Hi, I have spent over 4 hours on hold listening to just 4 songs over and over again for the past 3 days being passed from pillar to post, I just want an engineer to come out now who actually knows what they are doing.
Originally I just had wifi black spots and wanted a booster to fix the problem. After getting hold of someone they ordered the boosters for me, happy days. Or so I thought.
After he ordered the boosters he said that he could see an issue with the setup of my superhub 4 and he would change the settings to help the wifi, that's when things started going wrong. Since he altered the settings the internet transmission is now intermittent and is off as much as it's on.
I have spent the last 2 days on hold waiting for someone else to try and put it back right but each time it has made no difference. The status report on the webpage doesn't work and when I finish work the call centres are closed. I understand that the virus makes things harder for everone but it's very frustrating as a customer trying to get problems sorted out with limited ways of getting hold of anyone, and then when you finally get through being put on hold yet again as non of the staff no how to fix the superhub 4.
I hope that someone on here can get me sorted because I can't stomach listening to those 4 crap songs over and over again for another couple of hours.
Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.
If everything above is OK we need do some more troubleshooting; to start with …
Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.
Post a link to your BQM on here.
Instructions for posting BQM Link
Under your BQM graph are two links in red.
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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.
Can you please
Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter.
Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.
Hub 4 When the page appears LOG IN then click ‘Check Router Status’.
Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.
Hi Mike, I've tried a few times but I get a spinning icon for a second then nothing. I can click next and look at the settings but the check router status isn't working. It doesn't help when I keep losing connection though.