Forum Discussion

123458's avatar
123458
On our wavelength
7 days ago

Reposting as VM not responding

I'm reposting an answer I gave to VM over a week ago and am receiving no response to. Pretty appalling customer service.

Hi and thanks for your reply. I've checked and all cables are secure. I am not using a third party router. I've got a hub 3 which is a few years old. No red light on the front - it's white. 

I am having issues with all wireless devices. Android, IPhone, Google smart speakers, Chromebook and Windows laptop. All randomly disconnect. I reboot the hub and the devices but this does not always work. I have 2 pods which I also reboot when I reboot the hub. 

Can someone pick this up please. I'm getting constant disconnections and it's  beyond a joke now. You can read the full details of my issues on my previous posts. 

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    7 days ago

    Can we check...

    Are your issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables?  If you don't know, can you check on one to help diagnose whether it is just a wifi connection issue or it could be network connection/Hub related?

    Then do this...

    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 from the Downstream, 2 from the Upstream, &  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

    • 123458's avatar
      123458
      On our wavelength
      7 days ago

      Hi and thanks for taking the time to answer. Problem is on wifi devices only and randomly affecting everything chromebooks phones smart speakers firestick etc (and firestick sits within 6 inches of hub!)  I'll look at setting up the monitor as suggested. Tbh I thought VM would have done this remotely however recent experience is showing me they aren't really interested in helping customers and problem resolution. 

      • Kath_P's avatar
        Kath_P
        Forum Team
        5 days ago

        Hi 123458, 

        Thanks for coming back to us in the Community. 

        I can see you've already sent a private message to my colleague who was originally helping you to resolve this. 

        We'll leave this with them to avoid multiple agents working on the same thing 🙂 They will be in touch with you when back on shift. It's worth noting that we're not a live chat team and it can take us a few days to come back to you. We always aim to come back to you as soon as possible though.

        Thanks, 

  • Client62's avatar
    Client62
    Alessandro Volta
    7 days ago

    Check the Upstream & Downstream status tabs of the Hub 3 to make quite certain the power levels are in the preferred range and the error counts are not rising. 

    For our Hub 3, stable Wi-Fi comes from : 

    1)  Not having the VM Connect app installed on any device.
    2) Disable Wireless Channel Optimization aka Smart Wi-Fi
    3) Set 2.4GHz Wi-Fi to use fixed channel 1 or 6 or 11 only
    4) Set 5GHz Wi-Fi to use fixed channel 36 or 44

  • legacy1's avatar
    legacy1
    Alessandro Volta
    7 days ago

    BQM will show fine

    VM for many years think they can do a better job of given us a router and they can't they blame are 3rd party routers and yet here you are using router mode and VM want nothing to do with you.

    It be a simple move for VM to do modems as your service and supply if ask a better router even if it cost you £x month.

    But you have the option to put hub in modem mode and get your own wifi router with 1Gb ports