Forum Discussion

HughJarsse's avatar
HughJarsse
Knows their stuff
2 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. 

74 Replies

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  • HughJarsse's avatar
    HughJarsse
    Knows their stuff
    1 month ago

    So, now 2 months, and STILL no reply from VM or mods. 

    Assume this one has now been quietly 'forgotten'. 

    Last post from anyone working for VM, is 31 days ago. From Kath_P

    'We don't have any updates on this but rest assured the teams are working on getting things resolved.'

    Don't honestly think that anyone is actually 'working' on this. Just more VM B/S.

     

     

    • legacy1's avatar
      legacy1
      Alessandro Volta
      1 month ago

      Well its not going to get better on its own.

      You buy a car I guess you expect fuel in so you can service it with more fuel.   

    • Michael_M's avatar
      Michael_M
      Icon for Forum Team rankForum Team
      1 month ago

      Hello everyone, thanks for sharing your experiences and we apologise for the issues that have arisen. It sounds like this 2.4GHz issue on the Hub 5 is affecting quite a few of us. Let’s try some steps that have helped others and can narrow down what’s going on:

       

      1) Check Band Settings
      Log into your Hub 5 settings
      Make sure Smart WiFi or band steering isn’t causing conflicts. If enabled, try temporarily disabling it so 2.4GHz and 5GHz have separate SSIDs.

       

       2. Channel Optimization

      Sometimes interference on 2.4GHz can cause devices to drop.
      In the WiFi settings, manually set the 2.4GHz channel to 1, 6, or 11 (these are least likely to overlap).
       

      3. Firmware & Updates

      Check if your Hub 5 has the latest firmware. Virgin Media usually pushes updates automatically, but if it’s pending, a reboot can trigger it.

       

      4. Device Limits

      Confirm the number of connected devices. If the hub is maxed out, some devices may appear “connected” but fail to get an IP.

       

      5. Factory Reset (Last Resort)

      If the issue keeps recurring, a full factory reset (using the pinhole for 60 seconds) can clear any corrupted settings.

       

      6. Possible Hardware Fault

      If the problem persists after these steps, it could indicate a failing 2.4GHz radio in the Hub 5. In that case, contact Virgin Media for a replacement.

       

      If you still experience the same issue, please don't hesitate to let us know and we'll go into a PM with you

      • Jaqueen's avatar
        Jaqueen
        Joining in
        1 month ago

        This still doesn’t work. Already had my hub replaced and got another engineer coming out. Disgrace from virgin not addressing the issue and being honest they have messed up! 

  • maxmememax's avatar
    maxmememax
    Just joined
    29 days ago

    +1 happening to me once a day, only solution is a hard reboot. No channel changing, config resetting, etc stops it; the latest software update is just borked.

    • Norette's avatar
      Norette
      Dialled in
      29 days ago

      Got up this morning and my V6 box ( I have 2) had disconnected again from 2.4 from the hub 5. I had to reboot my V6 box and the router and then reconnect both V6 boxes mine to 2.4 as this is furthest away from the router and then reconnect my son's  V6 box as this connected to 2.4 instead of 5. At present everything seems to be working ok but it is ridiculous that this issue still persists and my hub 5 is only a few weeks old.

  • claireandmark's avatar
    claireandmark
    Joining in
    26 days ago

    Every so often my HUB 5 loose the 2.4ghz on WiFi which I loose all smart plugs, bulbs, switches and SECURITY cameras. Have to manually reset the hub just for the smart devices to find a reconnect to the 2.4ghz.

     

    Virginmedia. You are quick to take money but slow to solve problems.

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    26 days ago

    Not a solution, but until VM get this fixed, a simple, cheap Wifi 2.4Ghz access point may do the job?  Something like the  TP-Link TL-WA801N wired into the Hub just for the 2.4Ghz?  Yes, it's only 100Mb, but will do for most IoT etc.

    • legacy1's avatar
      legacy1
      Alessandro Volta
      26 days ago

      I swear your posting that product to not only get to me but to make people disappointed.

      • HughJarsse's avatar
        HughJarsse
        Knows their stuff
        6 days ago

        Probably just as annoying as your repeated suggestions to spend money on another router, just because VM can't supply a service we are paying for. Four or five times in this conversation I think? 

        Youv'e repeated the same spiel on a number of replies. (possibly picking up a bonus from the router manufacturer?) 

    • caveman38's avatar
      caveman38
      Dialled in
      12 days ago

      Can you correct me if wrong please. I would connect this access point "wired" to either the hub or one of my switches. It would then "only" deliver a 2.4 signal for my smart switches. I would then have to reconfig those switches to look for the TP wifi address and not the VM one which again has stopped working. Would the switches find the TP easy and would the address be on a label on base of new hardware or do I have to configure it. As you can see I am no expert - just want something simple for the smart switches. Thanks.

      • Adduxi's avatar
        Adduxi
        Very Insightful Person
        12 days ago

        Either to the Hub or switch, it just needs an IP address, either DHCP or preferably a static IP outside the Hub's DHCP scope.  You can set the SSID and password to be the same as the Hub's 2.4Ghz, so you don't need to reconfigure.  I imagine the AP has a web address for configuration as does most TP Link kit. 

        If you need to make sure the IoT connect to the AP rather than the Hub, then use a different SSID and password.  The choice is yours  :-)

        EDIT - It does have a web based configuration - How to set up your Desktop AP in Access Point mode (Default) - YouTube

  • legacy1's avatar
    legacy1
    Alessandro Volta
    26 days ago

    I have to wonder how many people who don't post on here will put up with the hub vs they get there own router...

    • Jamaal_A's avatar
      Jamaal_A
      Icon for Forum Team rankForum Team
      22 days ago

      Hi legacy1 👋

      It's a shame to hear you have had a poor experience with our standard hub 😔 Here at Virgin Media we try our best to resolve issues as soon as they are raised to us. If you have any queries that we may assist with, please let us know 🙂 We will be happy to discuss any sensitive details in private messages. 

      • no_angel's avatar
        no_angel
        Tuning in
        21 days ago

        This issue was known in October, Virgin have not dealt with it. Platitudes aren’t helpful. Just a load of bs to make people wait. 

    • no_angel's avatar
      no_angel
      Tuning in
      21 days ago

      I’m just one of them. Suffering since October, new hub at beginning of December, technician put it in, still connection issues with 2.4ghz. I thought it was an old light fitting, so shelled out for a new one. 2 days to install (I’m disabled). Not to mention the money spent on new smart bulbs, the time spent downloading different apps to connect them. The hours spent trying to connect using one app then another etc. Yesterday, I decided to disable 5ghz so I could install the 2.4ghz devices. Nothing worked after that, I couldn’t contact the hub on any device, had to plug in Ethernet cable to get it back to dual band and working on my phone and tablets etc. Absolutely diabolical we should be paying for this. And I know, the damn tech will come out, he’ll do a reset, and then go. I’ll be left trying to connect lights, plugs, doorbell etc and they still won’t connect. Or worse, they’ll connect for 5 mins and then I’ll be back to square one. What is the point of making it look like they are doing something, when what they are doing doesn’t work?

  • Moleyman69's avatar
    Moleyman69
    Joining in
    15 days ago

    I had this very problem. For me, splitting the 2.4 & 5Ghz channels seems to have fixed the issue. For now, at least. Been over a week and no issues!

    • jaknife's avatar
      jaknife
      Joining in
      13 days ago

      I did this but the problem came back. Have done a factory reset to see if that helps.

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      11 days ago

      Thanks for coming back to us, Moleyman69. We're glad to hear that your issues have been resolved. 

      Additionally, if you have any issues or questions now or in the future, please don't hesitate to let us know here, and we'll be happy to assist you.

      Kind Regards,

      Steven_L

  • DangerousDave01's avatar
    DangerousDave01
    Joining in
    6 days ago

    Still happening and super frustrating when home appliances stop working but hub shows they are connected .. until we do a reboot.

    As mentioned before - service is not fit for purpose - we all need to complain - raise a complaint - get a complaint number - request compensation (via complaints) - request a solution - do this every time it needs a reboot.

    Do the range extenders stop too .. mine are useless and in a box in the attic as vm didnt want them back - but they might give you 2.4gz although I'm sure they run on 2.4

    Will VM send us or finance a router we can use instead of the built-in router in the hub5?

  • soboredofthis's avatar
    soboredofthis
    Settling in
    3 days ago

    my Hub 5 keeps doing this. I have 2.4 and 5ghz split up, getting very boring having to restart router etc. 

    Virgin, any fixes for this on the horizon?