on 20-07-2012 12:07
Dear Virgin Support Team,
For the past week or so, my Superhub keeps dropping its wireless connection. I have two laptops and a WD TV Live all of which couldn't connect (ruling out an individual device). It seems to be happening every couple of hours or so. If I run the inSSIDer utility, it shows there is still a wireless signal, but devices are unable to establish a connection to it. Powering the Superhub off and on resolves the issue until the next time it occurs. I am wondering whether there is a link to the recent firmware upgrade that took place?
I have contacted the technical support and the support guy remoted onto my PC and changed the wireless channel to 11 and checked drivers were up to date. This hasn't resolved the issue, which isn't a major surprise. He did mention that the signal frequency appeared to be low, but was unable to say why, or how long this would persist. However, I would be surprised if this affected the wireless part of the router.
Would really appreciate some support on this matter.
on 20-07-2012 13:52
are you using a superhub with the latest (just rolled out) firmware R36?
20-07-2012 14:30 - edited 20-07-2012 14:31
I'm getting exactly the same problem with a new installation today:
using wifi analyser on my phone
the grey line is my wireless signal over time - up and down like a yo-yo
and the channels.
This is with R36, 145mbps wireless speed. Have tried different channels and restarting the hub several times. I don't want to drop down to 54mbps. I haven't been able to connect to the wireless on my laptop at all. Wired connection works fine, and getting the speed we paid for (60mb)
on 20-07-2012 18:09
Hi - Yes, Superhub with R36 which has recently landed on me.
This router has been working perfectly all year until the past week or so. Now the wireless seems to drop on a regular basis.
on 21-07-2012 08:30
Mine is doing the same, have had R36 for a few days now and the wireless just keeps dropping every few hours and it requires a reset of the superhub to fix it.
this is silly, before i was getting the "im going to reset all my settings everyday" superhub (even with the recommended uPNP turned off) and now im getting the "im not going to talk to any wireless device cos i want to act like a spoilt child!"....
come on Virgin, this kind of service is unacceptable.
21-07-2012 13:31 - edited 21-07-2012 13:36
Been having this issue too but after going for a FULL reset holding the button at the back, the superhub has been up for 13 hours strait with no wifi connectivity problems. 13 hours might not seem like much to go on but it is the longest this darned thing has worked since R36.
Given that some stored system variable appear to have moved, and some now appear not even to be stored correctly, I'm guessing that there might be an issue where some once only system only variables (or should that be constants) required by the new software are not initialised during a normal reset or power cycle. Have encountered this before but is is very bad programming.
A completely separate issue might also be causing some grief and that is that the superhub is rather slow to allocate an IP address causing numerous timeouts.
on 22-07-2012 15:25
Don't hold your breath! My Superhub wifi drops out about once an hour since R36. Sometimes reconnects but has refused reconnection on Windows 7 whilst remaining connected to Android tablet? Superhub has also re-set to factory defaults several times. Am at a loss, R36 seems worse than R30.
An absolute masterpiece by Virgin, not fit for purpose IMO.
on 22-07-2012 23:30
OK, now it's just mocking me!
See how much data you have uploaded and downloaded since your Super Hub was last power cycled (that's switched on or rebooted). This information will be automatically reset when you next power cycle your Super Hub, or you can reset it manually.
on 23-07-2012 09:44