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Dawnbrown
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Internet drop out

Hi. I am very frustrated at the number of times my connection drops out. No exaggeration it will happen every 10 minutes when trying to use it. I have checked all the connections and they appear to be finger tight. If I cannot get this issue resolved I will be voting with my feet and moving suppliers 

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MikeRobbo
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Alessandro Volta
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Re: Internet drop out

How are you connecting your device[s], Wi-Fi or ethernet cable ?


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Dawnbrown
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Re: Internet drop out

Hi Mike

Thanks for your post. Yes I have just realised this could be the problem. My tv is connected via Ethernet and the is no problem with iPlayer our YouTube for example. I think my problem is the router. Do you know if I can get an upgrade to the latest virgin router

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MikeRobbo
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Alessandro Volta
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Re: Internet drop out

The Hub won't help in most cases.

Use ethernet cable connections wherever possible especially on streaming devices.

Try this ...

You may be as well refining your Wi-Fi management, it will certainly help keeping track of your Wi-Fi frequencies.

Best done with a cable connected device.

Instructions for Hub 3

Log in to the Hub.

Advanced Settings > Wireless Signal > click ‘Disable Channel Optimization’ > Click ‘Apply Changes’.

Advanced Settings > Wireless > Security > Add 2 to the 2.4GHz Channel name [SSID] > Add 5 to the 5 GHz Channel name [SSID] > Click ‘Apply Changes’

You can leave the passwords the same as they are. 

Log out of the Hub.

You will need to reconnect all you Wi-Fi devices some will want to connect to 5Ghz and some to 2.4GHz and some will connect to either.

When you connect the devices do it at the furthest point from the Hub that the device will be used.

2.4GHz is a stronger signal but slower than 5GHz so if you have problems on 5GHz change to 2.4GHz.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Dawnbrown
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Re: Internet drop out

Oh dear. Spoke too soon. Now non of the download sites are working. IPlayer, YouTube,Amazon. Doing this post on 4g tearing my hair out

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MikeRobbo
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Alessandro Volta
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Re: Internet drop out

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

 

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Dawnbrown
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Message 7 of 7
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Re: Internet drop out

Hi Mike. Thanks for your post

I had tried to find out if there were any service issues but we have very poor 4g and with poor internet I was unable to check this. Since then I have managed to use the number you kindly sent and there are issues with the service

i have also managed to speak to someone at Virgin and it turns out emergency repairs are being carried out in the area so hopefully the issue will be resolved

thanks again for taking the time to try and help me

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