Forum Discussion

FlatAccount13's avatar
FlatAccount13
Joining in
27 days ago

Unable to book an engineer visit - Intermittent connection

Not the account holder, able to ask them to verify security questions ect.

We've been having intermittent connection for a few weeks now and it has worsened the last few days. Around every 20 to 30 minutes during the daytime the hub disconnects for around a minute, this began mid December.

So far we have: Checked all wired connections within the property, restarted the hub many times, checked the issue online (which tells us to try and wait 24 hours, although it's been going on much longer), called the helpline (which just sends us to the website with the 24 hour countdown), started an internet quality monitor (which coincides with the hubs critical output of generic loss of connection messages).

It's become obvious that the only solution is for an engineer to come out, although we cannot book one until late tonight through the website, seems like a complete waste of time to wait, is there anyway to book an engineer now?

  • Upon further review it is impossible to circumvent this 24 hour wait for this issue, hopefully my post helps others in future.

  • jbrennand's avatar
    jbrennand
    Very Insightful Person

    Are the issues also evident on ethernet cable connected devices?

    See this and lets see if we can spot any issues on the connection...

    _________

    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