Forum Discussion

PartlySunny's avatar
PartlySunny
Joining in
3 months ago

Wifi Dropping out consistently

Morning all,

My virgin media hub keeps on loosing connection and packet loss frequently to the point where most of my family now turns off Internet to use mobile data as it is much more reliable.

You could get a good couple of hours of Internet usage before hours upon hours of downtime and frequent disconnects making gaming and using streaming services impossible.

We are using our hub 3.0 (I belive) in modem mode with a synology router and mesh for the WiFi to fix the issue we had using the hub 3.0 itself.

 

When we experiance signal drops, the synology is still transmitting the WiFi however, the Internet is no longer available with the hub wepbage showing the below screenshot.

Any help will be appreciated as this is making us think of switching service providers

Case 1:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5a4914da4a54b99202b856e6ec4d8b4908b23405-04-11-2024 

Case 2

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2eecf34b13d22a61f5b53b71e203a1c495e4a7c2-11-11-2024

Case 3

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8c0dc4e509cfab335b72d5da8c57ca7a098e3bb4-12-11-2024 

Case 4

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e3e2be5a648e8e9cc0853b9fdb7b551c735a4ec3-13-11-2024 

Live feed

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f62b01a474ad387b9c85db08a9477d74172c228f 

 

 

 

assistance
Help
loosing connection
support
WIFI
  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    3 months ago

    A few things...

    Firstly, can you check for any “known network faults in your location - Look in 2 places
    1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)

    2) Then also Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

    _______________________

    If nothing is reported there can you do this... 

    Post up your Hub/network connection details in the format below and someone will check to see if there is a problem there.  In your browser’s URL type in 192.168.0.1 if in router mode or 192.168.100.1 if in modem mode. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.

    Then… Navigate to these “data 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 pages. 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.

  • David_Bn's avatar
    David_Bn
    Forum Team
    3 months ago

    Thanks for reaching out to us PartlySunny, and a very warm welcome to our Community Forums!

    Sorry to hear of the issues experienced on our connection.

    We would advise removing the hub from modem mode and utilise router mode with the broadband quality monitor continuing to run so we can rule out the possibility of the 3rd party router causing the issue.

    Do please also review jbrennand's guidance also, so see if other members of our Forums are able to help diagnose the fault.

    Thanks,

    David_Bn