Unreliable Intermittent Wi-fi

[HatMarris]

Hi

I am having massive issues with my Superhub 3 Wi-fi where the router Wi-fi light goes green, flashes for about a minute then comes back. It happens between 5 and 20 times a day with no particular pattern. Ethernet connections do not appear to go down but all Wi-fi connections (including work PC) lose connection. It is only down for about a minute or two before the hub lights return to normal and everything works until the next time (which may be 2 minutes later or 5 hours later)

I dont know what format I should post any logs in but for reference I have pasted some of my logs here hoping someone from the community or Virgin could help me please

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	659000000	5	38	256 qam	32
2	475000000	3.2	38	256 qam	9
3	483000000	3.5	38	256 qam	10
4	491000000	3.5	38	256 qam	11
5	499000000	3.5	38	256 qam	12
6	507000000	3.5	38	256 qam	13
7	515000000	4.1	38	256 qam	14
8	523000000	4.5	38	256 qam	15
9	531000000	4.5	38	256 qam	16
10	539000000	4	38	256 qam	17
11	547000000	4	38	256 qam	18
12	555000000	3.7	38	256 qam	19
13	563000000	3.7	38	256 qam	20
14	571000000	3.5	38	256 qam	21
15	579000000	3.2	38	256 qam	22
16	587000000	2.7	38	256 qam	23
17	595000000	2.9	38	256 qam	24
18	603000000	3.4	38	256 qam	25
19	611000000	3.4	38	256 qam	26
20	619000000	2.9	38	256 qam	27
21	627000000	3	38	256 qam	28
22	635000000	4.1	38	256 qam	29
23	643000000	5.1	38	256 qam	30
24	651000000	5.1	38	256 qam	31

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.9	6508	48
2	Locked	38.6	2571	604
3	Locked	38.9	2426	400
4	Locked	38.6	2899	271
5	Locked	38.6	3214	269
6	Locked	38.9	3158	182
7	Locked	38.6	3087	53
8	Locked	38.9	3292	55
9	Locked	38.9	2735	110
10	Locked	38.6	3762	160
11	Locked	38.9	3360	123
12	Locked	38.9	3761	340
13	Locked	38.6	3649	403
14	Locked	38.9	4434	433
15	Locked	38.9	5471	378
16	Locked	38.9	5878	492
17	Locked	38.6	5418	541
18	Locked	38.9	6073	407
19	Locked	38.9	6910	339
20	Locked	38.9	6866	316
21	Locked	38.6	9719	249
22	Locked	38.9	10211	119
23	Locked	38.9	8493	60
24	Locked	38.9	7074	115

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	43100000	43	5120	64 qam	2
2	23600000	42.5	5120	64 qam	5
3	30100000	43.5	5120	64 qam	4
4	36600000	42.5	5120	64 qam	3
5	49600000	44	5120	64 qam	1

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	4	0
2	ATDMA	0	0	5	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	1	0
5	ATDMA	0	0	2	0

[Gareth_L]

Hello HatMarris.

Thank you very much for joining our Community.
Can I just apologise for intermittent connection with your Hub3
We can run a few tests from here and check on your equipment.
Sadly its not showing anything wrong, So I will need to send you a private message to gain account access and run further tests.
If you can check the purple envelope top right of your screen that would be great. 
Regards     
Gareth_L
 

[Gareth_L]

Good morning HatMarris,

Thanks for passing security.

Good to see the technician swapped the hub and checked the cabling.

Plus you haven't had any dropouts afterwards.

How are things looking this morning?

Gareth_L

[HatMarris]

Hi Gareth

its only been a couple of days but so far , no more drops since the hub was changed and the cabling checks done. 

All good so far

thank you for your help. It was very valuable and efficient in getting a technician out so quickly. I appreciate that help as it was driving me insane

[Natalie_L]

Hi HatMarris, 

Thank you for updating the thread and letting us know the issue has now been resolved. 

Please do get in touch if we can assist in the future.

Thanks,