WiFi connected but no internet

[peterbaker]

Hi,

I'm having an issue with all my wireless and cable-connected devices at random times of the day disconnecting from the internet. Sometimes, some devices will remain connected to the internet while others disconnect. I've run all the checks on this website and also switched the hub off and on and tried resetting it several times. It makes no difference.

I think my hub might be faulty.

Another customer reported the same issue in 2020 and Virgin said an engineer would need to visit.

I can't see how to arrange this as there's no obvious way of contacting customer services.

Help please? 

Thanks

Peter

[jbrennand]

OK - first thing we need to know is....
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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 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?

[peterbaker]

Hi John

Thank you for your response and interest in my problem.

It's a bit weird - sometimes the Ethernet cable connection works when the WiFi doesn't and sometimes it's the other way around. Sometimes some WiFi connections work and others don't. Sometimes everything cuts out for a while and then reconnects automatically. It's pretty random.

The Hub lights don't change when any of this is happening. The single white light just stays on all the time and no other lights appear.

The Hub model is 3.0.

Any advice would be very welcome.

Thanks again

Peter

[jbrennand]

Lets see the Hub data - can you do this
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First do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Disconnect all the connections and reconnect to be sure. Ensure there are no “unterminated cable loose ends or loose wires on the connectors . Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling (no clips piercing, or broken sheathing) and the wall box.

Then, 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. On the first page up dont login (unless you have the Hub4/5 - when you do login) just click on the “router status” icon/text at bottom-middle (Hub3/4) or top/right (SH’s) of the Login page and then Navigate to these “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

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