Internet Keeps Disconnecting

[Sherbet66]

 

I'm having an issue with my internet (not Wifi) keeps dropping for approx 1 minute, this happens from 25-30 times over a 24 hour period, this is been going on for about a year.

! had an older Hub 2 in Modem Mode linked to an Asus Ac68U.

So far I have:

1. Replaced the wireless card in the laptop
2. Replaced the Asus AC68U for another AC68U
3. Replaced the replacement with a AC66U
4. Bought an extender Netgear EX8000 in case it was a weak signal issue
5. Replace the Hub 2 with a Hub 3
6. Bought a TP Link AX11000

Problem is still happening taking out the internet to all devices for a minute period:

Date and time	Status
03/20/2021 7:05:48 AM	Online
03/20/2021 7:05:22 AM	No internet connection
03/20/2021 7:05:21 AM	No internet connection. Wi-Fi/Ethernet OK
03/20/2021 7:04:58 AM	No internet connection
03/20/2021 7:04:51 AM	No internet connection. Wi-Fi/Ethernet OK
03/20/2021 7:04:42 AM	No internet connection
03/20/2021 7:04:24 AM	No internet connection. Wi-Fi/Ethernet OK
03/20/2021 7:04:15 AM	Online
03/20/2021 7:04:12 AM	No internet connection. Wi-Fi/Ethernet OK
03/20/2021 7:04:03 AM	Online
03/20/2021 7:03:45 AM	No internet connection. Wi-Fi/Ethernet OK
03/20/2021 7:03:38 AM	Online
03/20/2021 7:03:33 AM	No internet connection. Wi-Fi/Ethernet OK
03/20/2021 7:03:31 AM	No internet connection
03/20/2021 7:02:57 AM	No internet connection. Wi-Fi/Ethernet OK
03/20/2021 7:02:47 AM	Online
03/20/2021 7:02:27 AM	No internet connection. Wi-Fi/Ethernet OK
03/20/2021 7:02:19 AM	Online
03/20/2021 7:02:06 AM	No internet connection. Wi-Fi/Ethernet OK
03/20/2021 6:15:39 AM	Online
03/20/2021 6:15:39 AM	No internet connection. Wi-Fi/Ethernet OK
03/20/2021 3:59:44 AM	Online

I’m pretty much at my wits end. I’ve reset the Hub 3 yesterday and rebooted this to no avail.

This problem has spanned 4 separate routers, including the monstrously powerful AX11000 which gives a solid 180 meg connection at the opposite end of the house, so I have discounted this being an environmental wifi issue.

There are no other wifi signals impacting on my property.

Virgin seem pretty unsure themselves beyond replacing the router again.

[jbrennand · Accepted solution]

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

[Sherbet66 · Accepted solution]

John,

thanks for the ster towards the broadband monitor, very helpful. I ran this for 24 hours,

I'm not totally sure how to interpret this though!

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8d0b88f42d7c03a1dbe10e4098ce1eb509... 

[Natalie_L · Accepted solution]

Hi Sherbet66

Thank you for your post and for providing the logs and BQM.

I have reviewed the information provided alongside your equipment from our side and everything does appear to be working within spec with no obvious issues. 

With the internet disconnecting, is this happening on both wired and wireless connections please? 

Thanks 

[Sherbet66]

Hi,

Thanks to the Broadband monitor and feedback from folk here I have ruled out Virgin as being the cause of this issue, many thanks all.

[Kath_F · Accepted solution]

Thanks for popping back and updating the thread Shebert66.

We have a great community with many users who have a whole wealth of knowledge so even if the issue is outside of Virgin Media, you can still continue to post and get help from the Community itself. 

Take care and if you do have any further issues, let us know.

Thanks,