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Intermittent Loss of Internet

NEOSPOOK
Joining in

 Hello there, I wonder if someone can help me please.

I have been having an intermittent problem with my internet cutting out for a very, very long time. (Years!  Yes, seriously!)

I’d say that the problem really began when I got the Hub 3, (I think this was in 2021).  The intermittent loss of internet happens to all our WIFI connected devices as well as my ethernet connected PC.

Initially the dropouts would often be a good few days apart, but it got much worse after July 2022.  I don’t know what happened then specifically, but the problem has definitely been getting worse as time goes on.   

The internet dropouts happen randomly, sometimes for 5 or so minutes or even for a couple of minutes or less.  I’d say that lately it’d be very unusual to have zero dropouts at all in a day.  Coincidentally, I had one of those rare days at the weekend and it was beautiful!  In all honesty I can’t put a figure on how many times it drops out in a day, but it’s a much larger amount than I’d prefer. 

My son and I are both avid gamers and the loss of internet connection for even 30 seconds is enough to get you kicked from your online game.  Some of the games my son plays penalize the player for a “communication error” if the internet cuts out, which results in my son not being allowed to play for 10 minutes or longer.  Meanwhile I’m being kicked from my game because the Xbox can’t verify whether I really own the digital game I’m playing.  It’s very frustrating to say the least, especially when it’s happening repeatedly, one after another in a short space of time.

I’ve done the online troubleshooting many times, checking connections, power cycling, and am usually told the problem is the Hub being used in modem mode.

I’ve called tech support more than a few times too during this period, and I’ve gone through all the usual things they suggest.  Ultimately the call results in the problem not getting fixed and I’m usually left mentally and emotionally drained by the experience.

Just to say I’m not here to trash talk about the tech support operators.  I’ve worked in call centres before and I know tech support can be difficult.

I really find tech support calls are made much more difficult with an added language barrier.

 

My latest tech support call resulted in my connection being monitored for 24 hours.  I received 2 texts during that time to inform me that all was good.  My experience however was filled with the usual disconnects.  Incidentally my last call was an especially challenging one and was precisely the kind that discourages me from calling tech support.

(This is why I’ve ended up with a problem that has gone unresolved for years.)

I’ve had a technician out on 2 occasions, and on the last visit there were some results that were out of spec which he fixed.  My son and I thought all was finally going to be groovy in Interwebland, but it wasn’t.

I then then suspected that the fault could have been with my router.  (I’ve been a Virgin customer for way more than a decade, and I’ve used my own router(s) for the majority of that time.)  I replaced the old router with a WI-FI 6 one in February hoping that this would fix the problem.

I can say that even though the new router is fab, it displays the exact same orange light that my old router did when there is no internet connection.

I’ve been monitoring how things are at this end for a while.  I’ve had a BQM running for a while and have snips of Hub logs.  I also have PING results snips if they’d be useful.

When I was looking at the Hub logs and PING results together, I made a connection with the “request timed out” reply from the PING results and the “SYNC Timing Synchronization failure - Loss of Sync” errors from the Hub logs.  (The Sync errors are throughout my Hub logs as you’ll see.)  I wondered if ever so often when enough of these Sync events build up, if the Hub has to to eventually drop the connection entirely in order to try and get in Sync again – And then I see a huge chunk of “request timed out” messages in the CMD window. – This is very similar to the result I’d often see in the CMD window if I were to power cycle the Hub and router while the PING command is running.

I don’t know if the any of the preceding paragraph is in any way correct, but just a thought.

Thanks in advance for any help you can give.

Many thanks for reading Chapter 1 folks!

(I really hope I don’t have to type a Chapter 2.) LOL

12 REPLIES 12

Hello Daniel,

no he didn't say.  I really thought the issue was sorted as the

connection would ONLY drop once or twice a day. 

Now it's as bad as it was before. Am very frustrated

 by it all to be honest.

Hi there, I have the same issue but it usually turns off at night. The best advice is to move ISP as it's entirely a VM problem.

Hi @NEOSPOOK, thank you for your response. We understand your frustration 😔

In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Regards,
Daniel