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suge1w
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Internet disconnects randomly / hardly any WiFi

We're having issues with our SuperHub router. I'm a long-term Virgin customer and I'm very impressed with the broadband speed but, over the past couple of weeks, the connection has dropped at regular intervals and WIFI is a non-starter. I had to use 4G on my phone and now my allowance is gone. The WIFI connection would drop out after 15 minutes and take a minute to come back. This is obviously a pain because I work from home so I need a strong and stable connection.

I've tried running service tests but no luck. Can anyone from Virgin shed some light on this?

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Tudor
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Message 2 of 12
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Re: Internet disconnects randomly / hardly any WiFi

Go into your hub on 192.168.0.1 and post your up/down stream stats and network log. 


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There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
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suge1w
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Re: Internet disconnects randomly / hardly any WiFi

Thanks for the response! Here it is68B1CB9B-33E7-4835-938F-3B014729DCE5.jpeg

 

23752FD5-5DB6-46A6-97C0-A8A3B82240D9.jpeg

 

7286D5D5-685E-4B21-A9F1-9E821FA74267.jpeg

 

 

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suge1w
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Re: Internet disconnects randomly / hardly any WiFi

Network log

 39EBDE7B-A393-45AD-AE2E-E0C70BB6F975.jpeg

 

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Forum Team (Retired) Samantha_L
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Message 5 of 12
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Re: Internet disconnects randomly / hardly any WiFi

Morning suge1w,

 

Thanks for posting and welcome back to the community.

 

I'm sorry to read you are experiencing disconnections. I can imagine how frustrating this must be.

 

I would like to help you further, however I was unable to find your account. Can you please send me a PM confirming your name, if your the account holder and your home address?

 

Hope to hear from you soon

Sam


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suge1w
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Message 6 of 12
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Re: Internet disconnects randomly / hardly any WiFi

Hello Samantha,

Of course, we're still having connection issues. It did sort itself out for a while but the connection was never really strong and stable during this time. I'll PM you my account info.

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suge1w
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Message 7 of 12
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Re: Internet disconnects randomly / hardly any WiFi

Info PM'd.
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Very Insightful Person
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Message 8 of 12
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Re: Internet disconnects randomly / hardly any WiFi

is the problem just wifi or does wired connections drop as well

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Tony
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suge1w
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Message 9 of 12
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Re: Internet disconnects randomly / hardly any WiFi

Hello Tony,

It's wifi and wired.

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Forum Team (Retired) Samantha_L
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Re: Internet disconnects randomly / hardly any WiFi

Hi suge1w,

 

Thanks for the PM and confirming your details, I appreciate it.

 

When I checked your line, there has been time-outs reported, however as the router has been online for nearly 50 days, these could of happened on day one then nothing since.

 

If you can, reboot the router, then after say 24 hours, post the downstream, upstream and network log for us to check over. I can also check the time-outs again.

 

Do you notice any lights change on the router at all?

 

Speak soon
Sam


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