Poor wifi signal

[jollyms]

Very poor wifi signal for 2 weeks now. The speed to the hub shows as around 230mbs but wifi does not go above 30-35mbs regardless of the time of the day. Sometimes in the afternoon the wifi signal strength is down to 13mbs. It’s hard to stream a video or work from home. Ive reset the hub multiple times and it doesnt improve the situation. If that matters, Im located in NW6 postcode though every time i check there arent any area network issues reported. Id appreciate a Virgin Agent to get in touch since its extremely hard to get to a human over the phone. Thank you

[jollyms]

Very poor wifi signal for 2 weeks now. The speed to the hub shows as around 230mbs but wifi does not go above 30-35mbs regardless of the time of the day. Sometimes in the afternoon the wifi signal strength is down to 13mbs. It’s hard to stream a video or work from home. Ive reset the hub multiple times and it doesnt improve the situation. If that matters, Im located in NW6 postcode though every time i check there arent any area network issues reported. Id appreciate a Virgin Agent to get in touch since its extremely hard to get to a human over the phone. Thank you

[jollyms]

Just to add, the wifi signal is poor even next to the hub. I’m in a one bed flat and the signal barely reaches the other end of the apartment which is quite surprising. Regardless, the poor wifi signal is consistently reported in any area of the flat.

[jbrennand]

Is it just wifi?  What speeds do you get on an ethernet cable connection and is it "stable"?

What Hub model is it?  Do you have separate SSID's for the 5 and 2.4 GHz bands?

EDIT  Also see this...

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If its a wifi only issue (ethernet connections are ok?), if it is - then 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 20 Mbps/room it’s now called… Wifi Max
See if anything in here helps….

https://www.virginmedia.com/help/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 it will be £5 or £8 month - you are… and it wont be - just look on the webpage.

If not free to you… you will be charged £8/month (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 or (4), 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.

[jollyms]

Hi,

yes i do have separate SSIDs. Im not sure on the ethernet cable connection, havent tried it as the Hub is located in an inconvenient location to rely on a ethernet cable for work (having said that, the router is at an open reach location with no obstacles around it to make the signal poor). Right now Im trying to stream a video and it keeps on buffering.

The Hub model is 3.0

[Client62]

"wifi does not go above 30-35mbs" - these speeds are typical for connections to the 2.4Ghz Wi-Fi band.

Having split SSIDs means you can select a connection via the 5Ghz band which can be faster.

[Matthew_ML]

Hey jollyms, thank you reaching out and I am sorry to hear this. Also a warm welcome to the community .

I have also taken a look and I can't see any major issues from my side.

The speeds you get at home will, of course, depend on a variety of factors, it depends on your package, what and how many devices you have, how they are connected amongst other things.
We do have a download speed guarantee though - this will show the minimum speed we would expect for all our packages - you can take a look at that here:
If after having a look, you're getting lower than the minimum over a direct wired connection then please do let me me know. Cheers 

[Arissa_H]

Hi Jollyms 👋🏼.

Thank you for coming back to us on this thread. 

Does your internet just buffer whilst streaming videos or does it on everything?

Let us know. 

[jollyms]

And again, very poor wifi signal even when next to the router. I cannot stream at all. This happens every day at random hours. It’s ridiculous. Looking to switch now, hopefully soon.

[jollyms]

Speed test run with both SamKnows and Speedtest, download goes down to 20-30mbps and upload is averaging 20mbps . Do I need a technician appointment?