Wifi hub - no operator logs

[martynwjones]

Hello,

My Internet connection to the outside world seems to drop once a day now, steadly got worse over the last month.  I thought I would go into the Router setup and review the operator logs.  However, to my suprise the list is empty and I cannot see any logs.  Is there a fix for this please?  Software version: SG4K100208. I have full upload and download speed at the moment.  Also, the router pages seem very slow to load, this is unusual.  I have reset the router by turning off the power for 10 minutes.  I do not use the wifi.

Thanks for your help

Marty 🙂

[martynwjones]

The internet connection drops on all devices when the orange light is on.

[Thabile-TT]

I understand that. however, the issue does occur with your router flashing orange? does the issue occur when you are using a mobile phone or other device when connected to the wifi ?

[martynwjones]

not a wifi issue.  Same issue on Laptop which is wired connection.

[Thabile-TT]

Does the problem occur everywhere you try and use the Wi-Fi, or just in certain parts of the house - for example upstairs, or outside the house?
 

I need to establish if the problem is a general WiFi or Broadband issue, or if it's potentially a coverage issue. If the problem only occurs in places that may be further from the router, or are blocked by walls, doors or windows, then it's likely the issue is related to the Wi-Fi signal not being strong enough where you experience the problem.

[Thabile-TT]

Thank you for that information, I'm going to start running the tests for you 

[martynwjones]

Only flashes orange for 1 or 2 minutes and then reconnects on it's own

[Thabile-TT]

Thank you for confirming, i have noted all this down, I need to know at this moment is the router flashing orange still and is there no internet at all?

[martynwjones]

“I’ve been running continuous PingPlotter monitoring. I’m seeing repeated packet-loss events lasting ~3 seconds. Loss starts at your first hop, not my router. My internal network remains stable. I can provide timestamps and graphs.

[Thabile-TT]

@martynwjones thank you for confirming, currently do you have no internet at all or is the connection dropping?

[martynwjones]

At home. No life critical devices. Using Laptop. no Wifi

[siphosethu-TT]

Please confirm if you are currently at home. 

[siphosethu-TT]

We need to continue with the checks to confirm if a new router is needed or not. 

[martynwjones]

Hello - is there an update on my fault please?

[siphosethu-TT]

Thank you, guess will run checks to confirm.

[KeithFrench]

Hi @siphosethu-TT 

@martynwjones has said the orange light starts flashing on the router. This sounds like a router or fibre issue to me.

[siphosethu-TT]

Thank you @KeithFrench, is there any advice that would come in handy in this case?

[KeithFrench]

Hi @siphosethu-TT 

Yes, this is a known bug in V208.

[siphosethu-TT]

Do you know the current version of Apple iOS the device is using?

[siphosethu-TT]

Thanks for providing me with that information, before we resume can we please wait for our device expert as he might have more insight regarding the bug. Thanks

[martynwjones]

IOS