Hub 3 keeps dropping internet

[ketsss]

Hello, we have been losing internet daily, we have the hub 3 and 350mb fibre.

The only way to get the WiFi back is by resetting the router. We had an engineer out who tested everything and it all came back with no faults. Is this common? Anyone have any help? Thanks 

[lotharmat]

What happens to ethernet connections when the drops occur?

[ketsss]

We have our virgin TV box plugged via Ethernet. We are unable to stream when the Internet drops. But still watch live tv

[Adduxi]

If you are still watching TV, I guess the Broadband is still working.

However, please post your power levels, Pre and PostRS errors and Network log from the Hub for comment.

Also setup a BQM here www.thinkbroadband.com/ping

Once done we can comment.  Thanks.

[Corey_C]

Thanks for your post and welcome to the Community Forums, ketsss

Sorry to hear that you have been having connection issues. How has the service been since your post? 

Does the hub indicate that it's dropping the broadband connection: https://www.virginmedia.com/help/broadband/virgin-media-wifi-not-working

IS there anything showing up as a local fault or outage when this happens: https://virg.in/servicechecker

If nothing is showing up then are you able to provide the data as suggested by Adduxi?

Cheers,

Corey C

[ketsss]

Hello, apologies for the late response I've been unwell over the weekend. Ive just set up a bqm, and I've logged onto the router and found all the info you've requested, is there a way to copy the tables over onto here, there is alot of date in sort of a spreadsheet table...

[jbrennand]

Just copy/paste the normal “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. If character limits are “exceeded” - just do two posts

[ketsss]

Hello, still not great, dropouts aren't happening as frequently but it's still affecting my wifes work. 

When it happens there is just the white light at the bottom of the hub, no others are lit up.

There's never any local faults when this happens. 

Could it be the number of devices connected? We have about 10 connected.

I've found the data requested, just wondering if there's a good way of posting it all.

[jbrennand]

Its looking like a wif only issue but post up the data as I said above and set up a BQM
_____________________________

Set up a free, secure and “offlsite” - “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”. Click the lower link (Share Live Graph) then click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

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

[ketsss]

downstream data

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

1	330750000	0.4	38	256 qam	25
2	202750000	1.5	38	256 qam	9
3	210750000	1.5	38	256 qam	10
4	218750000	1.5	40	256 qam	11
5	226750000	1.2	38	256 qam	12
6	234750000	1.2	38	256 qam	13
7	242750000	1	38	256 qam	14
8	250750000	1	38	256 qam	15
9	258750000	0.5	40	256 qam	16
10	266750000	0.5	40	256 qam	17
11	274750000	0.4	40	256 qam	18
12	282750000	0.4	40	256 qam	19
13	290750000	0.2	38	256 qam	20
14	298750000	0.2	38	256 qam	21
15	306750000	0.7	40	256 qam	22
16	314750000	0.5	40	256 qam	23
17	322750000	0.2	38	256 qam	24
18	338750000	0.4	38	256 qam	26
19	346750000	0.4	38	256 qam	27
20	354750000	0.2	38	256 qam	28
21	362750000	0.2	40	256 qam	29
22	370750000	0.4	40	256 qam	30
23	378750000	0.4	38	256 qam	31
24	386750000	0.2	38	256 qam	32

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

1	Locked	38.9	5	0
2	Locked	38.6	6	0
3	Locked	38.9	4	0
4	Locked	40.3	3	0
5	Locked	38.9	5	0
6	Locked	38.6	5	0
7	Locked	38.6	6	0
8	Locked	38.9	7	0
9	Locked	40.3	7	0
10	Locked	40.3	7	0
11	Locked	40.3	5	0
12	Locked	40.3	4	0
13	Locked	38.6	12	0
14	Locked	38.6	5	0
15	Locked	40.3	6	0
16	Locked	40.3	5	0
17	Locked	38.9	5	0
18	Locked	38.9	6	0
19	Locked	38.9	5	0
20	Locked	38.9	7	0
21	Locked	40.3	5	0
22	Locked	40.3	6	0
23	Locked	38.9	5	0
24	Locked	38.9	0	0