Menu
Reply
jimmiep
  • 3
  • 0
  • 0
Joining in
187 Views
Message 1 of 2
Flag for a moderator

Daily loss of internet (wifi & ethernet) - Superhub reset needed - Why?

For the last two weeks our internet connection has dropped out at least once every day. This is not just a wifi issue as it affects devices connected by ethernet cable (e.g. NAS Drive). switching off the SuperHub 3.0 and switching back on will resolve the issue for a few hours/rest of the day, but it happens again the next day. 

I have tried to contact VirginMedia support about this but it's impossible to get through it seems at the moment. 

I've read about people using the SuperHub in modem-only mode and connecting another (better) router - I'm prepared to consider this but I want to understand if the problem I'm describing is something that this would not fix. i.e. if connection drops like this, would it still drop even in modem only mode?

sods law means it usually occurs halfway through a video conference for work and it's getting tiresome resetting each time. By the time the connection is back up again the meeting is over...

any help much appreciated

0 Kudos
Reply
jbrennand
  • 26.49K
  • 2.7K
  • 4.91K
Very Insightful Person
Very Insightful Person
155 Views
Message 2 of 2
Flag for a moderator

Re: Daily loss of internet (wifi & ethernet) - Superhub reset needed - Why?

As its affecting wired connections too and to try and diagnose a connection problem - that a new router wont help - can you do this
____________________________________________________________

First switch the Hub off for 5 minutes and unplug it from the mains. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box. Then switch it on again and leave a few minutes

Then do a Hub “pinhole reset” - make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub, and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 seconds, release the pin, leave for 10’ to stabilise - dont manually switch it off at any time.

Then 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 unless you have the New Hub4 when you do] click on the “router status” icon at top right (SH2’s) or text at bottom-middle of first page up (Hub3) and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages 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.

Also, in the meantime... if you haven’t already, set up a free and secure “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” (as per instructions on the TB website) when it starts to develop.

https://www.thinkbroadband.com/broadband/monitoring/quality

--------------------
John
--------------------

I do not work for VM. 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
0 Kudos
Reply