Hi, every few days I seem to be experiencing connection drop outs which I know are not WIFI related as its effects server I have connected via network cable to the VM router and this also gets disconnected from the internet. My setup is as follows:
VM router broadcasting and only Sky Q is connected to this wifi network. I also have BT Whole Home Mesh Discs connected to the VM router via network cable and broadcasting a wifi network that everything else uses.
Reason for this setup is that I had big issues with just the VM router and when I let BT discs manage the wifi connections, my issues were resolved and deadspots lost. I had issues putting VM router in to modem mode so originally just stopped it broadcasting, however I then had issues with Sky Q on the BT discs as according to the Sky engineers, the Q boxes don't work so well on a mesh network. Hence switching the broadcast back on and connecting only Sky to this.
Having some trouble pasting my downstream, upstream and log as its saying im breaching the 20k characters... i'll paste in a separate comment.
I've seen some similar posts suggesting the power levels are an issue, but if anyone has any other suggestions i'm open to trying other things such as changing my setup.
Power levels seem ok - someone else will comment on the logs.
In the meantime set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any network 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. Make sure you uncheck the “ignore ping from WAN side” box in the settings if you see a wall of "red" - note it will take an hour or two to start seeing a sensible picture.
I had a large drop out yesterday for a few hours whilst I was out of the house. What is strange about this particular one is that my server connected via ethernet to the router was still accessible?? I had to reboot the VM Hub 3 router to get it all back up and running. I don't have anything in the network log for this date or time.
I checked the log again this morning and overnight I see the following lines:
SW download Successful - Via NMS
SW Download INIT - Via NMS
I Googled them and it looks like these are direct updates to my router? Is that right? or could it simply be a general patch of some sort? I'm just wondering is VM are aware of the issue and trying to fix remotely?
One other last thing, I did a diagnostics on the VM router and all it said was the telephone line was not working... which it actually is.
Thank you for your post Brevhead and sorry to hear you're experiencing some broadband issues.
As Jbrennand has helpfully advised the power levels look in the correct levels on your post.
Could we please confirm if you've currently got your Hub in router mode? If so have you performed a pin hole reset and if so, did this improve your service?
Is this happening through both wired and wireless devices? Does your Hub lights change when these drop outs occur? Have you also tried to unplug and resit the cables into the Hub to ensure these are secure?
Thanks for coming back to me. The hub is in router mode and I have not performed a pin hole reset, but have switched it off and on again a number of times. I assume the pin hole reset would lose all setup details and config such as port forwarding etc ?
I had another large drop out yesterday and a shorter one this morning.
I spoke with Vm customer services who said they would send me a new hub but i'm a) not convinced they put the request through as I have received no email confirmation and b) not convinced it will help, but will give it a go if it ever comes through.
Is there anything else that can be checked from your end? or is the hub pin reset, power levels and new hub all that can be done before an engineer visit?
I have someone from BT calling today to discuss switching as I work from home and cannot keep putting up with these continuing drop outs.
Thank you for the information Luke, if the team have sent a replacement Hub then this should be the best fix for it if they went through all their tests prior to this.
In regards to working from home, if you have our Homeworks package then we can send a next day engineer appointment and include some other helpful offers for someone who works from home. I don't want this to sound too much like a sales pitch as I do understand you're currently experiencing a fault and this may only help in future so I'll include a link to more information on this here for you.
If you can please replace the Hub with the replacement when this arrives within 3-5 working days from the request and keep us updated on how this goes.