Issues with Superhub 5 dropping internet connection/wifi 6 frequently.

[JFarid]

Hi all!

I was just wondering if anyone could shed light on a recent issue I'm having with my Broadband. I'm on a 1gb connection with a superhub 5. Up until the last week or so things have been working smoothly and I've had great signal throughout my house. Now on several devices linked to the superhub through WiFi the connection seems to drop out and my devices have to connect to 5g to regain a connection. 

What seems to be happening is that my devices remain connected to the superhub, but I am told they are 'connected without Internet' when I check the WiFi settings. This usually lasts a couple of minutes before resolving. 

I've tried resetting the router using the pinhole and completely powering it down and it makes no difference. I've contacted customer support on the phone but they haven't been really helpful. The first time they told me they couldn't see an issue with their router or service, and the second time they hung up on me while running the same diagnostic tests.

Any help would be appreciated! Thanks in advance. 

[jbrennand]

Can we check… are your 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 on one to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

Then

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 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