Forum Discussion

MrStrong's avatar
MrStrong
On our wavelength
2 years ago

Devices lose internet access even though full signal on wi-fi

Current Set up Hub 3 and 1 white Wi-fi pod.

My Hub 3 has a wired connection to the TV, Tivo box and Playstation and no problem with these, but wireless devices such as my work laptop, and various iphones can suddenly lose their internet access.  Wi-Fi signal is at full three bars and you can be scrolling through news feeds and suddenly it stops loading.  Dropping and reconnecting will sometimes fix it for a while but it can be annoying to have to do this 3 or 4 times.

I have a white wi-fi pod too so the fix for changing the channels wont work for me because as soon as I use the Connect app I need to "Optimise".  Sometimes the Connect app wont even register my hub or wifi pod and I get the generic "something went wrong our end".

The problem seems intermittent but very frustrating.  I've just signed a new contract with a sightly faster speed hoping that would sort the problem but yesterday it happened again. 

I've phoned a few times in the past and gone through the whole "reboot the hub - we're running tests - no problem found" scenario and not sure I can face what feels like a waste of time again.  Rebooting may be a short term fix but it will happen again days or weeks later.  Is an engineer visit the way to go?

  • Client62's avatar
    Client62
    Alessandro Volta
    2 years ago

    Until the Hub 3 is prevented from channel hopping expect random Wi-Fi dropouts to persist.

    This is why we don't install the VM Connect app and don't have any VM Pods preferring Wireless Access Points.

    • MrStrong's avatar
      MrStrong
      On our wavelength
      2 years ago

      Damn, that sucks. I tried turning off the intelligent switch setting but that disables the WiFi pod and it’s back to the Connect app which resets everything.  Very frustrating.

      • Reece_MH's avatar
        Reece_MH
        Forum Team (Retired)
        2 years ago

        Hi MrStrong 👋

        Thanks for posting, and a warm welcome to the Community Forums.

        I'm sorry to hear you've been experiencing issues with your Broadband service. I've ran some checks on our end, and everything is within specification, and I cannot see any disconnections. 

        So I can run some further, in-depth checks, I'm going to send a private message. Please look out for it in the top-right, white envelope or by tapping your profile picture and selecting "Messages".

        Thanks,

  • Client62's avatar
    Client62
    Alessandro Volta
    2 years ago

    Channel hopping & dropping will persist whilst the 2.4 & 5 GHz Channels are set to Auto

    Our Hub 3 is configured as shown below and this results stable TV streaming or Zoom / Skype video calls.


  • Kain_W's avatar
    Kain_W
    Forum Team (Retired)
    2 years ago

    Hi MrStrong,

    Reece is currently out of office so I've assigned this to myself to gain a further update.

    I've dropped you a PM so we can discuss furhter.

    Regards,

  • MrStrong's avatar
    MrStrong
    On our wavelength
    2 years ago

    So, good news.

    after talking with the forum team they arranged for an engineer to come over and take a look.

    once I explained the problem he replaced the hub 3 with a new hub 5 and so far so good.  Thanks to everyone who replied and to the forum team for helping me finally resolve the issue. 🙂