I've been experiencing intermittent loss of service on my broadband for a while, with the latest occurrences being this morning where it dropped off twice. It can work for weeks and then play up, with drops off several times, like today.
I reported this issue at the end of May because it was getting so frequent, and I had an engineer come out to replace some of the internal cabling. It was alright since then, with one drop out last week and then again today.
I spoke to technical support to report the issue (took my 3 goes as the mobile signal isn't great in my house and I couldn't use Wi-Fi calling). One agent said he was checking the hub and that I had a firmware update several days ago, but the signal cut so I don't know the significance of that.
The other agent said there were a few things going on. It looks like a network issue which he has reported and said will get fixed, but also said that I'm only connecting to the hub on the 2.4Ghz and that the 5Ghz was turned off - which I don't understand because I know it was turned on after the engineer visit in May. He also said that my 200Mb connection isn't enough for my household, as I have 7 active devices connected and the limit is 8.
So I guess my questions are:
What are the network issues? Will this explain the intermittent drop off of service? And once fixed how reliable with the network be?
Why would the 5Ghz Wi-Fi be off? Would the firmware update cause this?
Why isn't 200Mb enough for 7 devices, especially when they won't all be maxing out the connection? The SH3 is capable of connecting to a lot more devices, and surely if all devices were downloading simultaneous each would just go slower? I thought 200Mb was plenty for an average household, although I've now been upgraded to 350Mb for a marginal cost to see if that improves things.
As well as trying the “check service,” Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.
200 is plenty - its what I am on with many more devices than you (although I use my own better quality wireless router). 350 is also more than enough.
Are the 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 to help diagnose whether it is just a wifi issue or it could be network connection related?
What are the various Hub lights showing/doing when this happens?
-------------------- John --------------------
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.
I've done all the check, and no faults in the area. It's the first thing I do now, and restart the hub as most of the times that's all it needs (even though you shouldn't have to that much). Broadband monitor shows the two drips today and Sunday morning (when I was out of the house).
This affects both wired and wireless. When it goes all devices lose connection. I'd have to double check th lights next time it happens, but I'm sure I just had the one white light.
I thought 200Mb was enough, which is why I thought I'd post on here. I guess it was a selling tactic as he tried to upgrade me to 500Mb but I thought that was overkill. I only took the 350Mb as it was £1 more.
Id just like to get to the bottom of it. VM has been quite reliable for me but recently (past year maybe) I've had more drop offs than the rest of the 10years I've been with them.
I've then just have to sort the WiFi out, as the Wi-Fi on the SH3 is very poor. But I guess that's just the router.
Can you post your Hub status and logs? Someone should be spot if there is a problem Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) Don't log in! Click on 'router status' Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).
Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality) Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!