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Box doesn’t work between 6 and 9

My internet doesn’t work between the hours of 6pm and 9pm almost every single night. I called VM and I was told the only way to fix my not working internet was to buy a monthly addition wireless router booster. Which I do not need. I need my WiFi to work between the hours of 6 and 9. Reset the box. Ran all the tests. This has been ongoing for 3/4 weeks.

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Re: Box doesn’t work between 6 and 9

Have you tried using a cable to try and narrow down the problem? 

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Re: Box doesn’t work between 6 and 9

But does it work if you connect a device to the Hub by ethernet cable? If you dont know can you test it?

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John
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My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Box doesn’t work between 6 and 9

Yes. It’s not connecting to anything. It’s not intermittent. It will not connect. At all. Between these hours. The box will not stop flashing. I have run every test possible. 

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Re: Box doesn’t work between 6 and 9

What do you mean the box won't stop flashing ? Can you login to the web portal at 192.168.0.1 ? Can you click the "Check router status" ? If so, what does it say? 

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Re: Box doesn’t work between 6 and 9

Have you checked for “known network faults”?

As well as trying the “check service,” Area status webpage", there is also a Service Status number - 0800 561 0061 - which usually tells you of more local issues down to postcode level (that may not be listed on the Area Status web page which usually covers 1000’s of customers) - that may give you more info, but even that wont cover problems affecting just a few customers.

If nothing shows on there, try calling it in as a fault (on 150 VM line - or 0345 454 1111 others) and see what they say when they test your connection and if possible, get a fault reference number – the UK call center is still picking up.

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John
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My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Box doesn’t work between 6 and 9

I have phoned it in before and the women wasn’t helpful and tried very hard to make me purchase a booster when it’s not a connection issue on my end but the box itself

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Re: Box doesn’t work between 6 and 9

ok - lets see the data - do this....

First do a quick check that all of your coax connections are in nice and "finger" tight at the Hub and wall box and at any splitters/attenuators/etc with no “unterminated loose ends – disconnect then and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box.

Then do a Hub “pinhole reset” - with the Hub "switched on" throughout, press pin in firmly and hold for 60 seconds – release pin then leave 10’ to stabilise. Make sure passwords on Hub sticker are still there and legible first!)

If that’s all good.... Post up your Hub/network connection details and someone will check to see if there is a problem there. In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before] click on the “router status” icon at top right (SH2’s) or text at bottom-middle of first page up (Hub3) NOT the login button and then copy/paste 3 FULL sets of data onto here – from the Downstream, Upstream, & 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 a second time).

Also, in the meantime. Set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts - 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 an hour or two to start seeing a sensible picture.

https://www.thinkbroadband.com/broadband/monitoring/quality

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John
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My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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