Hub 3 Internet Keeps Dropping Connection

[clairemac35]

Hi there

We upgraded to virgin internet a couple of months ago and have a Hub 3 box. It worked ok for a short time but then constantly dropped out. We assumed it was due to the wifi signal and so we upgraded to a Google Mesh system but have the same problem with drop out.

I have now gone back and reset the virgin hub to check again that it is a problem with this and not the Google Mesh.  Again the same problem with drop out so at least I know it is a Virgin problem and not the google problem. I thought it might be when you were further away from the hub but it is the same even if you are right next to it.

From reading a few other forums i have disabled Channel Optimisation but still we have the same problem.

Any help would be hugely appreciated as it is incredibly frustrating! When it works it is great but we can't just have constant drop outs!

Thank you in advance

[gary_dexter · Accepted solution]

What’s dropping?

Wired or wireless connections?

Do the lights on the hub change?

[clairemac35]

Thanks for the quick reply

Wireless connections - the lights don't change on the hub and the wireless signal bar on devices stays strong...

[jbrennand · Accepted solution]

Did you also rename the SSID's individually to separate them? If not do so.

If that doesnt sort it, and your wired connections are fine, you should consider ditching the Hub3's poor wifi and getting your own (superior) wireless equipment

[clairemac35]

Thanks John

I have now renamed the SSID's but after just a few minutes it seems like it is still dropping out. Should I hide one of them?

Re investing in our own superior equipment this is what I thought I had done with the google mesh equipment but we were also getting dropout with that so I reverted back to see if if was a virgin problem. It is so strange as the same problem seems to be happening with both types of equipment. I had changed the virgin router to modem mode. Could there be another problem?

Thank you

Claire

[gary_dexter · Accepted solution]

Does everything drop at the same time?

[clairemac35]

Yes it seems that way - I have things like google nest cams, Sonos etc and they all stop along with phones, laptops and iPads.

The only thing I think seems to hold on a little bit better is the tv if it is streaming something but not all the time...🤷‍♀️

[clairemac35]

After a couple of hours this morning it seems that the 5GHz channel is working ok (using this on my laptop) but the 2.4GHz one is struggling on my phone...does anyone have any thoughts on this?

Thank you in advance...

[jbrennand]

Might actually be a Hub or connection problem rather that just wifi as I thought you said. Lets take a look.

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, and that the internal wiring is ok with no kinking or chaffing. Also check that all looks good with the outside cabling and wall box.

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/text at bottom-middle of first page up 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.
If you just see a wall of "red" then your Hub is not accepting the "pings" - make sure you uncheck the “ignore ping from WAN side” box in the settings - note it will take an hour or two to start seeing a sensible picture.

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

[clairemac35]

Thanks for your post

The connections are all ok and I have set up the broadband quality monitor 

The connection details are as below (and in next post as it exceeded character limit) - hope they make sense to someone!

Thank you again!

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	227000000	2	37	256 qam	12
2	203000000	2.4	37	256 qam	9
3	211000000	2.2	37	256 qam	10
4	219000000	2.2	38	256 qam	11
5	235000000	1.9	37	256 qam	13
6	243000000	1.5	37	256 qam	14
7	251000000	1.5	37	256 qam	15
8	259000000	1.5	38	256 qam	16
9	267000000	1.7	38	256 qam	17
10	275000000	1	37	256 qam	18
11	283000000	0	37	256 qam	19
12	291000000	0.5	38	256 qam	20
13	299000000	1.7	37	256 qam	21
14	307000000	1.9	38	256 qam	22
15	315000000	2	38	256 qam	23
16	323000000	2.2	37	256 qam	24
17	331000000	2.4	38	256 qam	25
18	339000000	2.2	37	256 qam	26
19	347000000	1.9	37	256 qam	27
20	355000000	2	38	256 qam	28
21	363000000	2	38	256 qam	29
22	371000000	2	37	256 qam	30
23	379000000	1.9	37	256 qam	31
24	387000000	2.2	38	256 qam	32

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	37.6	20	0
2	Locked	37.6	12	0
3	Locked	37.6	14	0
4	Locked	38.9	8	0
5	Locked	37.6	8	0
6	Locked	37.6	9	0
7	Locked	37.3	9	0
8	Locked	38.9	11	0
9	Locked	38.6	9	0
10	Locked	37.6	18	0
11	Locked	37.6	18	0
12	Locked	38.6	13	0
13	Locked	37.6	5	0
14	Locked	38.6	4	0
15	Locked	38.9	9	0
16	Locked	37.6	26	0
17	Locked	38.6	23	0
18	Locked	37.6	21	0
19	Locked	37.6	27	0
20	Locked	38.6	22	0
21	Locked	38.6	5	0
22	Locked	37.6	4	0
23	Locked	37.6	13	0
24	Locked	38.6	22	0