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WiFi intermittent, mini box buffering though connected by powerline to main box

Spindizzy2012
On our wavelength

Excellent broadband speed and availability into the house. Live TV is fine.

Hub3 in a well ventilated position, feels hot but not overly so.

The main TV attached to the main hub is fine.

We have been experiencing constant WiFi drops throughout the house and switching the Hub3 off for a while and back on again gives some relief. I have resorted to factory reset in the past which helped for a while. However the recent attempt failed. Neither manual reset or via the web interface worked having faithfully followed instructions. The mini box buffering whilst playing recorded programmes via WiFi is particularly annoying.

Installing powerline seemed to promise a solution. The connection runs at a minimum 65Mbs. Yet we still experience intermittent buffering. Connecting the powerline to a smart TV produces the same result. All cables are securely attached as are power cables and ethernet.

I was considering installing a mesh system to resolve the WiFi, but I feel that the router is failing if the ethernetnetwork is exhibiting the same problems as the WiFi.

Web services doesn't identify a problem with the router.

Is there any practical solution that I have missed?

 

12 REPLIES 12

Client62
Legend

We have a Hub 3 in Router mode, we also have Powerline Adaptors with TV + SkyHD+ attached to them.

Internet drop outs on both network cabled and Wi-Fi connections can be a sign of a local fault check on 0800 561 0061, or Hub signal level issues, use the "Check router status" option and review the Upstream and Downstream connection stats.

If you see 65Mb/s across the Powerline Adaptors that is similar to ours and is not the cause of TV buffering, Netflix in Full HD would be perfect with 10Mb/s available.

Our Hub 3 Wi-Fi does suffer from random dropouts when Smart Wi-Fi  ( Channel Optimization ) is Enabled or Auto Channels are Enabled.

We now have very stable Hub 3 Wi-Fi supporting reliable TV streaming and long Zoom / Skype calls but to achieve that we have applied the following settings in the Hub 3's menu ... 


Client62_0-1689525728997.png

Spindizzy2012
On our wavelength

Thank you Client62 I have aligned my wifi settings with yours, and await the results.

I will look at the connection stats. If I can't make sense of them I will post here for further advice from the community.

Cheers.

Ashleigh_C
Forum Team
Forum Team

Thank you @Spindizzy2012 and welcome back to the forums! 

I'm so sorry to hear about the issues with connection. Just in regards to the Hub feeling hot, do the lights on the Hub change at all and are there any other issues that may cause concern, such as a noise?

A big thank you to Client62 for their help so far and thank you for trying these steps. Please do let us know how things are looking once the changes have been active for around 24-48 hours? 

We have had a red light on the Hub3 once or twice but its not a  regular event and doesn't seem to correlate to the Hub feeling hotter than usual. There is no noise other than the family's outburst when the wifi or powerline goes down 😊.

I will advise on the effects of Client62's setting advice.

In the meantime I will attempt to post Downstream and Upstream stats as they mean nothing to me. Any advice on how to do this other than copy and paste?

Cheers

Spindizzy2012
On our wavelength

I would welcome commentary on the Upstream and Downstream stats as to whether these are good or bad. Many thanks.

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
12360000043.8512064 qam5
23010000044.5512064 qam4
34960003446.5512064 qam1
43660000045512064 qam3
54310000046512064 qam2


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
5ATDMA0000

 

Downstream bonded channels

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

12030000003.235256 qam9
22110000003.435256 qam10
3219000000335256 qam11
42270000002.934256 qam12
52350000002.534256 qam13
62430000002.735256 qam14
72510000002.435256 qam15
82590000002.534256 qam16
9267000000235256 qam17
102750000002.235256 qam18
112830000001.935256 qam19
12291000000235256 qam20
13299000000234256 qam21
143070000001.735256 qam22
153150000001.435256 qam23
16323000000135256 qam24
17331000000135256 qam25
183390000000.734256 qam26
193470000000.534256 qam27
203550000000.235256 qam28
213630000000.435256 qam29
223710000000.235256 qam30
233790000000.235256 qam31
24387000000035256 qam32



Downstream bonded channels

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

1Locked3544758715
2Locked3538561394
3Locked3534198536
4Locked34.9111886385
5Locked34.918937465
6Locked359065282
7Locked3510185349
8Locked34.936477398
9Locked3513826312
10Locked35.54678274
11Locked356815341
12Locked355731224
13Locked34.914089271
14Locked35.53006175
15Locked35.52187245
16Locked35.53033163
17Locked35406399
18Locked34.433234129
19Locked34.9252390
20Locked352500109
21Locked35.51551118
22Locked35.7123787
23Locked35.5120893
24Locked35.7427160

Thank you @Spindizzy2012 

I have taken a look on our side and I can see there are a few disconnections showing on our side. 

I know you have recently made these changes but I do think it may be worth us getting an engineer out to take a full look at the set up and they can advise on Hub logs too.

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
 

 

 

Spindizzy2012
On our wavelength

Thanks Ashleigh_C

Hello again @Spindizzy2012 

Thanks so much for your private message and confirming your address, I have now booked you a visit for your connection issues– you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the My VM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment
 

Spindizzy2012
On our wavelength

I have had a visit from a VM technician who undertook a thorugh examination of the underlying causes of our issues. Fundamentally these causes related to poor to very poor signal strength coming into the house and a sickly Hub3. Mitigations using uptodate splitters and boosters, and a new Hub have resolved the main issues. We still have some wifi blackspots but apparently WiFi pods can sort that out, though for me a matter of justifying  the monthly cost of those.

I will apply Client62's Hub settings once everything has been running for a couple of days.

Thanks to Clent62 and Ashleigh_C

Cheers and keep safe.