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HughJarsse's avatar
HughJarsse
Knows their stuff
3 months ago

2.4g wifi keeps dropping off

As per title.

Have a hub5, and has been working OK up until  a few weeks ago, when the 2.4g signal dissapeared.

5g was still connected, but 2.4g was showing as connected, even though the 2 pc's and 2 mobiles were showing 'no internet'  and were unable to locate the signal, even though the ssid was a prefered one. 

2 mobiles and a pc on 5G were all working and had full signal. 

According to the hub 5, all the 2.4g  devices were connected, even though they were not. 

Tried to connect the 2.4g manually, but all refused to find the SSID.

Ended up doing a reset on the router, (pull plug for 5 mins) then when the router restarted, after a few minutes, all was working OK again on both 2.4g & 5g. 

Strangely, it's happened again twice over the last 2 weeks, exactly the same. Wired not affected, but the 2.4g wifi again 'went missing' even though the hub said it was connected OK. yet again, 4devices on 2.4g lost their connection, yet hub insisted they were connected! 

Each time, a reset had to be done to get the signal back. Once reset, all works again for a while. 

Not sure if hub is on the way out, as strange that 4 devices should all lose signal at the same time, yet hub says it's working correctly. 

78 Replies

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  • Norette's avatar
    Norette
    Dialled in
    2 months ago

    I have had the same issue as you for nearly a month and have been advised that the 2.4 issue we are all having is currently being looked at and they are working on a fix. Let's hope it doesn't take them forever.

  • HughJarsse's avatar
    HughJarsse
    Knows their stuff
    2 months ago

    The affected phones are not Samsung, they are Nokia C2 SE,  2022 phones and the laptop is not Samsung either, it's HP. 

    RE the failure affecting both bands, No, it's only the 2.4G band. The hub says all the 2.4 connections are OK, when they are not, and the 5G ones are definately connected, (my Nokia X105G works, along with the PC with a 5G card in it) I tried them both, and they are connected and work, whereas the hub 5 says the 2.4 are connected, but if you try to use the wi-fi on them, they all state , 'not connected to the internet'. 

    Hub 5 telling porkies!! (even trying to manually add them results in 'not found' message, until hub is reset, when all the 2.4g items miraculously connect all by them selves. 

    ADDED NOTE : just been told by son that the 2.4 is down again!! Another reset!!  Will sent this, and reset!!

    PLEASE VM, GET THIS SORTED. It's only started since the last hub update!! 

     

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      2 months ago

      Hi there, 

      We're sorry to hear this is continuing. We don't have any updates on this but rest assured the teams are working on getting things resolved. 

      Apologies for any inconvenience. 

      Many thanks, 

      • Benniepie's avatar
        Benniepie
        Tuning in
        5 days ago

        I don't believe you. I don't think Virgin Media are doing a thing to get this sorted. Or else you'd have provided an update / progress. 

  • HughJarsse's avatar
    HughJarsse
    Knows their stuff
    2 months ago

    So, yet ANOTHER 2.4g dropout today. 

    AGAIN, family phones have no internet, as I am out. Reset the hub AGAIN. 5 times in less than 3 weeks now.

    MODS, IS THERE ANY NEWS ON THIS??

    Contract up soon, and seriously looking to bail out here. Prices always going UP, yet, product reliability constantly GOING DOWN. 

    8 days ago, mods posted 

    Good morning,
    Just to update everyone on this thread — we have passed the information on to the relevant teams and have been informed that they are currently working on a resolution for the issue.
    In the meantime, the temporary fix is to reboot the hub in order to re-establish the links on the 2.4 GHz signal.

    Assume there in nothing to report, and nobody is really doing anything about this??

    Basically paying for a service that isn't working as it ahould. 

    City Fibre are offering a better deal than VM, and are apparently much more reliable!! 

    • Client62's avatar
      Client62
      Alessandro Volta
      2 months ago

      "AGAIN, family phones have no internet"

      It is some years since Samsung sold basic 2.4GHz only phones.

      Are you sure this is not a failure that affects both bands of the the Wi-Fi ?

  • HughJarsse's avatar
    HughJarsse
    Knows their stuff
    2 months ago

    So, now had 2 of these disconnections in the last 4 days. Now becoming a regular occurence. 

    Any news from Mods on a 'fix' or is this another 'can't be bothered' problem.

    Having to repeatedly restart the hub is not only annoying, also causing problems when wifi drops out when in the middle of something!! 

    Quick enough to bill me each month, but not so quick to fix anything are you VM??

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      2 months ago

      Not that it is a fix, but to tide you over, could you cable in a simple 2.4Ghz wifi access point in the mean time?

      • Client62's avatar
        Client62
        Alessandro Volta
        2 months ago

        The Router mode software of Hub 5 has always been a mess. 

        Might be time for Modem mode and just park all the recurrent Router mode issues.

  • bluesbee4's avatar
    bluesbee4
    Joining in
    2 months ago

    Having same problems but with just pc. Also had contract changed twice. Tried everything on pc and router to get working. Spoke to virgin today and automated system said issues with bills etc. When spoke to adviser on phone told no issues however they apologised for loading my account details as problems with system lol after checking online this is what I found.  Why can't they just be honest and tell us this when contacting them for support. 

    Virgin Media experienced at least two significant network issues in October 2025 that involved DNS problems: 

    Monday, October 20, 2025 A major, UK-wide internet outage occurred where many users were affected. The problem was identified as a DNS (Domain Name System) issue within the central part of the network. This issue affected many customers and third-party services that rely on Virgin Media's DNS, though some users could circumvent it by switching to a third-party DNS provider.

    Wednesday, October 29, 2025: A separate, worldwide internet disruption occurred due to a Microsoft Azure cloud outage that specifically involved DNS issues. While this was not a Virgin Media specific network fault, it affected many online services globally, including Microsoft products like Teams and Xbox, which impacted Virgin Media customers when accessing those specific services. 

    • Client62's avatar
      Client62
      Alessandro Volta
      2 months ago

      The previous post from ModTeam revealed a known fault with the Hub 5,
      it appears to be affecting Hub 5 in Router mode on software : LG-RDK_11.6.2-2410.1

  • ModTeam's avatar
    ModTeam
    Moderator
    2 months ago

    Good morning,
    Just to update everyone on this thread — we have passed the information on to the relevant teams and have been informed that they are currently working on a resolution for the issue.
    In the meantime, the temporary fix is to reboot the hub in order to re-establish the links on the 2.4 GHz signal.

    • Bananaboatking's avatar
      Bananaboatking
      Joining in
      17 days ago

      Has this been sorted yet? 2months on and I've arrived to this post because mine is also doing it and has been for the last 4 weeks now. 

    • poojani17's avatar
      poojani17
      Joining in
      1 month ago

      Is there an update on this? This is pretty important. There are lots of home devices that connect to 2.4Ghz. I am more worried about door bells, cameras.

      • paulgills's avatar
        paulgills
        Tuning in
        1 month ago

        Mine has just dropped today and no 2.4ghz devices will not connect. ethernet and 5ghz all work. i dont want to hear about resetting or separating channels, i pay for a service and i want virgin media to fix it

    • HughJarsse's avatar
      HughJarsse
      Knows their stuff
      2 months ago

      If it's been 'passed to the relevant team, and they are working on a resolution' I wouldn't hold my breath here.

      Some of these 'solutions' never arrive.  Six months on, and the staff will still be 'cutting and pasting' the same reply. (If VM actually TESTED these 'updates' before sending them out, this wouldn't happen) Been there before, many times with 'untested updates!! You'd think they'd have cottoned on by now, surely!!

      PS we don't have the 'connect app' installed, but this still regularly happenning. Easy to say, 'reboot as a temporary fix' but this is a pain if someone who knows what to do is not available when it goes down!! Wife has been all day with no wi-fi on her phone, unable to understand why. 

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 months ago

    Thank goodness I use modem mode on all the Hub's I've ever had ...

  • ozsat's avatar
    ozsat
    Superstar
    2 months ago

    Had this too today - never before.

    5GHz/Ethernet carried on without issue - 2.4GHz band disconnected all devices and would not reconnect anything.   Had to reboot

    Seems to relate to the recent software update.

    New version is:  LG-RDK_11.6.2-2410.1

    • Client62's avatar
      Client62
      Alessandro Volta
      2 months ago

      Does it relate to the VM Connect app silently re-merging the SSID and re-enabling Smart Wi-Fi which for use lowers the compatibility of the Hub's Wi-Fi service.

      Hence we do not permit the VM Connect app to be installed on any device.

      • fizz's avatar
        fizz
        Fibre optic
        2 months ago

        Hence we do not permit the VM Connect app to be installed on any device.

        exactly this.. it has caused me and coutless others issuses with resets and updates in the past etc.. go through the app change it to not restore settings on a reset and then delete it never to be seen again...

        and then switch to modem mode with your own router.... 

  • legacy1's avatar
    legacy1
    Alessandro Volta
    3 months ago

    Make your connection better and stable use hub in modem mode and get your own wifi router

    • HughJarsse's avatar
      HughJarsse
      Knows their stuff
      3 months ago

      Apparently, that solution presents it's own problems, from reading some other posts on here, and from replies to posters who are then having problems with their hub/router combination. 

      • legacy1's avatar
        legacy1
        Alessandro Volta
        3 months ago

        If by own problem it fixes the the problem then yes.

  • newapollo's avatar
    newapollo
    Very Insightful Person
    3 months ago

    You should perform a full factory reset, not just  "pull plug for 5 mins"

    Remove all ethernet cables from the hub. Hold the reset switch in for a timed 60 seconds and then release. The hub will reboot all by itself, do NOT power off, leave it to initialise. 

    • HughJarsse's avatar
      HughJarsse
      Knows their stuff
      3 months ago

      And then have to set the whole thing up from scratch again. Rename the ssid, change the password, set up all the various settings to get system back to what it was? (hopefully!!)

      Iv'e got better things to do than waste 30-40 minutes doing that, only to find that the problem's still there because of VM's crappy hub. 

      • Adduxi's avatar
        Adduxi
        Very Insightful Person
        3 months ago

        Rename the ssid, change the password, set up all the various settings

        This might be the issue.  Rename the SSID and change the password- fine.  Change anything else - not so fine.  The app may be changing things to suit the “Intelligent WiFi” software that the Hub uses, and in doing so disrupts your WiFi.