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emlou74's avatar
emlou74
Joining in
5 days ago

Loss of internet to all devices but Hub5 white light on no event in hub logs

Yesterday we suffered a 37 minute loss of internet to all devices but the Hub5 was displaying a solid white light. Checked the Hub network logs and no outage listed. This happened last month and VS engineers swapped router for a new one. 

Had a smaller internet outage earlier this afternoon which was picked up on Fing but not the Hub logs. 

When running a network test via the hub, always states 'your home network has a few problems' with wifi connections and ethernet connections but there is no facility to troubleshoot these. 

We need a stable connection for remotely invigilated exams being sat at home.. any thoughts or should I just book an engineer?

TIA

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  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    3 days ago

    Hello emlou74 
    Thanks for posting and welcome to the community. Sorry for any Broadband issues. From a system check there's no reported issues and a diagnostic check shows the service to be working as expected today. Please make sure the cable in your wall socket and in the bottom of the Hub are securely pushed in. Please don’t try to remove the cabling as this may damage it. After checking all cables connected to the Hub are connected securely please turn your Hub off and back on again using the power switch on the back. 
    If that doesn't solve it, are you using any additional network equipment such as network switches?
    Best,

    • emlou74's avatar
      emlou74
      Joining in
      3 days ago

      Hi @John_GS 

      We're not using any additional network equipment, just Fing as a monitoring tool. I noticed 3 separate events today with total loss of internet which was logged by Fing but not showing in the Hub5 logs.

      Fing reported the following warning: "Connectivity warning in VMxxx: DHCP is not healthy."

      I have rebooted the Hub twice today once via the VS app and am rather concerned that this may be intermittent issue so not picked up at the VS end.

      My daughter has a three hour exam next week and has to be connected to the remote invigilation service for the duration, the outage last Friday was accepted but another such issue will likely mean she forfeits the exam.

      Any help is greatly received!    

      • John_GS's avatar
        John_GS
        Icon for Forum Team rankForum Team
        11 hours ago

        Hi emlou74 

        Thanks for coming back to us and confirming.

        The performance tests for disconnections, latency and packet loss to your Hub are as expected, showing there is no fault with the connection from our network to your Hub. Have you done a PIN reset at all on your Router?

        Best wishes.

  • legacy1's avatar
    legacy1
    Alessandro Volta
    11 hours ago

    Sounds like you be better off not using the hub as a router and put it in modem mode with your own better tested 3rd party router with 1Gb ports