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N1ck1xXx
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Intermittent broadband

  • I have called 4 times now and keep getting signals sent etc. It started around 4 months ago and progressively getting worse. I increased my speed from 100 to 200 and on the initial conversation I was meant to get a new hub sent. Called again as hadn't received the hub and not getting anywhere with them. It drops out from WiFi and hard wired to my box and Netflix etc also drops out even though hard wired. I need someone to help and not resend signals and tell me that's it working now.. 
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jbrennand
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Re: Intermittent broadband

What Hub model do you have? What do the lights on the Hub do at this time? And do the ethernet connected devices drop at the same time as the wifi connected ones?

Can you also try this so we can see the connection details.
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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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N1ck1xXx
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Re: Intermittent broadband

Hi John, thankyou for your help.

I have an engineer coming.out this morning. So all is.good. 

Most of they procedures I had done.my IT team logged in remotely form2 days on my laptop and ran diagnostics too.. their conclusion was the home hub 3 or exterior cabling issue. 

Thanks again for taking time to reply..much appreciated 

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Paul_DN
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Re: Intermittent broadband

Hi N1ck1xXx,

 

Thank you for reaching out to us in our community and welcome, we are sorry to see you have been getting a intermittent connection which has been affecting you working from home.

 

I can see you have had a technician who had advised possible faulty Hub, I can see all the levels were checked and came back as OK.

 

How have things been since, has this now resolved your issue?

 

Regards

 

Paul. 

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N1ck1xXx
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Re: Intermittent broadband

Hi Paul. 

Everything  is working perfectly now. I have not had any problems since. The technician did mention that the plug attached to the hub 3 was not the correct one and as he had tested everything else. He could only assume this could be causing the problem.

I belive the technician was cliff. I was waiting on the questionnaire to come through to note his excellent service but I haven't received the email. Not sure if this is something you can send over to me ?

Very happy all is working now 😊

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Akua_A
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Re: Intermittent broadband

Thanks for the update @N1ck1xXx

 

We are glad to see that the issue was resolved with our technician. We can pass this on to the relevant teams for you.

 

Please do not hesitate to contact us if you need any further help.

 

Thanks,

Akua_A
Forum Team



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