on 24-07-2022 20:53
My internet is constantly dropping connections for a few weeks now, and progressively getting worse! The Pod lights keep flashing white, blue etc. The engineer came today and replaced the router. Worked for a few hours then kept dropping the connection. I work from home and the 500mb just doesn’t get much faster than 20mb through the day, although seen it hot over 500mb on Wi-Fi. I’ve spoken in the phone, the online chat, Twitter etc and not getting anywhere. They said the forums should be able to fix it! The connect app is struggling to find the hub! Help!
on 31-07-2022 13:20
on 31-07-2022 13:24
They do connect and the lights go off after a while. However, I've had them a while and when I'm struggling with speed and Wi-Fi issues the lights also start flashing on the Pods! I assume these two things are connected. The virgin app advises that I should reset the Wi-Fi chip. The first Pod is about 2 metres from the Pod with nothing blocking it in between. Do you think the Pods are faulty?
on 02-08-2022 13:37
Hi there @neoanderson
So sorry to see you are facing this issue and thank you for popping back to us.
Just to check, have you been able to run the troubleshoot steps for the pods listed online here?
Thank you.
on 02-08-2022 13:42
The Pod lights only flash when the internet is off
on 02-08-2022 13:43
Why are you turning the internet off? Do you turn the hub off over night?
on 02-08-2022 13:46
Nope, the Hub is on, but when the green Wi-Fi light is flashing, so are the Pods, and I'm unable to access the internet. It usually stops after a while. It just seems to be occurring more often. It's been like this for the last few weeks.
on 03-08-2022 14:44
I'm not sure if the following "no ranging message has anything to do with the disconnections! The Hub & Pods are never switched off.
Time Priority Description
03/08/2022 12:13:10 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/08/2022 08:42:38 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/08/2022 12:53:53 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
Maybe this explains the disconnections -
on 06-08-2022 09:47
Thank you for keeping us updated neoanderson.
I have taken a look on our side and I can see that you have a engineer booked in to investigate this.
Please do let us know how the visit goes.
^Martin
on 06-08-2022 09:55
The engineer checked the wiring in the street about 2 weeks ago, it’s probably around 30 years old, as it’s the original Telewest. He also replaced the Hub3, however, we’re getting constant drops. I have a SamKnows device connected directly. The Three Wi-Fi pods lights start flashing now and again. The lights do eventually go off. I’m not sure what else the engineer can do, apart from put a meter on and check the wiring. Any thoughts would be appreciated in advance of the visit?
on 08-08-2022 15:27
Thanks for coming back to us @neoanderson, I have looked into this and can see that you have another technician visit booked in soon to try and get this resolved.
Please do let us know how the visit goes.
Regards,
Steven_L