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Gazz18
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HELP! Persistent Connection Dropout

Hello everyone

I’m having massive persistent connection drop outs on my Hub 3, had this on 100Mb and 200mb packages, all devices stay connected but lose internet access. I’ve had VM out and they have moved the Hub and said it’s because of too many devices (I only have 15 devices!) I’m about to walk away as VM don’t seem interested as done all the resets a million times trying to fix this but it’s driving me mad! 

photos of logs, upstream, downstream
config etc attached

Any help would be appreciated!

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jbrennand
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Re: HELP! Persistent Connection Dropout

Are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection related?

And what are the various Hub lights showing/doing when this happens?

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John
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I do not work for VM. 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Gazz18
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Re: HELP! Persistent Connection Dropout

Thanks for reply John

The connection issue is for WIFI & Ethernet connections.

Lights on Hub 3 stay stable - solid white.

I wondered if it was a Latency issue as when pinging connection, getting response for 5-10 pings then drop for 2-3 pings and back again?

Did you see anything on the logs etc that could be an issue?

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Gazz18
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Re: HELP! Persistent Connection Dropout

F6089F42-1CD6-4CBE-8818-C2A6D74E9815.jpeg

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jbrennand
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Re: HELP! Persistent Connection Dropout

Hard to tell - my agieng eyes cant tell - you need to post this way..
--------------------------
Copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. 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.

Also, in the meantime... If you haven’t already, set up a free and secure “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” (as per instructions on the TB website) when it starts to develop.

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

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John
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I do not work for VM. 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Sasha_W
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Helpful Answer

Re: HELP! Persistent Connection Dropout

Hi @Gazz18

 

thanks for reporting this on here, 

sorry to hear of these issues that you're having we will try and get this resolved for you. 

I have taken a look over your account and can see that there are no network outages or faults on your account. However, I can see that you haven't rebooted your hub in over a few weeks, so it might be an idea to reboot or pin hole reset your hub to see if this works. I do understand that you have carried this out a lot but I just want to see if this makes a difference. 

Please do let us know if you see any changes when you do this. 

Do you also get these drop outs on all your devices or is it just a few that experience it? 

Have you also tried to use a different ethernet cable to the hub? 

 

Many thanks, 

Sasha 

 

Sasha - Forum Team


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Gazz18
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Re: HELP! Persistent Connection Dropout

Thanks Sasha

I was actually posting on my Brother in Law’s behalf as he’s having a nightmare with his VM and not very tech savvy. The screen shots were from his hub.

Is there anyway you could look into his account as mine is actually fine! 

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Sasha_W
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Re: HELP! Persistent Connection Dropout

HI @Gazz18

 

I can do as long as you know some details and he's happy for me to do so. 

 

I will Private message you with some of the details so I can get the account information. 

 

Many thanks, 

Sasha 

Sasha - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


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