Forum Discussion

123458's avatar
123458
On our wavelength
2 months ago

Connected No Internet (again!)

I had this problem about a year ago and its happening again. random disconnections with "connected no internet" on any random device within the house. For example posting this I've disconnected twice and currently tethered to my mobile phone (this in spite of rebooting my hub about 30 mins ago). Getting worse by the day and has been going on for over 2 weeks now. I've not moved my hub and one of the devices (my Chromebook) is in the same room literally 2 feet from the hub. Also affecting my smart speakers. I'm on a Virgin hub 3.

  • Client62's avatar
    Client62
    Alessandro Volta
    2 months ago

    If used, be sure to uninstall the Connect app as it will unwind the changes
    below returning to poor stability of W-Fi.

    In the Hub 3 menu :
    1) Disable VM Smart Wi-Fi
    2) set Manual WI-Fi Channels on both bands.  

    Repeated Auto Channel changes cause dropouts lasting for seconds on of the Hub 3 WI-Fi signal,
    WI-Fi compatibility is greatly reduced when VM Smart Wi-Fi is Enabled.

     

    • 123458's avatar
      123458
      On our wavelength
      2 months ago

      Thanks for your reply Alessandro - I'd tried this when the problem happened previously and VM told me to disable channel optimisation. 

  • Client62's avatar
    Client62
    Alessandro Volta
    2 months ago

    VM Hubs are subject to remote application of VM WI-Fi policy, ( Smart Wi-Fi enabled / Auto channels etc etc ).
    So do check the Hub is still configured as you expect.

  • Kath_P's avatar
    Kath_P
    Forum Team
    2 months ago

    Hi 123458, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you've been having issues with your devices connecting to the WiFi. Our diagnostics on your home network and Hub have not found any issues that could account for the issues you've mentioned. We've run a check on the overall area and there are no open faults which could be affecting you either. 

    There are so many things that can influence a WiFi connection some of which include but are not limited to, a fish tank being in the same room, walls being built with concrete instead of brick, it could even be that your next door neighbours router is interfering with yours. Due to this, we are only able to offer limited help. Please have a look here.

    The Hub's location could also be causing the coverage problem so we do need to check the positioning of it. Can you please ensure the following: 

    • > Out in the open
    • > Next to the TV not behind it
    • > Away from large bodies of water (e.g. fish tanks)
    • > Away from baby monitors and cordless phones
    • > Away from microwaves

    Think of the Hub as a radio, and WiFi as the sound - the further away you are from the radio, or the more obstacles that are in the way (walls, electronic devices etc.), the quieter the radio & the poorer the WiFi. 

    If that doesn't help, you can download our Connect App which will allow you to scan areas of your home and will offer help. If a WiFi Pod will help, the app will give you the option of adding this. You can view more information on that here. 

    If after going through the self-checks, you still need some help, feel free to pop back to us here. 

    Thanks,