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Dominique1992's avatar
Dominique1992
Joining in
9 months ago

Wifi Hub3 not working - white light or flashing green, no devices connecting

Hi, 

I have a Hub3 and for the past 6 months or so, all my devices will regularly disconnect and the hub base light will change to red, then the flashing green lights begin signifying 'software update'. Despite resetting and restarting, this doesn't resolve the issue, and I can be without internet for over 7 hours whilst the issue resolves itself. I've checked all the cables and moved the hub away from other things and the windows incase it's a heat thing. It isn't.

This happened multiple times a week. Multiple times a day.

I have been sent a replacement hub, and on day 1 of using it I have had the same issues. I restarted the hub and my devices were able to connect again. Day 2 - same thing happened. 

If the hub is saying its working and yet all my devices lose connection, what on earth is the problem? 

I am seconds away from changing provider because this is unreliable service and I was only able to get a replacement hub after complaining TWICE about this issue.

Exactly what is the issue? Can it be resolved? Does an engineer need to come? If not, then I am changing to plusnet or  someone else who charges less and can at least guarantee I can work from home!

9 Replies

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  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    9 months ago

    Post your network log and all the power levels from the Hub.  Setup a BQM to monitor and record the circuit

    www.thinkbroadband.com/ping

    Post the link to the shared graph.  Once done we can comment further.

  • Dominique1992's avatar
    Dominique1992
    Joining in
    9 months ago

    I don't understand what you're asking. Post where? here? post the link to the shared graph? what shared graph?

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    9 months ago

    The network log and power levels are shown in the Hubs admin console http://192.168.0.1

    The BQM will generate a link to your shared graph. Post the link in your reply.  The link you did share is not the correct one, sorry.

  • Dominique1992's avatar
    Dominique1992
    Joining in
    9 months ago

    Yes I already accessed the admin console and did a network diagnostic. It said to check my cables are connected and I've checked and re-checked, and tightened the bolt, held it in place etc.  

    https://www.thinkbroadband.com/broadband/monitoring/quality/share/819968f61adf532ebd33a8dd94eda0c8ab20d80a
  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    9 months ago

    You need to post the power level figures and network log so users can comment.  As for the BQM you need to allow your router to respond to pings.  At the moment it's just showing a block of red.

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    9 months ago

    To get the log and power levels, you don't need to log into the Hub.  There is a link called Router Status.  All the information is there.  From memory the respond to ping (ICMP) is in the Firewall section?