Please help with Network Log results

[pineman]

For a month or more I have noticed that my in house WIFI is randomly dropping out. I noticed this on my iPhone where I suddenly have no access by WIFI to the internet. Often the WIFI symbol is showing but not working.

I thought, at first, it was a problem with my iPhone but exactly the same happens to my wife's iPhone at the same time. After a short while it resumes as it should and works ok.

This occurs in parts of the house where I have a WIFI extender and also right next to my Hub 3 Router.

I have tried restarting the Router and also resetting it but the problem continues.

I have interrogated the Hub 3 and the Network Log which is shown below and I don't understand the results.

[pineman]

I don't know what an attenuator is BUT nothing different has ever been attached to the Hub 3 since the first Hub 3 in 2019.

[pineman]

No area faults associated with my post code. I'll hang on and see if a VM staff member has any comments to make on my post.

Thanks

[David_Bn]

Thanks for reaching out to us @pineman, and welcome back to our Community Forums!

Sorry to hear of the service issues you've been experiencing on our connection.

I'd be happy to take a closer look into this for you, with the view of booking an engineer.

Check out the envelope in the top right hand corner for a private message from me

Thanks,

David_Bn

[David_Bn]

Thanks for coming back to me over private message, @pineman, I've been able to book in an engineer appointment for you. 

For details of the time and date of the appointment, and if you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.

Furthermore, I'd need to advise that;

There will be no charge for this visit unless:

• The technician diagnoses the faults as not being caused by our network/equipment
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Please ensure there is someone over the age of 18 present at the time of the visit.

We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email.

Kindest regards,

David_Bn

[pineman]

Many thanks for your help. 
Peter

[Ashleigh_C]

Please do pop back and let us know how the visit goes @pineman 

Thanks again

[pineman]

Technician came, checked everything and then fitted a new Hub4! So far everything is working as it should.

Thanks to all who contributed.

[pineman]

Spoke too soon.

WIFI great BUT cannot access the hub website on my iMac - When I first connected with the site it allowed me to change the password but since then I just get a blank page when I log in. VM Connect cannot find the Hub. I've tried deleting, and reinstalling the app but it still cannot find it.

A search of the community suggests that there may be a problem with VM Connect that is being looked into, which may also be the issue with the hub web site, who knows?

Anyway WIFI is now fixed!

[Sephiroth]

Imo, you are right to suspect the VM CONNECT app.  It is the root of just about every problem that is not hardware or circuit related.  

Wen you say "hub website", do you mean the hub's GUI which is to be found on 192.168.0.1?  If the Connect app is deleted and not running, the hub rebooted by power reset, are you saying you cannot log into the hub's GUI via 192.168.0.1?

[pineman]

do you mean the hub's GUI which is to be found on 192.168.0.1?

Yes, when I first tried to access it I was asked if I wanted to change the password, which I did. I then entered that password and after a short while the page appeared to open but was blank.

I tried several times deleting the VM Connect app and reinstalling it but it cannot find the hub4. It worked ok with the hub3 as did accessing 192.168.0.1