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paddydog
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Connection drop outs

My superhub 3 keeps dropping connection. It starts dropping out for a moment every few minutes then increasing regularly.

Have done the usual trouble shooting: restart, full reset, check with multiple devices, etc. Nothing solving it and it causing me major problems for working from home, drops outs while presenting Teams/Zoom calls, VPN keeps dropping and so on.

Went though the various online checks, all claim everything works; went though the phone process, that just asked me to restart again. I have restarted the hub dozens of time in the last few weeks and the issue is recurring each time, more recently after a few hours and today it did not go away at all after a reboot.

I would really like to have sensible conversation with someone, not get redirected to a call centre which blindly makes me walk though the same trouble shooting I have already done. Can I get a call back from someone?

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lotharmat
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Message 2 of 15
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Re: Connection drop outs

Is it on WiFi, Ethernet or both?



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Hub 3 - Modem Mode - TP-Link Archer C7

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paddydog
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Message 3 of 15
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Re: Connection drop outs

All machines on wifi

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lotharmat
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Re: Connection drop outs

Can you test an ethernet device to see if that is still working?

My hub did this BTW - Just WiFi - al devices at the same time for anywhere between 20 seconds to 3 minutes!

I ended up filling in an online complaint form and telling the nice lady who called me back (within 2 days) that it was just WiFi and all of them at the same time and that ethernet was fine

VM Sent out a new hub 3 which solved this issue.

I still ended up getting my own router though as the Hubs are notoriously bad it would seem from a routing angle - fine as modems but terrible for WiFi.



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Hub 3 - Modem Mode - TP-Link Archer C7

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paddydog
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Message 5 of 15
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Re: Connection drop outs

I could but it's a pain. 

I have set up the broadband monitor, same thing you have in you signature. It has been running a couple of hours and I can already see dropped packets. I had a constant ping running in the background and the dropped packets I can see on that roughly match the drops on the external monitor.

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gary_dexter
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Alessandro Volta
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Message 6 of 15
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Re: Connection drop outs

Post the live share to the BQM


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paddydog
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Message 7 of 15
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Re: Connection drop outs

How do I actually contact someone? Where is the complaint form? The phone won't let me through, it just boots me off after telling me to reboot.

As helpful as you people are, I want to talk to someone from VM.

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gary_dexter
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Message 8 of 15
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Re: Connection drop outs

You’ve posted on a community forum.

If you want to speak to a rep you can call in or wait 5-10 days for a forum rep to reply here and not bump your thread.

But they’ll also likely ask for the BQM link so it’s worth  just posting it now anyway 


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Zoie_P
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Message 9 of 15
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Re: Connection drop outs

Hi Paddydog, 

Thanks for your post, 

I am sorry to hear you are having issues. I have managed to locate your account and everything looked fine, I would suggest as @gary_dexter has suggested we would need to see a BQM graph so we can look at your dropouts, you can set on up here  

Zoie

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paddydog
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Message 10 of 15
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Re: Connection drop outs

2021-05-04_10h26_39.png

 

The connection was awful yesterday afternoon and evening again. I assume due to the excessive latency.

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