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tompullinger79
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Internet drops out several times a day

My internet drops out numerous times a day from midday onwards, until approx 3pm. This happens with both wireless & wired connections. I have already done the following -

  • checked service status for my area online - No service faults detected.
  • rebooted router - have done this plenty of times. It takes over 30 mins for the internet to come back on & then it will continue to drop out.

The internet dropping out is frustrating when trying to work from home. 

Can I please have a resolution ASAP.

Thanks

Tom

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jbrennand
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Re: Internet drops out several times a day

Can you do this....
______________

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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tompullinger79
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Re: Internet drops out several times a day

Unfortunately it’s not recognising my settings password when trying to login.

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jbrennand
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Re: Internet drops out several times a day

Are yo using the settings password and not the wifi password - try both.

Then if you are trying on a phone - try it on a laptop or computer. If you are trying on wifi do it via an ethernet cable connection. - or vica versa.

Try different browsers.

If all of that fails then a pinhole reset of the Hub is the last resort

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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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tompullinger79
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Re: Internet drops out several times a day

Hi John,

I’m now looking at my router settings, however there is nowhere we’re it says “Router status”.

thanks

tom

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jbrennand
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Re: Internet drops out several times a day

What Hub model is it?

Hub3's its at the bottom/middle of the first page (scroll down it may be out of view)

You have logged in previously and changed the passwords (as recommended - haven't you?). If not you need to login and do so, then save and log out and do it again.

On Superhubs its at the top right of the first page - like mine

router status icon.png


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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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