Forum Discussion

Brewster82's avatar
Brewster82
On our wavelength
2 years ago

Hub 3 Wi-Fi issues

Mobile phones in house have started to experience Wi-Fi issues within the last month or so. 
Wi-Fi itself does not drop, it’s pretty much full signal throughout house and outside,  but no data can get through to phones. Android and 2x Apple, all different models. It just stops working. I have a hub 3, same one for about 7 years. 
I have changed router settings to WPA2 as I know there’s security issues with iOS 15/16, I have to come off Wi-Fi when browsing any websites/ games etc for pages to load. It’s not all the time so intermittent. Router is in same place it’s always been and no structural changes. 

Router has been reset x3, I’ve been asked to do a speed test when it happens, but surprise surprise the page doesn’t load because no data can get through. I come off Wi-Fi and data comes through. I don’t know if there’s been an update to router firmware or iOS that’s causing it?
virgin appear to be stumped and have not helped at all. They cannot see Wi-Fi drops from their end or the router, but I’m having to come off Wi-Fi to use my phones in the house. 

  • Brewster82's avatar
    Brewster82
    2 years ago

    Disabling channel optimisation looks to have been the fix for me on this one, if anyone else is having problems. We have not had a drop since switching this off. I’ve monitored for a few days now. 

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

      Hey Brewster82,

      Sorry to hear that this has been happening for you, as advised by Client62, it could be due to the devices being paused, have you checked via the Connect app, to see if these devices have had the WIFI paused on them at all? You can run this check here.

      Joe

  • Client62's avatar
    Client62
    Alessandro Volta
    2 years ago

    Connecting to the Wi-Fi but not able to access the internet is exactly what is seen when Wi-Fi Pausing has been used to block access to the internet.

  • Brewster82's avatar
    Brewster82
    On our wavelength
    2 years ago

    Thanks for the suggestions, got the app, no devices are paused. Still getting drops, in data processing. Speed is fine when it works. 

    Photo to prove I have full Wi-Fi signal but yet no connection. I came off Wi-Fi to download the app, then back on and it works fine, until the next loss. 

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team
      2 years ago

      Thank you for reaching out and letting us know this.

      Are the other devices okay or is it just the phones that are being affected?

      If its just the phones have you tried to unconnected and reconnect the WIFI? Cheers 

      • Brewster82's avatar
        Brewster82
        On our wavelength
        2 years ago

        At the moment it appears to be all mobile phones, we don’t tend to use the iPad and laptop (but old and slow anyway)  2 pcs are hardwired and have no problem. 1 phone is android, 1 iPhone is an 11, latest ios, and another is iPhone 13, latest ios. The iPhone 13 was only purchased 2 weeks ago. I have reset net work settings on both just in case. Router has also been reset whilst on phone to VM support and I’ve also done this myself twice. Issue only started happening about 6 weeks ago now. Nothing has changed in house, router hasn’t been moved, no additional set ups or random electronic items near router etc all as normal. 

  • Client62's avatar
    Client62
    Alessandro Volta
    2 years ago

    We have a Hub 3 in Router mode these are our Wi-Fi settings...

                Wireless Security






  • Brewster82's avatar
    Brewster82
    On our wavelength
    2 years ago

    Disabling channel optimisation looks to have been the fix for me on this one, if anyone else is having problems. We have not had a drop since switching this off. I’ve monitored for a few days now. 

  • welshfella23's avatar
    welshfella23
    Settling in
    7 months ago

    Virgin replaced our router and it's worse than the one they replaced. It meant we had to buy all new landline phones as our existing phones were not compatible with the new Virgin system. The WIFI signal literally stops our mobile phones getting a proper signal and as such we cannot use our mobile phones over WIFI and I ahve to go out into the garden, out of range of the WIFI to be able to make a phone call. 

    • legacy1's avatar
      legacy1
      Alessandro Volta
      7 months ago

      Get your own wifi router with 1Gb ports use hub in modem mode

    • Vikki_M's avatar
      Vikki_M
      Forum Team
      7 months ago

      Hi welshfella23,

      Thank you for your post and welcome to our community. 
      We're sorry to hear you're having an issue with your Wi-Fi connection. 
      Please have a look at the troubleshooting and advice here: https://virg.in/wifisos
      The Hub's location could also be causing the coverage problem, so we'd recommend checking the positioning of it. Can you please ensure the following. 
      •    It's out in the open if possible. 
      •    If positioned near the TV that it's next to it, not behind it. 
      •    It's away from large bodies of water (e.g. fish tanks). 
      •    It's away from baby monitors, cordless phones and radios. 
      •    It's away from microwaves. 
      If that doesn't help, please download our Connect App which will allow you to scan areas of your home and will offer help. You can view more information on that here: https://virg.in/connectapp
      If after going through the self-checks you still need some help, please pop back to us and we'll take a closer look.