Router losing internet randomly everyday for months

[mathgarc]

Hi,

this is a bit of a desperate call now, hoping to speak to Virgin's staff. We moved to Virgin 2 and half years ago I think, and it was all fine for the first contract. It started going wrong after that, we have now renewed the contract, but still the same problem happens. I have been on the phone for hours and hours, mainly waiting to get in touch with the customer service.

Basically, the router loses internet randomly, every day, it can be 3 to 10 times a day maybe. It only lasts 30sec to a minute, but it's just happening all the time. It's not just the Wifi, it's not just me, it's all connections in the whole flat (we're 2 in the flat). It's been like this for months now, maybe almost a year even... It's really annoying as my job relies a lot on a stable connection.

Virgin sent us a first engineer, who came and noticed that the cable outside the building got damaged by some scaffolding. He quickly fixed the cable and left saying it was going to work normally now.

But no that wasn't the issue as internet was still behaving exactly the same.

Virgin sent us a second engineer months later, who was too young and unexperienced to make a proper diagnosis and validate some works. He said his superior would come back the next day.

This superior didn't come, and I received a message saying that they would plan some work in my area instead, and the superior told me to text him if the connection wasn't sorted.

The "works" finally happened, but it didn't solve the problem again... So I texted the engineer, a couple of times, but no results.

At this stage I'm just desperate for some help to get this sorted for good. I'm not an engineer, but for me it could be that the hub/router is faulty, it's been the same since the first contract (2 and half years ago), but it's about finding the right time to analyse it, when internet breaks. OR this cable that the first engineer came to quick-fix needs replacing, but again, it needs to be diagnosed when the problem happens...

Thank you for reading, hoping to find some help here, as no one called me after my complaint on the website...

Mat.

[jbrennand]

Lets see some data from the Hub...
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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.
If you have a Hub4 or 5 then login on the first page up. If you have an SH2 or Hub3 - dont log in
just click on the “router status” icon/text at bottom-middle (Hub3) or top/right (SH’s) 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 page. 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
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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

[mathgarc]

Hi jbrennand,

thank you for your quick reply! I tried to follow the instructions, when I copy/paste http://192.168.0.1 and press "enter" (I guess "hit return" is what it means), I arrive on a page asking what language I want, if I select "English", I land on a login page, for a "Hub 3.0". There's no "router status" icon or text at the bottom-middle. Should I log in then ? (you say not to log in and click on "router status", but it's not there)

[jbrennand]

Ahhh... I recall that the router status symbol only seems to appear after you have logged in and changed the wifi password.

So... log in and change the password, save and log out. Then log back in and change it back to what you want so that devices connect normally.

And the status icon should appear