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Super Hub Wireless FAQ

[ Edited ]

Wireless Range and Wireless Signal Strength

Wireless range and signal strength can vary based of the location of the Hub and the Wireless adapter you're using. An older G based adapter will not get the same signal strength as a N standard adapter in the same location. As with any wireless adaptor the following factors can influence your wirless range and signal strength:

  • The age and build of the house (thick brick walls cause black spots for wireless)
  • Location of the Hub in relation to other Electrical Devices (TV, Set Top Box, Cordless phone, TV RF senders , etc)
  • The band used on the Hub (see 2.4Ghz / 5Ghz below)

So a first step in dealing with problems with wireless range is to try and move your Superhub to a different position if you are able.

You should also try changing the wireless channel from Auto to Manual then specifying a specific channel for the hub to use. You can find many tools online to see which wireless channels in your area are used the least.

2.4Ghz and 5Ghz Wireless Bands

The Virgin Media Superhub can operate on 2 different Wireless Bands : the standard 2.4Ghz range and the newer 5Ghz band for N only. The 2.4 GHz Band is on by default and offers backward compatibility with G B and A spec Wireless devices. The 2.4Ghz band is subject to interference from other wireless routers, electrical devices, wireless phones, av streamers, etc.

The 5Ghz band operates on a different frequency and supports ONLY compatible N spec devices. It will also offer a better signal strength and range then the 2.4Ghz channel

If you have only N wireless equipment and you're suffering from signal strength issues or range issues then you can change the Broadcast Band in the Config Pages

  • Load up , Login and select "Wireless Network Settings"
  • Select Wireless Network Settings
  • At the bottom of the screen change the Wireless Band Settings to 5GHz and hit apply.


* You can also change the Wireless channel for the 5Ghz band by selecting the "Manual select wireless channel" and specifying the option.

Cannot see SSID broadcast / connect wirelessly

Some older Wireless adapters will be unable to see the SSID Broadcast when the customer attempts to connect to the Hub Wirelessly. This requires diagnostics before attributing this issue to the Hub.

  • Firstly ensure the Wireless LED on the side of the Hub is on and green (3rd Light).
  • Make sure your PC / Laptop has the wireless adapter enabled correctly (some laptops have a switch / function button to disable the Wifi Radio).
  • Connect a PC /Laptop by cable to the Hub and access the configuration pages on
  • Enter the Advanced Settings and select Wireless Settings.
  • Lower the 802.11 Mode to 54g and set the Security mode as WPA-PSK[TKIP]
  • Reboot the Hub and see if the PC is able to see the Broadcast wirelessly.
  • If you still can't connect make sure you have the latest available drivers installed for your Wifi adapter (if an Atheros card see the Atheros Issues below).

Atheros Wireless Cards

If you have Atheros based wireless adapter and cannot connect to the Hub then try the following.

The issue is due to a lack of updates to the Atheros cards : The Drivers can be downloaded from multiple sources to resolve this - Most people will need the 7.6 or 7.7 drivers to resolve the issue.

1) Windows Update

The Atheros Drivers are only marked as an OPTIONAL update in windows update so you need to manually download this by going to

2) Download Drivers From Manufacturers Website

If the Windows update option does not work OR is not available for you then you will need to visit the manufacturers website for your PC/Laptop and search for your model number. Manufacturers regularly have links to the latest available drivers for you device so download and install the latest Wireless drivers.

Here is a list of popular Manufacturers Support site links :

ACER: **

** Some ACER models only have the 7.3 version of the Atheros driver available for them. If this is the case you will need to refer them to the vendor or to try the generic drivers for there card from Atheros.

Windows Vista asks for PIN not Passphrase

Due to the Drivers bundled with Windows Vista some Wireless devices choose to use the WPS PIN in preference to the Passphrase. If the device requests the PIN ensure you use the WPS PIN located on the rear of the Hub (or within the configuration pages if you've changed it).

Nintendo DS and Wii's

The Nintendo DS handheld and Wii's game consoles have limitations when attempting to connect to wireless due to the maximum encryption available for the DS and Wii's (without updates). They only support a maximum encryption of WEP. You can set up a guest network on your Superhub and configure it to support WEP.


Simply click on Setup - Guest Network.



  • Enable the SSID broadcast and radio
  • Supply a valid SSID
  • Select WEP encryption
  • Create a secure pin
  • Select Apply

You should now be able to see the Guest network SSID and connect on any Wifi or DS console.