Hub 4 keeps dropping connection

[mel51]

For the past week I keep losing the internet using both WIFI and ethernet.  It happens at all times of day, several times a day, early morning to late at night.  I have to keep rebooting the hub.  I have been using the Hub 4 for approximately 10 months and have had no trouble until this past week.  When I run the VM checks there is no problem found.  The speed has also dropped from 139 Mbps to 94 Mbps (I'm on M125).

Help please.

[Client62]

As you can see repeated Hub reboots fix nothing & are best avoided.

Have you checked the Upstream / Downstream signal of the VM Hub 4
to check power levels are within the preferred ranges ?

A max speed of 94Mb/s is what happens when an Ethernet connection de-rated
from 1000Mb/s to 100Mb/s usually due to a faulty network cable.

[jbrennand · Accepted solution]

Swap any ethernet cables to new Cat6a ones first - these do commonly "fail" and default to <100 Mbps

Check for a local fault - 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 and fix estimates, down to street cab/ postcode level.

If nothing is reported there then lets see the connection data - can you do this...

Do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Disconnect all the connections and reconnect to be sure. Ensure there are no “unterminated cable loose ends or loose wires on the connectors . Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling (no clips piercing, or broken sheathing) and the wall box.

Then,

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL type in 192.168.0.1 if in router mode or 192.168.100.1 if in modem mode. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - 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 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 again). If character limits are “exceeded” - just do two posts

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

[mel51]

John,

I have checked there are no local faults.  All seems firmly attached.  I will now attempt to post the data from the Router Status.  The connection has just dropped again.  I will also have a go at setting up Broadband Quality Monitor”.

Thanks for your suggestions.

Mel

[Akua_A]

Hi @mel51 

Welcome back to our community forums and sorry to hear you have been having ongoing service disconnections. We can understand the inconvenience caused and we want to do our best to help. We have has a look into this and we can see there may be an issue with your hub data. To best help we are sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

Thanks,