Internet down

[ruralhesh]

What is going on? The internet has been absolutely shocking this past month, off and on throughout the day..5pm cut off for 20 mins...... today has been non existant from 12pm, finally got a connection at 21.45 to send this message.

As you know its impossible to speak to someone on the phone to discuss the issues 

How come my neighbour 4 doors down has no issues?

Might aswell stayed with sky on 35mbps at least it was stable

[carl_pearce · Accepted solution]

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@ruralhesh wrote:

What is going on? The internet has been absolutely shocking this past month, off and on throughout the day..5pm cut off for 20 mins...... today has been non existant from 12pm, finally got a connection at 21.45 to send this message.

As you know its impossible to speak to someone on the phone to discuss the issues 

How come my neighbour 4 doors down has no issues?

Might aswell stayed with sky on 35mbps at least it was stable

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Probably because it's an issue with your coax cabling or power levels from the cabinet, which wouldn't affect others.

[jbrennand]

Do this...

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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) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. 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). If character limits are “exceeded” - just do two posts

Also, If you haven’t already, set up a free, secure and “offlsite” - “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”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

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

[Tom_W1]

Hi @ruralhesh thanks for your post here in the Community although we're sorry to hear of your concerns raised.

We can see that since your post here, you're on the way to getting things resolved.

If you do need any further help, please don't hesitate to let us know!
Many thanks

[ruralhesh]

Thanks mate

Engineer is coming out later on 

[ruralhesh]

Thank for this! Will look into it, i have a engineer coming out today so fingers crossed 

[John_GS]

Hi @ruralhesh 

Thanks for coming back to the thread. The engineer visit from checking the system has seemingly sorted everything 🙂

Please let us know if you need further assistance.

best wishes.