intermittent internet connection on WIFI and ethernet connections

[jayhcee]

hi, I have a hub 4  M250 and tv360 which is connected via ethernet. I also have a stand alone smart tv which is also ethernet connected, The Internet connection via WIFI and ethernet intermittently stops working, I have a strong WiFi connection with the hub and it is the hub connection to the internet that is the problem, On WiFi I can go to settings on my phone, disconnect and connect the internet and immediately restore service. With the TV360 box and the stand alone TV the external apps will freeze randomly and it is not often we get to watch a whole movie without interruption.

I have a Hive connected via ethernet and a tp-link power line for the TV's as well as WiFi extenders connected via WiFi, There are also 3 laptops/chrome books in the household, 3 mobiles, 2Tablets, Hp multifunction printer,

Any insight as to what might be causing the issue and how to correct would be appreciated.

regards

john

[Zach_R]

Hi @jayhcee,

Thank you for your post and welcome back to our community forums. We're here to help.

I'm sorry to hear you've been having some issues with your broadband connection recently. Are these ongoing today? If so, have you noticed any kind of pattern as to when the issues occur?

Thanks,
 

[jayhcee]

Hi @Zach_R 

Thanks for reply, this has been an ongoing issue for over a year and happens daily. No real pattern exists. with regard my mobile it seems to happen after a period of idle, a quick trip to settings and disconnect from hub and immediately reconnect and I immediately have internet back . with both TV's  whilst using external apps, iPlayer, ITVX etc, I rarely get through a 40min playback any time of day without the internet connection being lost. The picture freezes then the sound drops some seconds later, circle of doom starts and it can be 10 - 15 mins later before I can reconnect. This can be any time during the stream. I have tried switching to another player  but nothing will load, so it would not appear to be the apps themselves which are not behaving.

Regards

John

[Tom_W1]

Hi @jayhcee thanks for your reply.

So we've ran some checks and there doesn't appear to be any issues on the line currently so all should be working correctly.

Approximately how many devices do you have on at one time on the WiFi as this may be a factor too? Additionally, we'd advise rebooting the Hub as it does seem to be a while since this has happened.

We hope this helps and please report back to us.

Many thanks

[jayhcee]

Hi .@Tom_W1,

Thank you, I reset the hub using the online broadband trouble shooter , however within half an hour the TV (ETHERNET CONNECTED) froze and lost connection, it can take up to 15 mins to re connect. Maximum of 3 mobile phones connected at any given time, maximum 1 tablet and 3 laptop/chrome book connected at any time, but unusual for all to be connected at same time. There is a Hive connected by ethernet and 2 TV although only 1 at a time using internet, there is also a HP deskjet plus 4122 printer connected by WiFi. TV ethernet connection is through TP-Link powerline and I also have a TP-Link WiFi extender. I have tried to resolve several times by contact with virginmedia and an engineer even came out but was unable to find any fault as you also discovered, however it still continues to disrupt viewing and internet usage.

regards

John

[Kath_F]

Hi John, 

Thanks for coming back to us on this one. As you're using a TP Link powerline and extender, can you try removing these to see if the same issues occur? Where third party equipment is used, it can cause some issues or may be relating to that, which is something we don't support so we need to remove these from the equation. 

Let us know how things go so we can keep supporting you with this. 

Thanks, 

[jayhcee]

Hi Kath,

i have removed the powerline, will give it a day or so and if still getting dropouts will remove WiFi extender. Will keep you informed.

regards

John

[Sephiroth]

This could well lie in broadband circuit itself.  Therefore a couple of diagnostic measures would help:

1/

Set up a Thinkbroadband BQM (google that) and post the graph after 24 hours that coincide with the breaks you are experiencing.

2/

Please post your downstream, upstream and Network logs from the Hub's GUI.  This will tell us very quicklyu whether eyebrows need to be raised on signal/noise levels.

Btw, for what it's worth, my TVs (apart from one connected directly to the TV360 box) are also fed by Powerline adaptors and I'm very satisfied with the solution.

Finally, does the freeze happen to a TV that is directly connected to the TV360 box?

[Ashleigh_C]

Thank you @jayhcee please do monitor this and keep us updated. 

Thanks again

[Diesel2]

I have a very similar issue of intermittent WiFi going occurring over many months . This is. Real issue as like the original post it shows full signal strength and no internet connection. As nothing has changed within my house in terms of connections or power supply to my WiFI connections this must be a Virgin network issue . It is a real pain as one of the things in my home network is my security cameras which have missed real issues because of the WiFi outages . Is there a permanent fix to this ongoing issue ???