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Wifi dropping out (internet ok)

We have ongoing issues with our Hub 3.0. Internet itself seems fine, as the connection is a-ok with devices plugged in by ethernet. The problem seems to be with wifi, when the hub intermittently drops out of the wifi list on all devices (2 android phones, a chromebook and sky q box). It started suddenly a week ago, and every 20 mins or so. It will drop out but come back after 15-20 seconds. (I know it doesn't sound that bad but it kicks me off my work VPN, which can take 15 mins or more to get back on!) Light is solid white line, occasionally the green wifi light flashes. 

Tried resetting, same problem. Virgin sent us a new router. Same problem.

Virgin sent out an engineer. He replaced some old connections outside and at the wall. Whole internet cut out. He came back. Internet came back but same problem with the wifi. 

He came back a 3rd time (this morning) . Replaced the router again. Was ok for a bit, but now the problem is back again, and it's dropping out every 2-3 minutes, maybe out for a minute. 

I feel like there's nothing else that can be done now but switch providers, which would be a shame because actually Virgin has been good to us, better than Sky was. Please help! 

 

 

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Message 2 of 18
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Re: Wifi dropping out (internet ok)

We have a whatsapp group with some neighbours in our street. Interestingly 2 are also with Virgin, one has been ok but another has just told us they're having exactly the same problems as us, and it started exactly the same time! 

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Alessandro Volta
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Message 3 of 18
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Re: Wifi dropping out (internet ok)

How are you connecting your device, Wi-Fi or ethernet cable ?

 

It can be difficult diagnosing problems without some basic information.

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some troubleshooting; to start with …

 

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Message 4 of 18
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Re: Wifi dropping out (internet ok)

Hi MikeRobbo, thanks for replying.

We have devices connected both ethernet and wifi. Devices connected by ethernet are ok, just the wifi ones drop out. So internet itself seems ok, just the wifi signal is problematic. But we also have a neighbour 3 doors down where the same thing is happening. 

Our engineer has been out 3 times. We did have some old equipment but he upgraded it and made sure all the connectors were good. 

Service status is fine, and I'm sure the engineer would have picked up if it wasn't. 

BQM graph - I set up a BQM graph a few days ago but it just comes back with the red block, not sure how to fix this??

I'll figure out the rest in a bit.... 

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Alessandro Volta
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Message 5 of 18
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Re: Wifi dropping out (internet ok)

Regarding the BQM, you need to go into the Hub Settings and adjust the Firewall to respond to ping [ICMP]


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Message 6 of 18
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Re: Wifi dropping out (internet ok)

Downstream bonded channels

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

14110000001.438256 qam31
22030000002.436256 qam9
32110000002.236256 qam10
42190000002.237256 qam11
52270000001.737256 qam12
62350000001.737256 qam13
72430000001.537256 qam14
82510000001.237256 qam15
92590000001.537256 qam16
102670000001.237256 qam17
112750000001.537256 qam18
122830000001.537256 qam19
132910000001.237256 qam20
142990000001.537256 qam21
15307000000237256 qam22
163150000001.738256 qam23
173230000002.237256 qam24
183630000001.438256 qam25
193710000001.938256 qam26
203790000001.738256 qam27
213870000001.538256 qam28
22395000000238256 qam29
234030000001.538256 qam30
244190000001.538256 qam32



Downstream bonded channels

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

1Locked38.970
2Locked36.6230
3Locked36.6160
4Locked37.6110
5Locked37.3110
6Locked37.6150
7Locked37.6100
8Locked37.670
9Locked37.3170
10Locked37.6140
11Locked37.390
12Locked37.6140
13Locked37.3120
14Locked37.3210
15Locked37.3250
16Locked38.6240
17Locked37.390
18Locked38.6100
19Locked38.9110
20Locked38.670
21Locked38.6110
22Locked38.980
23Locked38.670
24Locked38.6160
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Message 7 of 18
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Re: Wifi dropping out (internet ok)

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1462000214.375512064 qam3
2394000314.375512064 qam4
3537000094.375512064 qam2
4602999934.375512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Message 8 of 18
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Re: Wifi dropping out (internet ok)

Network Log

Time Priority Description

06/09/2020 11:51:48noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 11:49:58Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 11:32:39noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 09:50:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/09/2020 22:42:35noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 9 of 18
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Re: Wifi dropping out (internet ok)

Sorry I can't find any way to enable icmp ping response on the hub 3.0, without going into modem mode (but I don't have another router) or disabling the firewall completely which I'm not comfortable doing. 

Funnily enough it's been perfect today and not dropped out once, first time in over a week it's been good. Typical it would fix itself now but if it starts like this I'll be happy! 

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Message 10 of 18
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Re: Wifi dropping out (internet ok)

Hi Kanrfbs,

 

Welcome to our community and thanks for posting. Sorry to hear you're having issues with out internet services, we know the frustration this causes. Looking through the previous post it seems our community members have given you all the advice you need when it comes to resolving drop out regarding WiFi.

 

You advised you have had no issues with the service since yesterday, which is good news. 

 

If you have any further issues in the future with this please come back to us through this channel so we can assist you.

 

Kind regards Jodi

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