Broadband dropping out

[Pixi23]

I've been with Virgin for years. Until recently broadband was generally fine but over the last year has been dropping out. When we got new contract was told broadband upgraded. It has been even worse since. My son's data on his phone was all used in a few days over the weekend as he didn't realise WiFi was dropping out. We've gone through all the tests and checked and still no better. Speed is fine when we have a connection

[Reece_MH]

Hi Pixi23 👋

Thanks for posting, and welcome to the Community Forums.

I'm sorry to hear you're experiencing issues with your WiFi service. There are various factors that can affect Wi-Fi, such as wall thickness and signal interference - even your neighbour connecting a new piece of equipment can cause some interference. I've taken a look on our side, and can see that the connection to your Hub is within expected specifications and there have been no disconnections within the last 7 days.

However, I can see that some devices have a weak signal, which can cause intermittent WiFi connection. Have you tried our Connect App, to identify any issues or black spots in your home? The app will provide advice, or the ability to order WiFi Pods, depending on the results.

WiFi Pods are provided under our WiFi Max Guarantee service, which guarantees at least 30mbps in every room, or £100 credit back. Depending on your package, this may be free of charge or £8 each month, You can read more on WiFi Max, here.

Thanks,

[jbrennand · Accepted solution]

See this re improving the wifi.....

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On a Hub3/4/5, you could first try separating the SSID's of the 2.4 and 5 GHz wifi bands by renaming them in the settings At the same time switch off "channel optimisation/Smart wifi” and “ apply and save the settings. All wifi devices will now need reconnecting to the best SSID at each location. Also use a wifi scanning App to find the best wifi channels to use (just select and use channels 1,6,11 on 2.4GHz) - this often helps Hub users get better wifi performance - so its worth trying - but its still no substitute for getting better kit 🙂

To address the wifi issues, VM now supply “wifi Pods” (no longer doing cheap and cheerless and poor value “boosters”). However, their Pods are only free to customers on the 1GB, Volt (or old Ultimate Oomph) packages - is that you? If so they are worth trying - they should work for you. VM Wifi is now “guaranteed” to 30 Mbps/room it’s now called… Wifi Max
See if anything in here helps….

https://www.virginmedia.com/wifi-max

You call 0800 064 3850 to order the first one after scanning for blackspots using the connect App.- or just wait here for a VM person to respond in a day or two and they will sort the first one for you. If you do call dont get fobbed off by the offshore CS agents' saying you aren’t eligible - you are - it is clearly stated on the webpage.

If not free to you… you will be charged £8/month for up to 3 pods (note - BT charge £10/mo for their whole home wifi solution). It’s a simple solution and should work for you. However, you would soon pay off that cost by buying your own wireless solution that will be yours to own and use forever, although the VM Pods should be a simpler option.

If you do want to invest in better equipment, you would need to get either a… (1) Mesh System, (2) Wireless router, (3) Wireless access point, (4) a pair of good quality Wifi Powerline Adaptors, or a combination of (2&3).

£40-100 (that’s ~4->12 months of Max Pod rental) should sort it for most customers with an average property and usage. Spend more for additional advanced“features” - if required.