For some time now my broadband has been dropping out , sometimes just for a couple of minutes sometimes longer. I have checked everything as advised. It comes back on by itself . The help line just hangs up on me, my speech and hearing are bit slow due to Buccal Cancer and even trying to explain this results often in abuse 'you stupid man tell rubbish test is ok ' they fire questions at me and unless answered instantly the line cut off. It used to be possible to speak to someone in the Uk but this is no longer permitted by them. I see on here posters listing details of results from their hub. Can someone help to explain how this is done as it may provide an answer from a member who understands these figures. Thanks.
Can you post some stats. Go to 192.168.0.1 (router mode) or 192.168.100.1 (modem mode), do not log in, click on the link "Check Router Status". Copy and paste the Downstream, Upstream and Network Logs. Mask any public IP address.
You could try calling “Retentions” on 150 or 0345 454 1111 - options 1-1-4-5 "Thinking of leaving" - they are open 8am until 10pm [calling early is usually best]) you will usually get a UK call centre who’s staff are more informed and helpful. You dont say whether it is just wifi devices that drop out or do ethernet cable connected ones also drop out at the same time. What hub model do you have? In the meantime try this...
Check all your coax connections are in nice and "finger" tight at the Hub and wall box and at any splitters/attenuators/etc and that the internal wiring is ok with no kinking or chaffing. Also check that all looks good with the outside cabling and wall box.
If that’s all good.... post up your Hub/network connection details and someone will check to see if there is a problem there. In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before] click on the “router status” icon at top right or the text at bottom middle - of first page up (depending on which hub you have) and then copy/paste 3 sets of data onto here - the downstream, upstream, & network logs. Don't worry too much about the formatting it can be easily read & don’t include personal data or MAC addresses - blank them out.
-------------------- John --------------------
My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
Hello, thanks to both responders.The hub is marked Superhub and Netgear. there is a single coax cable with a 'forward path equaliser 4db' at the hub input point. It was replaced some time ago as the NTL one was obsolete. It has worked well for ages . I have a Belkin router which connects via an ethernet cable to the hub. The network troubleshooter shows the Belkin connected ok to the hub,then ok to the net but there is in fact no internet.I have checked all the cables including the white box inside and the outer brown box. There is a netbook connected by Ethernet to the hub and shows the same problem. I am suspicious that recent roadworks may have damaged something up to the main cabinet which is 100 mts away. I will follow your instructions carefully as this is unfamiliar territory. I'm getting on a bit now so I will take it slowly. Thanks again to RG and your self.
Hello. I have downloaded lots of info. When I try to send it a message comes up telling me to correct underlined errors? and this-- Your post has been changed because invalid HTML was found in the message body. The invalid HTML has been removed. Please review the message and submit the message when you are satisfied. What should i do now. Oddly as I was doing this the connection dropped out for a short time.