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watfordh
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Intermittent Broadband Hub 3

I am getting intermittent loss of broadband internet on a fairly frequent basis (a couple of times a day). This affects wifi and ethernet connected devices as well as catch up TV.

I’ve tried turning the router off and on and resetting it, but have not resolved the problem.

During the outage, the router white light often stays on, but sometimes it goes off then the green lights all light up.  Sometimes the ethernet lights are off and router is unresponsive to log in.

I was beginning to think it was a router problem, but having read various threads on here I have checked all connections and inspected the cable outside and found a section that looks damaged. Could this cause intermittent faults? 

I've given up trying to get help on the phone line and the online help keeps saying reset the router.

Hoping someone knowledgeable on here can help!

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Paulina_Z
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Re: Intermittent Broadband Hub 3

Hi @watfordh,

 

Welcome to our Community Forum! Thank you so much for your first post, we really appreciate it.

 

Apologies about the delayed response and we're sorry to hear that you're experiencing so many intermittent connection issues!

 

Thank you for stating which connections are impacted and stating what you've already done to try and resolve this issue yourself.

 

For any connection issues, I would advise you take a look on our website here and check your device connections to the WiFi or Ethernet.

You can always try to reset your Hub completely to the factory settings to see if this will help.

 

However, from taking a look at your account, I can see that there are some power level issues that could be impacting your connection. In this instance, I have booked a technician to come to your property to take a look at your equipment and hopefully resolve this fault.

I cannot confirm the details of this appointment on a public forum, but you are able to manage your appointment via your online account here.

 

Please keep us updated with how your appointment goes.

 

Thanks!

Paulina_Z
Forum Team



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watfordh
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Re: Intermittent Broadband Hub 3

Thank you,  I can see the appointment on my account. 

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Corey_C
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Re: Intermittent Broadband Hub 3

Thanks for your reply and update, watfordh.

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watfordh
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Re: Intermittent Broadband Hub 3

Thank you.

The technician has been and repaired the damaged cable.  He also said there was a problem in the cabinet which he has fixed.  Broadband is working OK now, fingers crossed the problem is resolved.

 

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John_GS
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Re: Intermittent Broadband Hub 3

Hi watfordh

 

Thanks for coming back to us.

 

I am glad to hear all seems sorted 🙂

 

Drop us a line should you ever need us 

 

Kind regards,

John_GS
Forum Team

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