Wifi stays connect but doesn’t work

[Duncanclan]

Hello

We have constant issues where the wifi stops working. But you check the hub all seems ok. And the devices state they’re connected to wifi but nothing works / loads. This happens a lot. 

We were told work was outstanding in the area TS17 but nothing shows on service status. 

This has been an issue for months and causes us to eat through mobile data. 

[jbrennand]

Who told you there was an ongoing fault? Did you get a fault reference number?

If not, check 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 down to postcode level.

If nothing shows call in and ask - get a ref. number

Also set up a BQM this will show network issues
________________________________________

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

[Alex_RM]

Hi Duncanclan,

Thanks for posting and welcome too our community 🙂

I'm sorry to see you've had some trouble with your connection .

I've been able to locate your account using your forum details and can see you were able to arrange a technician visit regarding this.

If you do still need help with anything please let us know.

Alex_Rm