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Broadband network drop out occasionally

Hi, I have been using the M100 Fibre Broadband for around two months. It was fine before, stable and fast. But ever since last two weeks, it starts dropping out very shortly occasionally. Sometimes it happens once a few hours, but more often it happens every 10 to 30 minutes. It disconnection usually happens no more than a few seconds, then it would come back. This is quite annoying as me and my partner need to have some online meetings, and it interrupts the meetings awkwardly.

The hub is turned into modem mode. I have been using my own tp-link decor to broadcast wifi. I have my pc connected to the tp-link router with ethernet cable directly. Same disconnection problem. Also, I inspect the network connection with tp-link app, the routers also report no network connection from time to time, together with the disconnection we experienced. So I am quite sure the network drop out happens in the Hub or upstream.

I have tried rebooting the hub multiple times, but seems not helping at all.

I am not sure if it is a magenta or red light on the hub. I checked that red light means overheating. But I put the hub in a kinda open space. The device is warm but not so hot.


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Very Insightful Person
Very Insightful Person
Message 2 of 3
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Re: Broadband network drop out occasionally

Hub light is magenta (reddy/purple) in modem mode - so probably ok. Flick it back to router mode and see if reverts to "white" (it should).

To address the connection issues.

First check for any known issues, as well as trying the “check service,”Area status webpage" (link at top right of this forum), also try 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.

Then post up the Hub connection data as per this...

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 (or - if in modem mode) (DONT click these links) - and hit return. On the first page up dont login just click on the “router status” icon/text at bottom-middle of the Login page and then just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts

If you haven’t already, set up a free, secure and “offlsite” - “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”. 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 then click OK


I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 1 WiFi, 1 on PA) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's. On 250Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Alessandro Volta
Message 3 of 3
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Re: Broadband network drop out occasionally

Connect a PC to the hub in modem mode power off hub for 2mins to allow a new device and see if you get drop out and if your PC has another NIC you can use internet connection sharing in windows to your tp-link decor as you test.

You can even setup a BQM

Change Ethernet cables

maybe a bit of Wireshark with filter
port 68 or port 67 or arp
to check your getting a reply from the gateway

and then a new hub

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