Hub 3 recent disconnections

[MJN74]

Hi Folks,

Over the past 5 days I have instances where I have had to reboot my hub as the Wifi from the router has dropped out. The last couple of days I have had to do this twice and yesterday evening I did the factory reset. However, this evening it dropped out again and I did a reboot before before being referred to here from Twitter. I've not added any new connections recently, other than a 2nd Tivo on September 16th. I've generally not had any issues up to now apart from the occasional reboot every now and then.

I've checked my router cabling and Ethernet connection - all seems fine there. Service status shows no known issues, but I can't run a test from my account or through the app at present.

I've set up a BQM as suggested in other threads and here is my router status detail : (apologies if I should format this better for you).

Thank you in advance

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	331000000	Locked
Ranged Upstream Channel (Hz)	53700004	Locked
Provisioning State	Online

Downstream bonded channels

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

1	331000000	7	40	256 qam	25
2	267000000	5.6	40	256 qam	17
3	275000000	5.9	40	256 qam	18
4	283000000	5.9	40	256 qam	19
5	291000000	5.8	40	256 qam	20
6	299000000	6	40	256 qam	21
7	307000000	6.1	40	256 qam	22
8	315000000	6.4	40	256 qam	23
9	323000000	6.5	40	256 qam	24
10	339000000	7	40	256 qam	26
11	347000000	6.9	40	256 qam	27
12	355000000	6.4	40	256 qam	28
13	363000000	6.6	40	256 qam	29
14	371000000	6.8	43	256 qam	30
15	379000000	6.8	40	256 qam	31
16	387000000	6.5	40	256 qam	32
17	395000000	6.3	40	256 qam	33
18	403000000	6.3	40	256 qam	34
19	411000000	6.4	40	256 qam	35
20	419000000	5.9	40	256 qam	36
21	427000000	6	40	256 qam	37
22	435000000	5.8	40	256 qam	38
23	443000000	6	40	256 qam	39
24	451000000	6	40	256 qam	40

Downstream bonded channels

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

1	Locked	40.9	5	0
2	Locked	40.3	4	0
3	Locked	40.9	6	0
4	Locked	40.9	6	0
5	Locked	40.9	4	0
6	Locked	40.9	6	0
7	Locked	40.9	6	0
8	Locked	40.9	5	0
9	Locked	40.9	4	0
10	Locked	40.9	6	0
11	Locked	40.9	7	0
12	Locked	40.9	5	0
13	Locked	40.9	4	0
14	Locked	43.3	5	0
15	Locked	40.3	7	0
16	Locked	40.9	18	0
17	Locked	40.9	5	0
18	Locked	40.3	6	0
19	Locked	40.3	5	0
20	Locked	40.3	0	0
21	Locked	40.9	21	0
22	Locked	40.9	20	0
23	Locked	40.9	6	0
24	Locked	40.9	0	0

[MJN74]

OK, I'm ready to share the link, but there's a choice of direct link, text link, small graph, large graph and small graph BBCode. Or is copying and pasting the image as below OK for you?

Also I would like to mention that I had another disconnection last night at some point around midnight. I did not reboot the router and it was still not connected until I rebooted at about 06:20 this morning. I also rebooted about 06:50 this morning before leaving for work. I've just returned home so I am unsure about the connection between then and now.

[MJN74]

Sorry to "@" you, but as the last forum team member to post, could I ask if anyone would be able to check my graph please?

I had another loss of connection this morning and again had to reboot/ power cycle.

Much appreciated.

[Sofia_B]

Thanks for getting back to us @MJN74. 

I'm sorry to see you've been experiencing disconnections, I appreciate this is super frustrating. 

I've ran some tests for you on our end and I can't see any issues, everything seems to be within spec and performing as it should. 

Are you able to provide the live link to the BQM so we can get a better look at things? 

Thanks, 

[MJN74]

I can do this when I return from work later today. 

When I come to share the live link, how do I embed it into my reply? There were 5 or 6 different options when i looked, so do I copy and paste all of the text and if so, which link? Just conscious of pasting lots of unhelpful text being copied and spamming the thread.

Thanks

[MJN74]

I'll go for the text link then...

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5927e71c835f600f9b59e0c5590269a208b9fe6b

[MJN74]

However, earlier I had a text message saying that VM have fixed the network issue affacting my services and to restart and wait 30 minutes. So I will do this now and see what changes there may be.

No indication of what the network issue is or was as it was suggested that everything was fine, but lets give it a try.

[baldyslaphead59]

I've had the same ongoing issues for about the last week, also.
Constant dropouts, sometimes 3 or 4 times a day, and always seems to be one around early evening 17:00 to 18:00, possibly when peak access to the internet is being requested, but even so, its very annoying!
Had a text from Virgin Media yesterday, advising they will be carrying out essential works in my area on Tue 19, so we'll see if it improves after that!

[MJN74]

...And my connection is down again. Router lights seem normal, regular white power light. Downstairs Tivo flashing white connection arrows. Upstairs Tivo solid red WiFi logo, solid red connection arrows. Regular white power light. 

Problem is certainly not resolved. There's an option to reply to the text, which will be my next step.

[MJN74]

The text is advising VM will now do another check before 05:00 and will advise.

[MJN74]

Another test was done this morning and I received a text message at 07:30 to say that everything was checked and should be working. Lost connection at 20:40 tonight and had to reboot again.

Does anyone on the forum have any input that they can give as to what may be causing this? I suspect there may be an issue with the hub as there is seemingly no packet loss showing on the graph. I'm running out of ideas now and I can't keep power cycling everytime there is this unknown fault.

TIA.