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isaacery
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Intermittent Broadband

Hi,

I've been having trouble with my internet dropping on all devices. This has been an issue for several months but got way worse over the past few days, to the point where the internet is down a lot of the time, dropping every few minutes. I've tried restarting, pinhole resetting etc. my router to no avail. The router network status lists frequent 'critical' events (see below).

2.PNG

Any help would be appreciated ASAP, as I work from home and this is really getting in the way.

Thanks,

Isaac

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jbrennand
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Re: Intermittent Broadband

Lets see some connection data - can you do this...
________________________________________

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, 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/text at bottom-middle of first page up 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

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John
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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.
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Corey_C
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Re: Intermittent Broadband

Thanks for your post and for reaching out to the Community Forums, isaacery

I have set up an engineer’s visit for you which you will be able to view from your online account here.

 

Cheers,

Corey C

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isaacery
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Re: Intermittent Broadband

Hi, sorry I won't be in from 4-7pm tomorrow. Is it possible to schedule a different time? I'm always in 9-5 weekdays.

Thanks,

Isaac

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Gareth_L
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Re: Intermittent Broadband

Hello isaacery

I was going to look at changing this for you, But it appears to have been fixed now 

How are things looking now 

Gareth_L

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