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JEB123
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Message 1 of 15
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Internet keeps disconnecting from mobile devices, wired connection fine

Hi I've been having issues with the WiFi connection at home for several weeks now. All our mobile devices (Samsung S6, Iphone 5S, and Sony Xperia) keep losing connection to the internet. It doesn't matter if i'm right next to the WiFi box or on the other side of the house it always has good to very good signal strength. The phones show as still connected to the network but say no internet. Our friends all say the same if they try and connect to the WiFi. If i tell the phone to forget the virgin media connection and then turn WiFi off and on, the phone will reconnect, sometimes for several minutes sometimes for only a couple of seconds. We also have a PC that only has a wired connection to the Hub and that never loses connection. For reference we have a Superhub 1.

Do i need to update something on the hub or change some setting or does the Virgin Superhub need replacing ?

Any help would be appreciated, it took my wife 45 minuets yesterday to send a message on her phone as it kept disconnecting, it would have been quicker to use a carry pigeon!

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DaveM
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Message 2 of 15
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Re: Internet keeps disconnecting from mobile devices, wired connection fine

The wireless on the hub 1 was never that good when they were new.

I'd be tempted to phone them and report it as a fault. See if they'll send a new one out to you.

Dave

Dave

"The late great Douglas Adams: A common mistake that people make when trying to design something completely foolproof is to underestimate the ingenuity of complete fools."
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JEB123
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Message 3 of 15
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Re: Internet keeps disconnecting from mobile devices, wired connection fine

Thanks Dave. I rang them and they told me the hub needs to be turned off every couple of days for 5 mins and then turned back on. How does this work with my Hive and wireless CCTV when i go away for a week? I thought i might be able to plug the Hub into a 7 day timmer and do it that way?
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DaveM
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Message 4 of 15
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Re: Internet keeps disconnecting from mobile devices, wired connection fine

You shouldn't have to do that. Did you speak to off shore by any chance? If you did, try again until you get someone in this country.

Dave

Dave

"The late great Douglas Adams: A common mistake that people make when trying to design something completely foolproof is to underestimate the ingenuity of complete fools."
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Roger_Gooner
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Message 5 of 15
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Re: Internet keeps disconnecting from mobile devices, wired connection fine

Bear in mind that your hub can only broadcast on one wireless channel at a time. It has several other failings, so the best thing is to get a hub 3.0 and make better use of the old hub as a door stop.

--
Hub 3.0, TP-Link Archer C8, TP-Link TL-SG1008D 8-port gigabit switch, V6
My Broadband Ping - Roger's VM Broadband Connection
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Forum Team (Retired) Nicola_C
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Message 6 of 15
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Re: Internet keeps disconnecting from mobile devices, wired connection fine

Hello JEB123

The hub line signal receive power levels are too low:-

    -6 dBmV        -6.9 dBmV        -6.8 dBmV        -6.9 dBmV        -7.3 dBmV        -6.2 dBmV        -6.6 dBmV        -6.9 dBmV

On the Superhub we have found in the past that this may impact wireless performance as it may stress an already busy CPU which serves both Docsis and wireless. Best we send an engineer please, no promises but they will probably change the hub anyway. I will send you a forum private message to arrange an appointment.

Thank you

Nicola

Virgin Media Forum Team
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rdh1502
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Message 7 of 15
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Re: Internet keeps disconnecting from mobile devices, wired connection fine

Hi,

I am having a similar issue. Mobile devices are frequently disconnected from the internet or the internet drop off but wifi connect is OK. Sometime switching between 2.4GHZ and 5GHz networks works for a while but eventually it will disconnect again. I've tried resetting the hub and changing the channels, but nothing helps. The disconnects happen when sitting right next to the hub. 

I have a SuperHub 2. 

I've pulled some info from the Router Status, hopefully it will be useful. 

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)138750000146750000154750000162750000170750000178750000186750000194750000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID12345678
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)-1.52-1.36-1.45-1.63-1.49-1.36-1.17-0.99
RxMER (dB)33.6032.6833.2733.3834.3534.7734.9335.42
Pre RS Errors3095871480495702493198411357605721630531711755581181086
Post RS Errors20230153261172488835372311317890424653

 

Upstream  US-1 US-2 US-3 US-4

Channel Type2.02.02.02.0
Channel ID4235
Frequency (Hz)25800000394000003260000053700000
Ranging StatusSuccessSuccessSuccessSuccess
Modulation16QAM16QAM16QAM16QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size2222
Power Level (dBmV)47.5049.0048.5048.00
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts4000
T4 Timeouts0000

 

Network Log

First TimeLast TimePriorityError NumberDescription
06/10/2018 20:39:49 GMT06/10/2018 20:39:49 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
02/10/2018 15:40:52 GMT02/10/2018 15:40:52 GMTNotice (6)68010600DHCP Renew - lease parameters tftp file-******** modified
02/10/2018 15:40:52 GMT02/10/2018 15:40:52 GMTError (4)68010400DHCP REBIND WARNING - Field invalid in response
02/10/2018 15:40:10 GMT02/10/2018 15:40:10 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
02/10/2018 15:39:30 GMT02/10/2018 15:39:30 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
02/10/2018 15:38:11 GMT02/10/2018 15:38:11 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
02/10/2018 15:35:33 GMT02/10/2018 15:35:33 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
02/10/2018 15:30:16 GMT02/10/2018 15:30:16 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
02/10/2018 15:19:42 GMT02/10/2018 15:19:42 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
02/10/2018 14:58:35 GMT02/10/2018 14:58:35 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
02/10/2018 14:16:21 GMT02/10/2018 14:16:21 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
02/10/2018 12:51:52 GMT02/10/2018 12:51:52 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
02/10/2018 10:02:56 GMT02/10/2018 10:02:56 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
02/10/2018 04:25:04 GMT02/10/2018 04:25:04 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
01/10/2018 17:09:18 GMT01/10/2018 17:09:18 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
28/09/2018 06:33:45 GMT28/09/2018 06:33:45 GMTNotice (6)68010600DHCP Renew - lease parameters tftp file-******** modified
28/09/2018 06:33:45 GMT28/09/2018 06:33:45 GMTError (4)68010400DHCP REBIND WARNING - Field invalid in response
28/09/2018 06:32:53 GMT28/09/2018 06:32:53 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
28/09/2018 06:32:03 GMT28/09/2018 06:32:03 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
28/09/2018 06:30:24 GMT28/09/2018 06:30:24 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
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Forum Team (Retired) Samantha_L
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Message 8 of 15
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Re: Internet keeps disconnecting from mobile devices, wired connection fine

Hi rdh1502,

 

Welcome to the community. It's nice to have you here.

 

My apologies you are having an issue with the wireless connection.

 

Does this happen on all your devices?

 

Do both the networks disconnect at the same time?

 

Are you using any powerline adaptors at all?

 

Speak soon

Sam


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rdh1502
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Message 9 of 15
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Re: Internet keeps disconnecting from mobile devices, wired connection fine

Hi Sam, 

Thanks so much for responding.

Al mobile devices are affected, but it happens more frequently on some than others. 

I’m not sure if they are disconnecting at the same time, usually when one disconnets we switch to the other.

Yes I am using a power line to connect the TIVo box on a wired connection - nothing else is connected to it.

Thanks

Rich

 

 

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Forum Team (Retired) Emma_E
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Message 10 of 15
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Re: Internet keeps disconnecting from mobile devices, wired connection fine

Hi rdh1502, 

 

Thanks for getting back in touch, I am sorry to see you have had trouble with the connection. 

 

I can see some intermittent FECS which don't currently break any thresholds so I would like to get an idea of what sort of times you are seeing drop outs so we can see if they match up to what I am seeing. 

 

If you could make a note and get back to us we can take a further look. 


All the best. 

 

Emma


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