"Hmmm… can't reach this page" on new Hub 5

[beardedian]

Received and set up a new Hub 5 yesterday (replacing a Hub 3 following the 18mthly renewal/upgrade of the contract)

Since then, when browsing (on PC with wifi on 5G), I keep getting a 'Hmmm… can't reach this page' ' server IP address could not be found' 

I tend to find that the first page I open will be fine, possibly the second, but after that it get the error. If I then wait around 10 seconds and press F5 the page loads.

Have tried different browsers and users, cleared/flushed setting/dns, etc.

Tethering to my mobile hotspot, and all works fine.

No other changes have been made to the internet/PC/wifi adapter bar the new Hub. 

[beardedian]

Hi Megan, was on the WhatApp chat on Friday morning and they are sending out a WiFi booster, so see if that solves the issue

[beardedian]

Fortunately, am on a Gig package, so not costing me.

Will see what happens, but since there is a lot of packet loss reported from the Think Broadband scan, then don't think it will solve it. 

But, still, getting a free wi-fi booster which will always come in handy

[Ashleigh_C]

Thank you @beardedian 

Are you able to pop back and let us know how things are looking after the Pod has come through? 

[beardedian]

Hi, just to let you know that we still get the 'Hmmm… can't reach this page' ' server IP address could not be found' on a regular basis. 

The pod is in use, plugged in 3 feet from the PC 

[fizz]

how is your think boraqdband monitor looking? Also I am spurprised that nobody has checked your modem levels? did your hub 3 have any sort of attenuator on the back between the modem and the actual cable? Are you running any sort of firewall software on your PC? Clear down your browser cache as well. Also I don't know the answer to this one.. the protection settings have not been switched on withoun your account? (Sorry I don't know where these are or the proper name for it something to so with child protection or whatever)

[beardedian]

Latest chart

 No attenuator on previous hub, direct replacement using same coax cables.

Same issue whether Firewall on or disabled, have cleared browser (Firefox/Chrome/Edge) cache

The issue isn't site specific, BBC, FB, VM, etc

[Gareth_L]

Hello beardedian.

I may just have the answer for your "cant reach this page issue"

I have just ran a check on your hub and one of the downstream levels is way out.

To get this fixed we would need to arrange for an engineer to attend.

I'd like to take a look into arranging this for you.
If you don't mind, I will need to send you a private message to pass security. 
If you can check the Logo top right of your screen that would be great. 

If you could also unplug your hub for a minute as well as it has been online for a while now.

Sometimes a reboot refreshes the hub and signal.
Regards     
Gareth_L
 

[Gareth_L]

Thanks for those details beardedian.

Just so you are aware, I have booked a technicians visit as requested.

Can you please let me know how the visit goes.

Gareth_L

[Sihill84]

I'm having the same issue.  Hub 5X, 1G connection, 3 Wifi pods.  Streaming 4k is perfect, but so many issues with latency where web pages don't load, Facebook links just stop etc.  My wife is blaming me for all this as our previous 50mb connection was much more stable 😂

Any help would be much appreciated 

[beardedian]

Engineer came, looks like it is the cable from the house to the green street box, which has been booked in with Network to come out by 22nd December. Can't be a moment too soon, looking at my recent traces