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Yet another intermittent broadband issue

Hi. I know there are a lot of previous posts regarding intermittent broadband but the ones I have read have not been the same as the issue I'm currently experiencing. 

My broadband is cutting off for around 30 seconds every 10-20 minutes or so. When it cuts off the green WiFi light on the hub lights up, then it starts flashing and then the broadband comes back on. I have done the tests online to check the connection, and they say there is no problem. I have tried to set up the app, as this is also suggested online and every time I try and connect the hub to the app it switches off. I've checked all wires and connections, and as far as I can tell they are all fine. I've tried and failed to get through to an actual person at virgin on the phone, but i keep getting cut off.

Someone please help me! I'm not great with technology, all I want to do is speak to someone who can help me - either tell me how to fix it or organise new equipment or someone to come out and fix it, but I cannot get through and it's driving me insane. I have the hub 3.

Thank you. 

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Alessandro Volta
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Message 2 of 12
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Re: Yet another intermittent broadband issue

What does the service status page or the 0800 number say about current know outages or maintenance?


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Message 3 of 12
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Re: Yet another intermittent broadband issue

The service status page says no known issues in the area.

What is the 0800 number? Sorry, I don't know what this is. 

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Message 4 of 12
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Re: Yet another intermittent broadband issue

It's cutting out every 3-5 minutes now. Only briefly but that isn't the point. It's not just on once device either it's all connected devices. 

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Alessandro Volta
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Message 5 of 12
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Re: Yet another intermittent broadband issue

0800 561 0061, this will tell you of more local issues that may be affecting your district. Be aware that it isn't a manned line.

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. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then 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. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 6 of 12
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Re: Yet another intermittent broadband issue

My BQM 

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Message 7 of 12
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Re: Yet another intermittent broadband issue

Screenshot_20201031_102942_com.android.chrome.jpg

I've typed 192.168.0.1 into the URL, but I'm not getting any option other than sign in with my settings password. Do I need to do this? I'm not seeing 'check router status'. 

Thank you for replying by the way - I genuinely appreciate it. 

 

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Alessandro Volta
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Message 8 of 12
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Re: Yet another intermittent broadband issue

That indicates that you haven't logged into the Hub before.

Log into the Hub, select your language then click through the process, you can skip the change password if you wish. Once you have completed the process log out then click  'Check Router Status' link.

Router-Status-01

 

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 9 of 12
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Re: Yet another intermittent broadband issue

PasswordShow
 


 
Router status
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1227000000-337256 qam12
2139000000037256 qam1
3147000000037256 qam2
4155000000-0.237256 qam3
5163000000-0.537256 qam4
6171000000-0.737256 qam5
7179000000-1.237256 qam6
8187000000-1.737256 qam7
9195000000-237256 qam8
10203000000-2.237256 qam9
11211000000-2.537256 qam10
12219000000-2.737256 qam11
13235000000-3.237256 qam13
14243000000-3.437256 qam14
15251000000-3.537256 qam15
16259000000-3.737256 qam16
17267000000-3.737256 qam17
18275000000-3.737256 qam18
19283000000-3.437256 qam19
20291000000-3.537256 qam20
21299000000-3.237256 qam21
22307000000-3.937256 qam22
23315000000-3.937256 qam23
24323000000-4.237256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked37.3100
2Locked37.6290
3Locked37.6240
4Locked37.6210
5Locked37.6230
6Locked37.6220
7Locked37.680
8Locked37.670
9Locked37.680
10Locked37.680
11Locked37.6100
12Locked37.690
13Locked37.3140
14Locked37.6130
15Locked37.3100
16Locked37.6110
17Locked37.3100
18Locked37.690
19Locked37.690
20Locked37.3140
21Locked37.630
22Locked37.6130
23Locked37.380
24Locked37.6200
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Message 10 of 12
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Re: Yet another intermittent broadband issue

PasswordShow
 


 
Router status
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13260000046512064 qam5
23940000046512064 qam4
34620000046512064 qam3
45370000046512064 qam2


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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