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lucythomas34
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Wifi Keeps Disconnecting - Hub 3

Around a year ago Virgin gave us a Hub 4. It was awful for the first few months but then was fine for a while. Around a month ago we started having major problems with it, where it would stop working and our devices would give us a "can't authenticate" message. We put up with it for 3 weeks but it didn't get any better.

 

An engineer came out to us yesterday and said the problem with our WiFi was the Hub 4, so he swapped it for a Hub 3. The Hub 3 worked perfectly for the rest of the day yesterday, no problems at all.

 

Today, however, is a different story. First thing on the morning we had issues where devices were just constantly disconnecting from it. It behaved throughout the afternoon and evening, but tonight has started to play up again. Devices are constantly disconnecting and reconnecting, and even when they are connected it is often with problems/"no Internet" and not loading anything. When it is playing up like this it is completely unusable - can't work from home, can't stream anything, can't even do something as simple as a Google search.

 

Has this happened to anybody else? We thought it was the Hub which was the issue and the engineered thought so too, but now our new Hub is having just as many problems as our old one. We are paying a lot of money for this service and it's very unreliable, so we really want to find a solution! I'm sick of using up all of my phone's data because our WiFi is so rubbish!!

 

Any suggestions would be appreciated!

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jbrennand
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Re: Wifi Keeps Disconnecting - Hub 3

The wifi from any VM is never going to be as good as any supplied by better quality equipment you source yourself. That said, lets take a look at the connection can yo 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. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and 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) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages 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.

Also, in the meantime... If you haven’t already, set up a free and secure “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” (as per instructions on the TB website) when it starts to develop.

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

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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