Intermittent Broadband and TV problem

[bigmark444]

Been having problems over the past few weeks with both my broadband and TV. They are both dropping out for 1 hour plus at the same time. So far it’s happened on:

Thur 22nd August @ 2pm

Fri 23rd August @ 9am then again @ 12pm

Fri 30th August @ 9pm

When it happens, the hub (Hub 5) will have a red light. Rebooting it usually results in a flashing yellow light, for maybe 1-2 hours, before finally returning to green… At the same time the TV will either show a message about “There is a problem with the signal. Please reboot your TiVo box”, or will be so pixelated that it’s unwatchable (video available showing viewing experience). Rebooting doesn’t resolve the issue. Again it usually returns after 1-2 hours

Lastly when this has happened, a few times I have called the outage phone number, but no outages in my area

[jbrennand]

You need to start compiling a record of any breaks in connectivity - start a BQM

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

[bigmark444]

It has happened 3 days in a row since my post. Currently out again as I right this. As requested a did start the BQM earlier today.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b9f474f7f2df7c1280adcd836a1b5d5c0e... 

[bigmark444]

I should also clarify, the light in my hub is currently flashing red. When I reboot the hub, the light will turn to a flashing yellow light, and stay like that for multiple hours

On the TV box, when this happens some channels are heavily pixelated, while others are displaying the error code W02. It displays the arrows light on the box

[Kath_F]

Hi bigmark444, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you've been having issues with your broadband and TV services. Checking things here, I can see since posting, an engineer visit has taken place. 

How have things been since the visit? Let us know so we can help further. 

Thanks,