Hub3.0 dropping entire wifi network down constantly

[Sipprots]

When my desktop computer is connected to the wifi network, the hub will randomly pick times to turn on and off the entire wifi. It's not a loss of signal, the two wifi would disappear from the list and come back again after a minute or two, repeating again three or four times before finally stopping for an hour (and then doing it again).
The ethernet works normally in these moments, so I know it's not an internet problem but a wifi problem.
I know it's my desktop computer that's causing the problem because A: it happens just as I turn on my computer, and B: I stood one month alway from home and my parents alleged no internet drops on their cellphones and tv.

I already tried a number of things:
-Pin reset the router
-Separate the channels
-Disable channel optimization

Does anyone know what's happening?

[Client62]

The Downstream numbers above show the Power Levels & SNR grid.

The second grid logs errors on the connection, it begins like this ...

Downstream bonded channels

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

[Sipprots]

It wasn't on my first post, sorry about that. I'll send the new here:

[John_GS]

Hi @Sipprots 

Thanks for coming back to the thread. 

I've checked this here today and no area issues are showing, levels are in specification. 

We're also not able to see the disconnections occuring, is it only via one device this is happening or are multiple affected?

Best wishes.

[Sipprots]

It's on multiple devices, but as long as my desktop PC is connected to the wifi. If it's off, then we have no problems whatsoever.

[Paulina_Z]

Hi @Sipprots,

Thanks for coming back to us about this. Are other devices not impacted when your PC is off? 

Does this happen when your PC is connected via wired connection?

Are you able to share a BQM graph with us when your connection is dropping so that we know what this looks like?

Let us know so that we can investigate further.

Thank you.

[Sipprots]

Hi @Paulina_Z

So, as said on my first post:
1. It just happens when my PC is connected to the wifi
2. No, it doesn't happen via cable, as mentioned ("The ethernet works normally...")
3. The BQM graph reported here on my first post is from a day that I had multiple drops on my wifi connectivity.

Can you guys send someone to check it if your equipment is working? I've never had this problem before, and I already change the wifi adapter on my computer, with no success.

[Reece_MH]

Hi Sipprots 👋

Thanks for confirming those details. I've taken a look on our side, and can see that the adjustments you have made to your configuration may potentially be causing additional issues. Can you please try to revert these, so we can get an accurate view of the issues at hand?

For clarity, the following settings should be reverted:

Smart WiFi/Channel Optimisation - Channel Optimisation, Band Steering and Airtime Fairness are unavailable.
Renaming SSIDs - The SSID names do not match on both WiFi bands, which can cause issues moving between frequencies.

As a result of these settings being changed, we can see that some devices have a weak signal, which can cause an intermittent dropout. In addition, if it only happens when your computer is turning on, we would not be able to send a Technician out without a one-off charge of £25, as we're not detecting any network/equipment issues on our side and it could be that your computer is creating some interference.

Please also let us know when you've changed the settings of your network, and we'll do our best to investigate further. Alternatively, if you would like us to book a Technician without changing any settings, and are happy to proceed with a £25 call-out fee, please do let us know and we can arrange this for you. 

Thanks,