PC suddenly will not connect to internet either via ethernet or wifi

[gsh68]

(When referring to being able to connect to wifi or ethernet I mean connect and use the internet via that method)

Started yesterday afternoon with broadband just going down completely. I tried rebooting the pc, unplugging the hub and hard reset of the hub and nothing worked.

My pc will connect to the internet via a wifi hotspot on my phone or via mifi device no problem, so I know the wifi card is working ok.

Waited ages for CS to answer and while going through the same process with them yet again (running up and down the stairs) the wifi for my smart tv and firestick started working again. However the ethernet and wifi for my pc were still out. My phone also connected to VM wifi no problem. However pc still unable to access internet on either connection.

Finally did yet another hard reset as requested by CS which cut us off (wonderful digital landline) and she did not ring me back. Great customer service. This hard reset knocked out the wifi connection to all devices again.

I rang back and went through the explanation with another CS agent who came back and said he had discovered an intermittent issue and it would be monitored for 24 hrs before deciding if an engineer call out was required.

Doing a service check sometimes got the same message, but most of the time got an "everything is fine" response.

Had to use the personal wifi hotspot for most of the evening but later the firestick wifi started working again.

This morning the pc was also able to connect via wifi but not via ethernet. Wanting to have the wired connection I rebooted the pc hoping this would work, only for it to once again not be able to connect with either ethernet or wifi.

It has remained the same all day.

I got the text this afternoon from VM saying they'd been monitoring and there was no problem found.

Everything remains the same now. My smart tv seems to be running normal speed over wifi as does my phone.

My pc will not provide internet via either wifi or ethernet. My pc connects to any other wifi connections' internet without issue.

I've just tried to connect a Samsung tablet which hasn't been switched on for a few days and the internet is timing out.*

Doing a service check on the VM website just now shows no issues found.

However there is very obviously an issue.

I checked the hub settings (hub 3) and there are no paused devices or anything showing which might be an issue.

*While typing up this message the Samsung tablet suddenly started working on the VM wifi but then 30 seconds later started timing out again.

Does this sound like I need a new hub?

[gsh68]

Let me try and answer everyone at once.

Try booting the computer into Safe Mode + Networking

No joy. Couldn;'t connect to internet via ethernet.

have you got the ethernet connection and the wireless connection both running at the same time?

Not usually. Occasionally during this time they have both been connected at the same time but usually in that instance the internet stopped working as the ethernet connection seems to take priority.

reinstall OS without the antivirus

Done that already - I uninstalled the av when doing Sys Restore and did an in-place upgrade of W10 before reinstalling.

Had a lot of stuff happen last night - some time after doing the safe boot the ethernet connection started working again but both ethernet and wifi were connected and both showing the name of the wifi network. I didn't want to risk losing the connection so didn't switch wifi off.

Around 15 minutes later the wifi switched itself off and a few seconds after I noticed that the ethernet internet connection stopped working.

(I'm assuming it was the ethernet connection as the speed tests were 380+Mb/s however I've never done a wifi speed test on the pc when everything was working properly so don't know if it would have got the same speed as wired.)

Wifi still working on phone and tablet but speeds were varying.

Wifi extender connection stopped working randomly then started working again 20 minutes later.

Here's my notes on a couple of other things I tried.

Connected old netgear router to hub. Plugged ethernet in (did not set hub to modem only)

Wifi works directly on pc but very slow.
Ethernet doesn't work.
Testing tablet and phone - tablet 114 Mb/s, phone 8Mb/s
Old router wifi on phone 22Mb/s
Wifi extender pc - 7.55Mb/s
Phone up to 200+ a few minutes later
Test tplink wifi dongle. Connects to wifi and settings show connected to internet but actually isn't.
Immediately after reconnected pc via extender - 12Mb/s

This morning my phone has rebooted itself after a software update and surprise surprise can no longer connect to the wifi directly. It can however connect via the wifi extender. Tablet still connected to VM wifi directly.

This just reinforces my belief that the issue is the hub. My pc/WIndows has no influence over the random speeds or ability to connect to the hub wifi directly of other devices.

How do I convince Virgin to replace the hub when their CS agents just go by what the automated checker shows them?

[Client62]

A Hub fault is always possible.
A signal fault issue could also give the impression of a Hub fault.

Take a look in the Hub menu as the stats for the Downstream and Upstream connections.
Are the power levels / numbers of channels etc with in the expected norms ?

[gsh68]

I can't make head nor tail of the upstream/downstream stats - I've no idea what the expected norms are.

There's a lot of critical/error/warning messages in the network activity log going back to the 23rd

No ranging response received/DHCP renew warning - field invalid in response/RCS partial service etc

Is this pertinent?

[Client62]

Copy and paste the text from the Upstream and Downstream stats into this thread for review.

[gsh68]

Upstream bonded channels

  Channel       Frequency(Hz ) Power (dBmV) Symbol Rate Modulation        Channel ID

1	49600000	45.5	5120	64 qam	1
2	36600000	45.3	5120	64 qam	3
3	30100000	44.8	5120	64 qam	4
4	43100000	45.3	5120	64 qam	2
5	23600000	44.8	5120	64 qam	9

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	3	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	4	0
5	ATDMA	0	0	3	0

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	330750000	5.5	40	256 qam	25
2	218750000	3	38	256 qam	11
3	226750000	3	38	256 qam	12
4	234750000	2.7	38	256 qam	13
5	242750000	3.4	40	256 qam	14
6	250750000	3.4	40	256 qam	15
7	258750000	4	40	256 qam	16
8	266750000	4	40	256 qam	17
9	274750000	4.1	40	256 qam	18
10	282750000	4.6	40	256 qam	19
11	290750000	4.8	40	256 qam	20
12	298750000	5	40	256 qam	21
13	306750000	5.1	40	256 qam	22
14	314750000	5.1	40	256 qam	23
15	322750000	5.4	40	256 qam	24
16	338750000	5.6	40	256 qam	26
17	346750000	5.9	40	256 qam	27
18	354750000	5.5	40	256 qam	28
19	362750000	5	40	256 qam	29
20	370750000	4.5	40	256 qam	30
21	378750000	4.6	40	256 qam	31
22	386750000	4.6	40	256 qam	32
23	394750000	4.9	40	256 qam	34
24	402750000	4.8	40	256 qam	35

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	40.9	72	84
2	Locked	38.9	134	107
3	Locked	38.9	197	153
4	Locked	38.9	129	155
5	Locked	40.3	103	118
6	Locked	40.3	102	127
7	Locked	40.3	60	173
8	Locked	40.3	84	153
9	Locked	40.3	90	188
10	Locked	40.3	100	198
11	Locked	40.3	44	93
12	Locked	40.3	73	64
13	Locked	40.9	64	195
14	Locked	40.9	61	81
15	Locked	40.9	85	94
16	Locked	40.9	84	73
17	Locked	40.3	69	191
18	Locked	40.9	72	78
19	Locked	40.9	59	105
20	Locked	40.9	51	60
21	Locked	40.3	79	68
22	Locked	40.3	60	64
23	Locked	40.3	57	62
24	Locked	40.9	54	53

[Client62]

A smattering of errors on the Downstream, but in general the connection stats look fine.

[gsh68]

I'm borrowing a laptop from my brother in law to test it's ability to connect to both LAN and wifi but can't get it until tomorrow.

Just to try everything I set up a guest network in the hub and the pc connected without issue. Currently getting 350+Mb/s. Will monitor over the afternoon.

[Ayisha_B]

Hi @gsh68 👋

Welcome back to our Community Forums and thanks for your post.

I am sorry for the ongoing issues wit your service.

How have things been since your last post?

Do you still require help?

[gsh68]

No.

I called CS again on Friday and got through to the upper level (said they had more power than the regular agents). They noted that my router had not been updated since March and sent updates, had me power off and on but still no joy so they booked an engineer fro Saturday.

As soon as I explained what was happening to the engineer he said it sounded like the router.

He replaced it with a Hub 5 and everything has been working fine since then.

Thanks to those that offered advice.

[Beth_G]

Hi gsh68

Thanks for your update. Really pleased to hear that the Hub swap resolved the issue.

If you need any further help, please just give us a shout.