Wifi Hub3 not working - white light or flashing green, no devices connecting

[Dominique1992]

Hi, 

I have a Hub3 and for the past 6 months or so, all my devices will regularly disconnect and the hub base light will change to red, then the flashing green lights begin signifying 'software update'. Despite resetting and restarting, this doesn't resolve the issue, and I can be without internet for over 7 hours whilst the issue resolves itself. I've checked all the cables and moved the hub away from other things and the windows incase it's a heat thing. It isn't.

This happened multiple times a week. Multiple times a day.

I have been sent a replacement hub, and on day 1 of using it I have had the same issues. I restarted the hub and my devices were able to connect again. Day 2 - same thing happened. 

If the hub is saying its working and yet all my devices lose connection, what on earth is the problem? 

I am seconds away from changing provider because this is unreliable service and I was only able to get a replacement hub after complaining TWICE about this issue.

Exactly what is the issue? Can it be resolved? Does an engineer need to come? If not, then I am changing to plusnet or  someone else who charges less and can at least guarantee I can work from home!

[Adduxi]

Post your network log and all the power levels from the Hub.  Setup a BQM to monitor and record the circuit

www.thinkbroadband.com/ping

Post the link to the shared graph.  Once done we can comment further.

[Dominique1992]

I don't understand what you're asking. Post where? here? post the link to the shared graph? what shared graph?

[Dominique1992]

https://www.thinkbroadband.com/broadband/monitoring/quality/view/dae83fcee4f176c64f148e4064158a7b2aa... 

[Adduxi]

The network log and power levels are shown in the Hubs admin console http://192.168.0.1

The BQM will generate a link to your shared graph. Post the link in your reply.  The link you did share is not the correct one, sorry.

[Dominique1992]

Yes I already accessed the admin console and did a network diagnostic. It said to check my cables are connected and I've checked and re-checked, and tightened the bolt, held it in place etc.  

https://www.thinkbroadband.com/broadband/monitoring/quality/share/819968f61adf532ebd33a8dd94eda0c8ab20d80a

[Adduxi]

You need to post the power level figures and network log so users can comment.  As for the BQM you need to allow your router to respond to pings.  At the moment it's just showing a block of red.

[Dominique1992]

there is no way for me to do that, following this https://www.thinkbroadband.com/faq/broadband-quality-monitor#router there isn't anywhere that is labelled as 'allow respond to pings'. Nor is there anything about powerlevels or network log. I can access the hub overview, but nothing you've mentioned is on there. This is a hub3. 

[Adduxi]

To get the log and power levels, you don't need to log into the Hub.  There is a link called Router Status.  All the information is there.  From memory the respond to ping (ICMP) is in the Firewall section?

[Dominique1992]