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Ashleigh_C
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Message 21 of 29
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Re: Constant loss of connection (wifi & wired) ๐Ÿ˜ž

Hi there @BIG5AM

 

I am so sorry that we have not yet had a response to this, I have sent another email to the field team to chase the issue. I'm so sorry this is taking longer than we would like but I will update you as soon as I have some information for you.

 

Thank you.

Ash_C
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BIG5AM
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Message 22 of 29
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Re: Constant loss of connection (wifi & wired) ๐Ÿ˜ž

2 weeks and still no response?

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Corey_C
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Message 23 of 29
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Re: Constant loss of connection (wifi & wired) ๐Ÿ˜ž

Unfortunately not, BIG5AM, 

 

And unfortunately looking at the connection currently, there are no issues showing.

Can you confirm if you are having these drops if you bypass the switch and have the hub configured in standard mode?

 

Cheers,

Corey C

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BIG5AM
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Message 24 of 29
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Re: Constant loss of connection (wifi & wired) ๐Ÿ˜ž

I can confirm i am still getting drops all the time, as i have been from the beggining.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e551d72146f03d384f27fb0b1e6ff438ee...

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Robert_P
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Message 25 of 29
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Re: Constant loss of connection (wifi & wired) ๐Ÿ˜ž

Sorry to hear the issues are still on-going BIG5AM, we can understand the frustration. I can see that previous agents have reached out to the Area Field Manager to take a look, have you had a visit from them at all? I have chased this with the agents to see if a response was received.

 

The connection from our end looks okay with all of the spec's being in the ranges we'd expect to see, the drops do appear to happen every two hours which is a little strange. Have you noticed this to be the case?

 

Rob

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BIG5AM
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Message 26 of 29
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Re: Constant loss of connection (wifi & wired) ๐Ÿ˜ž

Hi Rob, thanks for getting back.

I've had 3 engineering visits over the past 3 or so months.

Engineer visit 1:

Spoiler
Result: Continued to random drops, problem persistant  

What he did: Replaced SuperHub3 with new one, rewired cables and placed a 'signal adjustment device thingy'  โ€“ (don't know the technical term for it) on the back of the router that the cable from the wall goes into.


Engineer visit 2:

Spoiler
Result: Continued to random drops, problem persistant  

What he did: Removed 'signal adjustment device thingy' that the previous engineer installed, tested and left.


Engineer visit 3:

Spoiler
Result: Continued to random drops, problem persistant  

What he did: Had no background knowledge of my problems, and made no changes to any hardware or wiring, i had to talk him through it all again. He mistook a switch I had for a wireless booster so i had to explain again what my set up actually was.

Wire from wall ----> Hub3 (Modem mode) ----> Eero Mesh Network

The switch mentioned previously is not connected to the router it's connect to the Gateway Node of my Eero Mesh and is used for a limited number of devices only, when the internet drops, internet on all devices in the house drop. wireless and wired.

The engineer didn't have a testing unit with him so couldnt run tests but he called the previous engineer and after that call said "Theres nothing i can do, it looks to be a network issue, i'll get the 'network people' to come and look at the box in the street"

That was 19th of June and still, nothing has changed โ€“ i continue to lose connection randomly, every day โ€“ i've not seen a pattern of every 2 hours, it's more random. Somedays i get good days and only drop once. Other times, it's unusable and makes work a struggle.

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Martin_N
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Message 27 of 29
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Re: Constant loss of connection (wifi & wired) ๐Ÿ˜ž

Thank you for that information BIG5AM. 

 

My colleague who you spoke with last week has advised they will be reaching out the Area Manager again to see what we can do to help resolve this for you. 

 

Once they have more information they will be able to reach out to you. 

 

^Martin

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Ashleigh_C
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Message 28 of 29
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Re: Constant loss of connection (wifi & wired) ๐Ÿ˜ž

Hi there @BIG5AM

 

I am so sorry to hear these issues have been persisting! I have contacted the AFM again and they have requested that we book you in another engineer appointment, I'm so sorry I know this is one of many but as this is what has been recommended by the area field manager it will be the best next step. 

 

I will send you a PM now so we can get this new appointment all booked. Please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message.

 

Thank you. 

Ash_C
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BIG5AM
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Message 29 of 29
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Re: Constant loss of connection (wifi & wired) ๐Ÿ˜ž

Can you confirm that the engineer will have prior knowledge to my problem and have context?

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