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JokerZero
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Message 71 of 192
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Re: superhub keeps losing internet connection ??

Same here for last two days we are losing both wired and wireless connection every few hours. Reboots fix but should not be rebooting this often.
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Forum Team
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Message 72 of 192
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Re: superhub keeps losing internet connection ??

Hi JokerZero,

 

Thanks for posting!

 

Sorry to hear you're having trouble with your connection.

 

I've located your account and I can see an issue with your Upstream and Downstream power levels that will need to be adjusted by a technician. I've sent you a private message (purple envelope at the top right of your screen) screen so I can arrange an appointment.

 

Speak soon Smiley Very Happy

 

Josh


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spandex
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Message 73 of 192
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Re: superhub keeps losing internet connection ??

I've also been suffering the last 3 or 4 days with intermittent drop outs.

I've tried all sorts to fix my problem as today it's been practically unusable.

I've reset router hard and soft, I was previously using an external modem so I've tried both methods and my ps4 won't stay connected, the arrow logo on my router keeps going from blue to flashing green and back again.

The fault checker is coming back with nothing and would like to organise an engineer to come test and perhaps replace equipment. Already had to ring to sort out my tivo and v+ hd box last week. Very close to leaving.
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auau
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Message 74 of 192
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Re: superhub keeps losing internet connection ??

I have the same problem: my internet connection drops many times per day. I'm connected via an ethernet cable to my superhub, so it isn't a WLAN problem. The connection test doesn't find any problem.


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Crockett
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Message 75 of 192
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Re: superhub keeps losing internet connection ??

I'm having the same issue. The Network Log always shows a string of T3 Time-Out errors as the <-> arrow blinks green. It ultimately returns to blue, but this is driving me crazy as an online gamer!

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sinbad69
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Message 76 of 192
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Re: superhub keeps losing internet connection ??

Hi there, 

I am having similar issues to others on the forum. 

Internet connect keeps dropping very frequently, sometimes it dosnt drop for long and others I have to reboot the actual superhub to reestablish the connect. 

It happens on multiple devices at the same time, Desktop, Laptop and Iphones/Ipads so it is not a machine specific issue. The Wifi remains working as I can copy files from my desktop to my MyBook networked storage and when the internet connect drops the files are still copying without an issue. 

Seems others are showing T3/T4 issues in the log files (no idea what that is) so can you check to see if there is anything similar coming up on my superhub or connection? It is causing real issues as my work WebEx meetings keep dropping out. 

Many thanks in advance

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Forum Team
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Message 77 of 192
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Re: superhub keeps losing internet connection ??

Hi All,

 

Thanks for taking the time to post on the community.

 

My apologies you are also experiencing intermittent connection.

 

spandex - I can see you have created a new thread and my colleague Heather has replied to you.

 

auau - The downstream power levels are too low at -11 dBmV and I have sent you a PM (purple envelope icon, right corner) to arrange an engineer appointment.

 

Crockett - Your upstream power levels are too high at 54 dBmV and have also sent you a PM to book an engineer visit.

 

sinbad69 - I was unable to see any issue on your line/network. Are you able to post the network log for us to check over please?

 

Speak to you all soon

Sam

 

 

 


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droppingout
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Message 78 of 192
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Re: superhub keeps losing internet connection ??

Same problem here, it's been driving us nuts for months.

What info do I need to provide so someone can run some checks?

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sinbad69
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Message 79 of 192
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Re: superhub keeps losing internet connection ??

Hi Sam, 

Thanks for responding, have have been on with Tech support a few times. I have been moving Channels from 10 downwards to try to get the system to stop dropping out. I am on channel 8 at the moment, still some dropping of the line but not as bad as it has been. 

The tech support team didnt think it was a power issue but just to much interference from other wifi signals in the area. 

Thanks for taking a look.

 

Network Log

First TimeLast TimePriorityError NumberDescription
01/05/2017 13:36:24 GMT01/05/2017 13:36:24 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/05/2017 13:36:24 GMT01/05/2017 13:36:24 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/05/2017 13:36:24 GMT01/05/2017 13:36:24 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/05/2017 13:36:24 GMT01/05/2017 13:36:24 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/05/2017 13:36:24 GMT01/05/2017 13:36:24 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/05/2017 13:36:24 GMT01/05/2017 13:36:24 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/05/2017 13:36:24 GMT01/05/2017 13:36:24 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/05/2017 13:36:24 GMT01/05/2017 13:36:24 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/05/2017 13:36:24 GMT01/05/2017 13:36:24 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/05/2017 13:36:24 GMT01/05/2017 13:36:24 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/05/2017 13:36:24 GMT01/05/2017 13:36:24 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/05/2017 13:36:24 GMT01/05/2017 13:36:24 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/05/2017 13:36:24 GMT01/05/2017 13:36:24 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/05/2017 13:36:24 GMT01/05/2017 13:36:24 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/05/2017 13:36:24 GMT01/05/2017 13:36:24 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/05/2017 13:36:24 GMT01/05/2017 13:36:24 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/05/2017 13:36:24 GMT01/05/2017 13:36:24 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/05/2017 13:36:24 GMT01/05/2017 13:36:24 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/05/2017 13:36:24 GMT01/05/2017 13:36:24 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/05/2017 13:36:24 GMT01/05/2017 13:36:24 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/05/2017 13:36:24 GMT01/05/2017 13:36:24 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/05/2017 13:36:24 GMT01/05/2017 13:36:24 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/05/2017 13:36:24 GMT01/05/2017 13:36:24 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/05/2017 13:36:24 GMT01/05/2017 13:36:24 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/05/2017 13:36:24 GMT01/05/2017 13:36:24 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/05/2017 13:36:24 GMT01/05/2017 13:36:24 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/05/2017 13:36:24 GMT01/05/2017 13:36:24 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/05/2017 13:36:24 GMT01/05/2017 13:36:24 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/05/2017 13:36:24 GMT01/05/2017 13:36:24 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/05/2017 13:36:24 GMT01/05/2017 13:36:24 GMTCritical (3)82000200No Ranging Response received - T3 time-out
01/05/2017 13:36:24 GMT01/05/2017 13:36:24 GMTCritical (3)82000200No Ranging Response received - T3 time-out
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sootylfc
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Message 80 of 192
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Re: superhub keeps losing internet connection ??

Been having the same problem for a few weeks now, ever since our hub was upgraded. Had engineers out 2 weeks ago and even though they replaced the new router with another new router ,the problem is still there. Working from home this is causing me major issues, my systems keep dropping out every minute and I have tried everything. Changed from hard wired to wifi, moved things around, turned other equipment off. But we never had this problem until the new hub and tivo box arrived and the setup has been the same for over a year. Ive even used next doors Virgin connection, theirs is fine. Any other suggestions welcome.

Here is a copy of just 30 mins of the tracking program ive installed:

04/05/2017 12:51:01 0:00:18
04/05/2017 12:51:24 0:00:20
04/05/2017 12:52:05 0:00:16
04/05/2017 12:52:30 0:00:19
04/05/2017 12:52:58 0:00:18
04/05/2017 12:53:47 0:00:16
04/05/2017 12:54:31 0:00:18
04/05/2017 12:55:53 0:00:03
04/05/2017 12:57:39 0:00:19
04/05/2017 12:59:03 0:00:03
04/05/2017 12:59:44 0:00:17
04/05/2017 13:06:39 0:00:09
04/05/2017 13:07:09 0:00:03
04/05/2017 13:07:24 0:00:04
04/05/2017 13:07:43 0:00:18
04/05/2017 13:08:49 0:00:31
04/05/2017 13:09:25 0:00:04
04/05/2017 13:09:34 0:00:05
04/05/2017 13:09:45 0:00:03
04/05/2017 13:12:03 0:00:04
04/05/2017 13:12:35 0:00:11
04/05/2017 13:13:02 0:00:05
04/05/2017 13:13:57 0:00:06
04/05/2017 13:14:08 0:00:04
04/05/2017 13:15:01 0:00:07
04/05/2017 13:15:13 0:00:24

Help please!

 

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