Menu
Reply
clairemac35
  • 10
  • 0
  • 1
Tuning in
13,771 Views
Message 1 of 32
Flag for a moderator

Hub 3 Internet Keeps Dropping Connection

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
  • 30.48K
  • 1.89K
  • 4.05K
Alessandro Volta
13,765 Views
Message 2 of 32
Flag for a moderator
Helpful Answer

Re: Hub 3 Internet Keeps Dropping Connection

What’s dropping?

Wired or wireless connections?

Do the lights on the hub change?


*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi
0 Kudos
Reply
clairemac35
  • 10
  • 0
  • 1
Tuning in
13,762 Views
Message 3 of 32
Flag for a moderator

Re: Hub 3 Internet Keeps Dropping Connection

Thanks for the quick reply

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

0 Kudos
Reply
jbrennand
  • 22.45K
  • 2.4K
  • 4K
Very Insightful Person
Very Insightful Person
13,710 Views
Message 4 of 32
Flag for a moderator
Helpful Answer

Re: Hub 3 Internet Keeps Dropping Connection

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

--------------------
John
--------------------

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.
0 Kudos
Reply
clairemac35
  • 10
  • 0
  • 1
Tuning in
13,676 Views
Message 5 of 32
Flag for a moderator

Re: Hub 3 Internet Keeps Dropping Connection

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

0 Kudos
Reply
gary_dexter
  • 30.48K
  • 1.89K
  • 4.05K
Alessandro Volta
13,651 Views
Message 6 of 32
Flag for a moderator
Helpful Answer

Re: Hub 3 Internet Keeps Dropping Connection

Does everything drop at the same time?


*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi
0 Kudos
Reply
clairemac35
  • 10
  • 0
  • 1
Tuning in
13,647 Views
Message 7 of 32
Flag for a moderator

Re: Hub 3 Internet Keeps Dropping Connection

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...🤷‍♀️

0 Kudos
Reply
clairemac35
  • 10
  • 0
  • 1
Tuning in
13,620 Views
Message 8 of 32
Flag for a moderator

Re: Hub 3 Internet Keeps Dropping Connection

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...
0 Kudos
Reply
jbrennand
  • 22.45K
  • 2.4K
  • 4K
Very Insightful Person
Very Insightful Person
13,595 Views
Message 9 of 32
Flag for a moderator

Re: Hub 3 Internet Keeps Dropping Connection

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

--------------------
John
--------------------

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.
0 Kudos
Reply
clairemac35
  • 10
  • 0
  • 1
Tuning in
13,566 Views
Message 10 of 32
Flag for a moderator

Re: Hub 3 Internet Keeps Dropping Connection

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

1227000000237256 qam12
22030000002.437256 qam9
32110000002.237256 qam10
42190000002.238256 qam11
52350000001.937256 qam13
62430000001.537256 qam14
72510000001.537256 qam15
82590000001.538256 qam16
92670000001.738256 qam17
10275000000137256 qam18
11283000000037256 qam19
122910000000.538256 qam20
132990000001.737256 qam21
143070000001.938256 qam22
15315000000238256 qam23
163230000002.237256 qam24
173310000002.438256 qam25
183390000002.237256 qam26
193470000001.937256 qam27
20355000000238256 qam28
21363000000238256 qam29
22371000000237256 qam30
233790000001.937256 qam31
243870000002.238256 qam32



Downstream bonded channels

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

1Locked37.6200
2Locked37.6120
3Locked37.6140
4Locked38.980
5Locked37.680
6Locked37.690
7Locked37.390
8Locked38.9110
9Locked38.690
10Locked37.6180
11Locked37.6180
12Locked38.6130
13Locked37.650
14Locked38.640
15Locked38.990
16Locked37.6260
17Locked38.6230
18Locked37.6210
19Locked37.6270
20Locked38.6220
21Locked38.650
22Locked37.640
23Locked37.6130
24Locked38.6220

 

 

 

0 Kudos
Reply