VM staff member (so cannot really help with the TV issues) but I (or one of the other community members) would be happy to take a look at the logs from 192.168.100.1 (although VM will want the VM hub acting as the router for testing purposes - surprised they didn’t ask for this to be done)

    • stevej47's avatar
      stevej47
      Up to speed
      9 months ago

      Had it just been the WiFi, I would agree with you, but this is everything. My work Intel NUC has a constant test on the network running and there are plenty of dropouts recorded. WiFi is poor on personal laptop, and TV pixelates. For me it all comes down to the feed and not the hub, or the Deco units. 

      I am surprised that no staff has offered any help here other than the 'on/off' method. Certainly considering the time this thread has been open now. 

      • RT123's avatar
        RT123
        Up to speed
        9 months ago

        100% agree - I wouldn’t be happy either.

        If you go to 192.168.100.1  and post the upstream, downstream and network logs from ‘check router status’ I might be able to provide some insight into what’s causing the issues with the BB. If the TV is affecting all channels, I reckon there’s some issues with signal (affecting TV and BB)

        Sometimes the VM team like to ignore obvious issues