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mtahiriqbal13
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Intermitted broadband connection

We are having an intermitted internet connection, from time to time our router dropped from the internet and at the same all Wifi devices disconnect, and it comes back after a few mins. 
I call technical support every day, first day, they helped me to factory reset the router, that didn't solve the issue, then they allocate me an engineer who will remotely fix the issue. He called once and told me the problem is not around the house. Something at the backend will be fixed, but that didn’t resolve the issue, and now he is not answering calls. 
 I am calling technical support every day, and they run the test and says no fault is found and can’t help me and tells me to call at the time when it drops. Which I tried several time but by the time someone answer the call internet is back online.

Can anyone please advise how to contact the fault team who can actually help instead of following the online tools to test the connection? General technical support is not helpful. I believe the issue is with router and we need a replacement but general technical support can’t order the replacement. 

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jbrennand
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Re: Intermitted broadband connection

Are the disconnect issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables?

If you don't know, can you check it? This is to help diagnose whether it is just a wifi issue or whether it could be network connection related.

Also what Hub is it and what are the various Hub lights showing/doing when this happens?

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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mtahiriqbal13
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Re: Intermitted broadband connection

It disconnects from all devices, wifi and also devices connected with ethernet. And it looks like the router drops the main connection as well as the solid white light starts blinking first and then the rest of the lights. It’s like the router rebooting itself. 

I have attached the video (link below), it’s not from the start, I start recording it after a few seconds of drop connection, but you will get an idea. 

https://drive.google.com/file/d/1CNO_ksKaMmOWihkCZ5DYTcr8oR8floZk 

 

Thanks!!

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jbrennand
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Re: Intermitted broadband connection

OK - lets see the data on the quality of the connection. Can you do this....
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First, , 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. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and 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 box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “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.

Also, in the meantime... If you haven’t already, set up a free and secure “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” (as per instructions on the TB website) when it starts to develop.

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

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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