Intermittent connection

[ellisb51]

Hi,

My broadband runs generally fine (set up a TB quality monitor and there are no real issues). It seems to be an issue with dropping Wi-Fi connections to various devices. The wired connections are fine. Often on iPhone and iPad the wheel is left spinning and then when it does connect there is often no internet. This happens very regularly (every 20 mins) at all times of the day and has been going on for around a month. 
I have done all the recommended actions and am now out of ideas. Any help much appreciated.

see router stats below

[Hayley_S]

Hello @ellisb51,

Welcome back to the community page, thank you for posting on here.

I am sorry to see that your connection is intermittent, I have checked your account and I can not see any known issues with your upstream or downstream, there is no area outages affecting your service either.

Are you able to do a pinhole reset for me? Also have you set up a BMQ chart already? 

Look forward to your response.

[ellisb51]

Hi Hayley,

The stats are back to normal now as I reset the hub an hour ago, but I can’t keep doing this every time the internet fails.

in addition I have factory reset the hub a number of times over the past few weeks and the issue still persists.

The BQM shows Outage all night until I reset the router this morning:

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/62a1c78911f3a764cf1692994fed9325b930e90f-01-08-2021"><img alt="My Broadband Ping - VIRGIN 5TS23 QUALITY" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/62a1c78911f3a764cf1692994fed9325b930e90f-01-08-2021.png" /></a>

[Hayley_S]

Thank you for doing that for me @ellisb51.

I was unable to load up anything from that link, please can you send me the URL directly? E.G a link?

Many thanks,

[ellisb51]

Apologies, as i was using phone.

See correct link here: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/db3b469e5494ce1bbab2adb3fc9408ab08d1dbec

[Hayley_S]

Thank you for sharing this link @ellisb51.

I can see it is mostly red, was your Hub off at this time? Is your BMQ chart set up correctly? 

Is this a Live BMQ chart or is this from a different day?

Many thanks,

[ellisb51]

@Hayley_S No the hub has only been restarted once today (otherwise the hub is on 24/7/365) - this is the problem. The BQM is set up correctly, yes.

Thanks.

[Gareth_L]

Can you please reboot the hub and run a test for 24 hours ellisb51 

Gareth_L

[ellisb51]

Apologies, I’ve rebooted (and reset) the hub a number of times now, the problem always comes back.

I need a permanent fix - and rebooting the hub does not fix this issue permanently.

[Gareth_L]

Thanks ellisb51

I am able to look at getting a Technician out to chak things for you 

Let me know if you wish to go ahead 

Gareth_L

[ellisb51]

Hi Gareth I have monitored for a few more days but there’s still constant disconnections on my iPad etc. 
please review the BQM below and advise.

but yes as long as technician visit is no charge I would like to go ahead as currently am paying for a service that is not available 100% of the time.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/db3b469e5494ce1bbab2adb3fc9408ab08d1dbec

thanks