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Mickcooley77
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Message 1 of 29
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Internet dopping out

Been sent here by Facebook to try and get my internet fixed. Random drop out speed drops from 213mb to around 30mb on speed test. Some times green WiFi light will start illuminating going ballistic 

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jbrennand
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Message 2 of 29
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Re: Internet dopping out

What Hub model is it ?

What happens on ethernet connected devices at the same time and what do the Hub lights show/do?

Is it really drop outs (for how long) or just speed fluctuations?

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.

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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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Mickcooley77
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Message 3 of 29
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Re: Internet dopping out

  • Hi thanks for your reply it’s hub 3.0. All internal connections have been checked . Issue on WiFi and Ethernet . Spoke to customer support they said it looks as though it’s a fault with the router and needed advanced checks then cut me off on the phone. Been having issues since august last year and just getting robbed off by virgin 
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jbrennand
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Message 4 of 29
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Re: Internet dopping out

Lets look at the data - follow this protocol.
__________________________________

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 – the 2 pages from the Downstream, 2 from the Upstream, & the 1 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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Mickcooley77
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Message 5 of 29
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Re: Internet dopping out

I have tried to log into my router at the weekend and it says some body is logged into router. So I am unable to log in

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gary_dexter
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Message 6 of 29
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Re: Internet dopping out


@Mickcooley77 wrote:

I have tried to log into my router at the weekend and it says some body is logged into router. So I am unable to log in


Are you also using the Connect App?


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Mickcooley77
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Message 7 of 29
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Re: Internet dopping out

Yes I have the connect app?

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gary_dexter
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Message 8 of 29
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Re: Internet dopping out

That why you’re getting the login error.

Sign out of the app and uninstall it. It’s nothing but trouble. 


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Mickcooley77
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Message 9 of 29
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Re: Internet dopping out

Ok. So I have done that and still the same. Says some one is logged into the settings on the hub 

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gary_dexter
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Message 10 of 29
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Re: Internet dopping out

Reboot the hub.


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