Second new HUB and still intermittent connection

[Chopper250]

Hi,

Please can someone help. New customer, M350 with phone, following installation within days intermittent connectivity on ethernet and WiFi. All usual actions taken, resets of HUB, network adaptors etc and after brief - an hour or so - stability issues returned. Password for HUB didn't work so unable to see signal strength.

Engineer attended yesterday, swapped HUB which he advised was faulty, tested line and adjusted attenuator and said that was fine.

Maddeningly, after an hour or so exactly the same issues. Again I've reset HUB to no avail.

This time I can access the HUB via password and oddly can see some of the PCs, tablets and phones trying to connect, but they just advise that connected to VM123456 (can't remember name off top of my head) but no internet available. HUB says all green oninternet, phone etc.

Weirdest of all the TV seems to have the most stable connection.

I am guessing it's the HUB again but don't know if the chances of two faulty ones is vanishingly small, so that it may be something else.

Any assistance - including from admins - in getting us sorted ASAP hugely appreciated as obviously impacting my work and my kids school work, as well as entertainment.

[Client62]

Report faults to : VM Customer Services on 150 or 0345 454 1111 from a non-VM phone.

[jbrennand · Accepted solution]

Check for know issues on the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

If nothing shows...

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL type in 192.168.0.1 if in router mode or 192.168.100.1 if in modem mode. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) 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 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

[Chopper250]

Thanks for the suggestions - after doing some more trial and error on devices, we ended up simply removing a TP link wireless extender. For reasons that I can not comprehend this, along with a subsequent reset of the HUB, seems to have done the trick and the connection is stable, across all devices and running at the right speed.

I can't understand how a wifi extended could affect an ethernet connection, especially one located next to the HUB, but am happy with the result none the less.

Virgin are sending a range extender which we will use in lieu of the TP link.

Thanks again for the help - much appreciated.

[jbrennand]

What model of extender was it that caused the issue?

[Chopper250]

Hi John - it was the 

TL-WA850RE

https://www.tp-link.com/uk/home-networking/range-extender/tl-wa850re/