Hub 3 orange ligth intermittent internet

[Dreamer4444]

Hi we have a hub 3 with an orange light and for about the last 3 weeks the Internet keeps dropping out even on an ethernet cable  you can't make a teams call  as it cuts out every minute   we have reset the hub loads of times to no effect still getting an orange light ive tryed doing a speed test on the app and it says you need to reset the hub   the kids can't play online and we can't work from home because of the intermittent Internet  over WiFi and on a ethernet cable 

[jbrennand]

Orange light means nothing re. the connection - its just an ageing LED fading/failing over time.

So first thing is to check for any “known network faults - Try in 2 places

1) Try the “check service,”Area status webpage" (link at top right of this forum)

2) Then also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to street cab/ postcode level.

If nothing is reported there can you do this...
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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) (DONT click these links) - and hit return dont log in just click on the “router status” icon/text at bottom-middle (Hub3) or top/right of the Login page.

Then Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables 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
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Also, If you haven’t already, 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

[Dreamer4444]

Tried to log into hub 3 entered the password keeps sending Me back to select language page entered the password again and it says someone else is signed in. Reset the router and again the same happens again. Been trying to get into the settings for two hours. Can someone give us the number for customer service please as can't seem to find it. Its not just the WiFi cutting out it'd the wired connection as well. Every time we try the app to check the hub 3 it just says it needs reset which we have done lots of times.

[jbrennand]

Try on different browsers after clearing the cache. If doing it over wifi - try on an ethernet cable connected device. Make sure its the settings password you are trying and not the wifi one

Any faults reported on the 0800 number?

Call in on 150 (VM Phone - free) or 0345 454 1111 (any other phone - national rate). Use option 2 (faults), dont press any other buttons when offered and you should be in the queue for the next agent.

[Martin_N]

Hi Dreamer4444,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the issues you've been having. 

I have taken a look on our side and I am unable to see anything that could be causing this. 

Can you confirm if you are still having an issue?

^Martin