hi, I have a hub 4 M250 and tv360 which is connected via ethernet. I also have a stand alone smart tv which is also ethernet connected, The Internet connection via WIFI and ethernet intermittently stops working, I have a strong WiFi connection with the hub and it is the hub connection to the internet that is the problem, On WiFi I can go to settings on my phone, disconnect and connect the internet and immediately restore service. With the TV360 box and the stand alone TV the external apps will freeze randomly and it is not often we get to watch a whole movie without interruption.I have a Hive connected via ethernet and a tp-link power line for the TV's as well as WiFi extenders connected via WiFi, There are also 3 laptops/chrome books in the household, 3 mobiles, 2Tablets, Hp multifunction printer,Any insight as to what might be causing the issue and how to correct would be appreciated. regards john

The BQM URL doesn't work. The stats are perfectly good at the point you took them.Could you please repeat: What is your problem now? As I understood it, your wired TV connections when using external apps (e.g. Apple TV?) would not stream well. You mention a standalone TV which is wired to your router and streaming onto this TV is a poor experience. From this you deduce that the circuit is the problem. You're probably right but catching the problem is the challenge.

intermittent internet connection on WIFI and ethernet connections

19 Replies

Zach_R
Forum Team (Retired)
9 months ago
Hi jayhcee,

Thank you for your post and welcome back to our community forums. We're here to help.

I'm sorry to hear you've been having some issues with your broadband connection recently. Are these ongoing today? If so, have you noticed any kind of pattern as to when the issues occur?

Thanks,
jayhcee
On our wavelength
9 months ago
Hi @Zach_R
Thanks for reply, this has been an ongoing issue for over a year and happens daily. No real pattern exists. with regard my mobile it seems to happen after a period of idle, a quick trip to settings and disconnect from hub and immediately reconnect and I immediately have internet back . with both TV's whilst using external apps, iPlayer, ITVX etc, I rarely get through a 40min playback any time of day without the internet connection being lost. The picture freezes then the sound drops some seconds later, circle of doom starts and it can be 10 - 15 mins later before I can reconnect. This can be any time during the stream. I have tried switching to another player but nothing will load, so it would not appear to be the apps themselves which are not behaving.
Regards

John
- Tom_W1
  Forum Team
  9 months ago
  Hi jayhcee thanks for your reply.
  
  So we've ran some checks and there doesn't appear to be any issues on the line currently so all should be working correctly.
  
  Approximately how many devices do you have on at one time on the WiFi as this may be a factor too? Additionally, we'd advise rebooting the Hub as it does seem to be a while since this has happened.
  
  We hope this helps and please report back to us.
  
  Many thanks
  - jayhcee
    On our wavelength
    9 months ago
    Hi .@Tom_W1,
    Thank you, I reset the hub using the online broadband trouble shooter , however within half an hour the TV (ETHERNET CONNECTED) froze and lost connection, it can take up to 15 mins to re connect. Maximum of 3 mobile phones connected at any given time, maximum 1 tablet and 3 laptop/chrome book connected at any time, but unusual for all to be connected at same time. There is a Hive connected by ethernet and 2 TV although only 1 at a time using internet, there is also a HP deskjet plus 4122 printer connected by WiFi. TV ethernet connection is through TP-Link powerline and I also have a TP-Link WiFi extender. I have tried to resolve several times by contact with virginmedia and an engineer even came out but was unable to find any fault as you also discovered, however it still continues to disrupt viewing and internet usage.
    
    regards
    
    John

Sephiroth

Alessandro Volta

8 months ago

This could well lie in broadband circuit itself. Therefore a couple of diagnostic measures would help:

Set up a Thinkbroadband BQM (google that) and post the graph after 24 hours that coincide with the breaks you are experiencing.

Please post your downstream, upstream and Network logs from the Hub's GUI. This will tell us very quicklyu whether eyebrows need to be raised on signal/noise levels.

Btw, for what it's worth, my TVs (apart from one connected directly to the TV360 box) are also fed by Powerline adaptors and I'm very satisfied with the solution.

Finally, does the freeze happen to a TV that is directly connected to the TV360 box?

jayhcee
On our wavelength
8 months ago
Hi Sephiroth,
thanks for your insight. I have set up a BQM as suggested. I will update in a day or two.
The TV connected to V360 has suffered when connected via powerline when accessing external apps, as use is not very frequent unable to comment on current situation.

regards

John

jayhcee

On our wavelength

7 months ago

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/9da2ca8b24460e8e51221cbf3f91f4fa31d5b2b9-01-10-2024]My Broadband Ping[/url]

BQM and downstream log

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	139000000	3.8	40.4	QAM256	1
2	147000000	2.8	40.9	QAM256	2
3	155000000	2.2	40.9	QAM256	3
4	163000000	2	40.4	QAM256	4
5	171000000	1.9	40.9	QAM256	5
8	195000000	1.6	40.9	QAM256	8
9	203000000	1.7	40.4	QAM256	9
12	227000000	1.5	38.6	QAM256	12
13	235000000	1.5	40.9	QAM256	13
15	251000000	1.2	40.4	QAM256	15
16	259000000	1.2	40.4	QAM256	16
17	267000000	1.2	40.4	QAM256	17
18	275000000	1.4	40.9	QAM256	18
19	283000000	0.9	40.4	QAM256	19
20	291000000	0.7	40.9	QAM256	20
21	299000000	1	40.4	QAM256	21
22	307000000	1.3	40.9	QAM256	22
23	315000000	1.5	40.9	QAM256	23
24	323000000	1.5	40.4	QAM256	24
25	331000000	1.2	40.4	QAM256	25
26	339000000	1.3	40.9	QAM256	26
27	347000000	1.5	40.4	QAM256	27
28	355000000	1	40.4	QAM256	28
29	363000000	0.9	40.4	QAM256	29
30	371000000	1.2	40.4	QAM256	30
31	379000000	1	40.9	QAM256	31
32	387000000	0.8	40.4	QAM256	32
33	395000000	0.6	40.4	QAM256	33
34	403000000	0.4	40.9	QAM256	34
36	419000000	0.4	40.9	QAM256	36
37	523000000	0.1	40.4	QAM256	37
38	531000000	0.2	40.9	QAM256	38

jayhcee
On our wavelength
7 months ago
upstream log

interuption today mid morning 9- 11am
- jayhcee
  On our wavelength
  7 months ago
  
  this time with upstream log
  3.0 Upstream channels
  Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
  1 36600000 45 5120 KSym/sec QAM64 3
  2 23600000 45 5120 KSym/sec QAM64 5
  3 30100000 45 5120 KSym/sec QAM64 4
  4 43100000 45.5 5120 KSym/sec QAM64 2
  5 49600000 46 5120 KSym/sec QAM64 1
  
  3.0 Upstream channels
  Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
  1 ATDMA 0 0 0 0
  2 ATDMA 0 0 0 0
  3 ATDMA 0 0 0 0
  4 ATDMA 0 0 0 0
  5 ATDMA 0 0 0 0
  
  3.1 Upstream channels
  Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
  6 10.0 48.7 2K QAM128
  
  3.1 Upstream channels
  Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
  6 OFDMA 200 53.9 0 0

Sephiroth
Alessandro Volta
7 months ago
The BQM URL doesn't work. The stats are perfectly good at the point you took them.
Could you please repeat: What is your problem now? As I understood it, your wired TV connections when using external apps (e.g. Apple TV?) would not stream well. You mention a standalone TV which is wired to your router and streaming onto this TV is a poor experience. From this you deduce that the circuit is the problem. You're probably right but catching the problem is the challenge.
- legacy1
  Alessandro Volta
  7 months ago
  https://www.thinkbroadband.com/broadband/monitoring/quality/share/9da2ca8b24460e8e51221cbf3f91f4fa31d5b2b9-01-10-2024
- jayhcee
  On our wavelength
  7 months ago
  
  https://www.thinkbroadband.com/broadband/monitoring/quality/share/25af34bb2e63319410657fd96cbead785f0bfcbe-02-10-2024
  Hi, Thank you for quick response.
  This link should work. graph still shows, just, period between 9-11 yesterday when the dropout occurred twice. I now have a months BQM graphs
  
  My issue is still as was, in that my mobile Nokia G11 suffers an intermittent internet outage despite showing good wifi connection. If I disconnect the wifi connection on the phone and immediately reconnect the internet is restored, in addition both a TV connected to TV360 and a standalone TV have suffered from outage and from buffering. Tv connected to 360 has been trouble free for a while however it is only used occasionally for short periods 30 mins or so at a time. The standalone will suffer from buffering/dropout frequently. I have removed the ethernet connections to the TV360 and the standalone TV ( both via powerline) and removed a wifi extender which was not connected to the standalone TV the only other connections to the hub is a Hive connected by ethernet and currently a maximum of 2 phones, a tablet , 2 laptops, 1 printer. Other family members have experienced similar issues with mobile and laptop when connected to the hub, and although they no longer reside here the issue continues. I also use VPN on phone and laptop, could this be an issue?

Forum Discussion

intermittent internet connection on WIFI and ethernet connections

19 Replies

BQM and downstream log

3.0 Downstream channels

this time with upstream log

3.0 Upstream channels

3.0 Upstream channels

3.1 Upstream channels

3.1 Upstream channels

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1	36600000	45	5120 KSym/sec	QAM64	3
2	23600000	45	5120 KSym/sec	QAM64	5
3	30100000	45	5120 KSym/sec	QAM64	4
4	43100000	45.5	5120 KSym/sec	QAM64	2
5	49600000	46	5120 KSym/sec	QAM64	1

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0