Wi-Fi keeps dropping out

[Gabiabi84]

I’ve been having an ongoing issue since before November last year.

somehow after two engineer visits and hours of multiple phone calls nothing has yet changed and I’m at my wits end.

my Wi-Fi will disconnect all my devices randomly- sometimes for minutes, sometimes for hours. The Wi-Fi network will show up as available on phone/tv/laptop but when attempting to connect it just returns the message “cannot connect to this network” 

as you can imagine this is entirely infuriating- made worse by the constant insistence by the customer service agents that I:

“need to do a pinhole reset” (I have done many) 

“need to move closer to the hub/move the hub” (the hub has been where it always has been)

”can’t do anything because the problem wasn’t happening when I phoned” (my mobile service is horrendous in my house so can only really call over wifi calling)

”need to purchase pods to boost the Wi-Fi (the Wi-Fi signal isn’t the issue and I stay in a one bedroom flat-I should not have to pay extra to boost anything”

”don’t have fast enough Wi-Fi to run 4 devices so need to upgrade my package” (have always had four devices, been on 50MBs for almost two years, and generally only have two devices connected at a time anyway-plus the Wi-Fi speed isn’t the problem, it just won’t connect)

have had three promises of call-backs from managers - not had a single call back.

one agent filed a complaint for me to ensure I got a call back-got sent an email the next day stating the complaint was resolved with no further details. 

have had everyone promising there was notes on my account yet every time I phone I need to explain all over again to people who clearly don’t listen or can’t understand the issue (not all of them but most) 

the system is an absolute nightmare and I’m at the end of my tether on where to go from here. I have read multiple other posts of people who seem to be having the same or similar issues but not seen any that have been resolved as yet. What’s going on?

anyone have any answers or ideas of where to go next?  

[Client62 · Accepted solution]

Which Hub ( 3 / 4 / 5 ) are you using and do you have just the Hub or additional WiFi access points / extenders ?

[jbrennand]

OK - first job is to work out whether this is a network connection Hub issue - or just a wifi problem - so.......

Can we check first… are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check that out on a laptop/computer to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

What Hub model is it? What are the various Hub lights showing/doing when this happens if a Hub3 is the base light a steady white(ish) or flashing green?

[Gabiabi84]

I have a hub 3 and I am just using it on its own without any extenders.

[Gabiabi84]

I don’t have any Ethernet connections so it is only WiFi connections I am seeing the issues with. 
I don’t have a way of connecting my laptop by Ethernet to double check I’m afraid. (I don’t think anyway) 

it is a hub 3 and the light is just always the steady paleish yellow/white that it always is when it’s working and when it’s not.

my hub was replaced during one of the engineer visits so it’s pretty much brand new. 

[Client62]

We have a Hub 3 too.  

In the Hub 3's WiFi settings menu we "Disabled Channel Optimisation" & this is more stable for us.

Connect to the hub at http://192.168.0.1   the password is the one on the bottom of the Hub 3 ( it is all numbers for ours )

Once logged in the navigation is :

Advanced Settings >> Wireless Signal     Disable Channel Optimisation     then be sure to click "Apply changes"

it looks like this ...

[jbrennand]

Any laptop can connect to ethernet. You just need the RJ45 ethernet connector adaptor for any port your devices have. I have them for USB3, USBc, Thunderbolt for all my Macs - and when connected all work beautifully at full speeds.

Steady white Hub3 light means there are no network prolonged disconnections at that time - but that should be confirmed on ethernet. Or set up a BQM as below which will reveal any network issues
___________________________________________________

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

[Gabiabi84]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/07ff3fedb5043463f41ba704d015b40f3c... 

I don’t have an Ethernet cable at all. I will see if I can source one from somewhere.

I have finally managed to get an engineer appointment for next week (after the one that was supposed to be booked for tonight was apparently just Not booked) 

I have set up the BQM but have no idea really what it’s supposed to look like. I also have had full internet since I set it up so there won’t be any sign of the intermittent issue there yet. 

I also don’t know how to copy the router reports over as I’m just using my phone. Will screen shots work or is there an easier way? 

[Gabiabi84]

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	139000000	2.5	38	256 qam	1
2	147000000	2.4	38	256 qam	2
3	155000000	1.5	38	256 qam	3
4	163000000	1	38	256 qam	4
5	171000000	0	38	256 qam	5
6	179000000	-0.9	38	256 qam	6
7	187000000	-0.2	38	256 qam	7
8	195000000	0.9	38	256 qam	8
9	203000000	1.2	38	256 qam	9
10	211000000	1.4	38	256 qam	10
11	219000000	1.5	38	256 qam	11
12	227000000	1.7	38	256 qam	12
13	235000000	1.5	38	256 qam	13
14	243000000	1.5	38	256 qam	14
15	251000000	1.4	38	256 qam	15
16	259000000	1.5	38	256 qam	16
17	267000000	1.4	38	256 qam	17
18	275000000	1.4	40	256 qam	18
19	283000000	1	38	256 qam	19
20	291000000	0.9	38	256 qam	20
21	299000000	0.7	38	256 qam	21
22	307000000	0.5	38	256 qam	22
23	315000000	0.7	38	256 qam	23
24	323000000	1	38	256 qam	24

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.9	62	4
2	Locked	38.9	34	0
3	Locked	38.9	21	0
4	Locked	38.6	18	0
5	Locked	38.9	42	0
6	Locked	38.9	63	0
7	Locked	38.6	36	0
8	Locked	38.6	19	0
9	Locked	38.9	19	0
10	Locked	38.9	22	0
11	Locked	38.9	27	0
12	Locked	38.9	18	0
13	Locked	38.9	26	0
14	Locked	38.6	22	0
15	Locked	38.9	30	0
16	Locked	38.9	18	0
17	Locked	38.9	20	0
18	Locked	40.3	20	0
19	Locked	38.9	20	0
20	Locked	38.9	29	0
21	Locked	38.9	30	0
22	Locked	38.9	24	0
23	Locked	38.6	41	0
24	Locked	38.9	31	0

[Gabiabi84]

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	49600000	41	5120	64 qam	1
2	43100000	40.5	5120	64 qam	2
3	36600000	40.3	5120	64 qam	3
4	30100000	40	5120	64 qam	4
5	23600000	39.5	5120	64 qam	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0