Hello.I have a 1Gbps package and am very happy with the upload download speeds, and the wifi speeds. There is ample capacity for the whole family.Two bedrooms have worse wifi speeds, but still good enough and generally speeds are healthy speeds across the house. The main issue is wifi dropping out. I have got a VM white wifi pod, but actually the wifi seems more fragile now and can now drop out several times a day. Going in to the VM Connect app can often cause drop outs for everyone. When the wifi goes, it goes for everyone for a few minutes, even if you're sat next to the hub. Ethernet connected devices do not drop out at this time.Conversely, there are daily disconnections from an ethernet connected playstation - only momentarily but enough to throw you from a game. (Wifi is unaffected at this time). I've tried VM tech support and they suggested moving my hub to a more central location and rebooting it daily. i.e they've not helped and they haven't listened to me - specifically, the connections are mostly great, but are unstable. Is there any point pursuing this with their tech team or just accept that it's really flaky unless I buy a separate router?Can anyone please advise if a Hub 5 would help - (is there even any prospect of getting one?). Alternatively, which routers and mesh systems are recommended for running the hub in modem-mode?Thanks everyone.

any router would be better how much you want to spend this should do for most peopleZYXEL - SOHO NBG7510 AX1800 WIFI 6 ROUTER : Amazon.co.uk: Computers & Accessories

Considering you have had disconnections with both wired and wireless devices you probably need to establish if your line is stable.

If you want a Mesh system, take look at the TP-Link Deco range. Their S, M, and X (not E) offerings are very well regarded on here at reasonable prices and work very well on VM Hubs in modem modeEXAMPLE : https://www.amazon.co.uk/Deco-M4-Seamless-Coverage-Replacement/dp/B07NH1J543/

Do this..._________Post up your Hub/network connection details and someone will check to see if there is a problem there. In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two postsAlso, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OKhttps://www.thinkbroadband.com/broadband/monitoring/quality

Connection looks fine (to me) - so you need to sort the wifi out. Either with the VM Pods or by sorting it out yourself

Hub 4 recommendations please | Virgin Media Community

37 Replies

legacy1
Alessandro Volta
2 years ago
The problem is router mode a new hub 4 will not fix your problem.
- 89537kay3
  Dialled in
  2 years ago
  It sounds like the Hub's WiFi is turning off / resetting - so a new Hub will resolve this issue if the reset doesn't, it has nothing to do with router mode (Otherwise loads of people would be complaining).
  
  If you have nothing sensible to offer, don't offer anything
DoubtLess2022
On our wavelength
2 years ago
Just as an update, the wifi was particularly problematic today with frequent disconnections. I phoned VM Support and unfortunately it feels like there is no continuity of support from my recent call - it's as though I am explaining a new issue. I said that following the last call, I'd been asked to do a router reset (I did a 60sec pin reset), but the issues were continuing and this was supposed to be the trigger for an engineer visit. In fairness, I am perfectly able to connect up a replacement hub, but of course if VM want to send an engineer, that is their prerogative.
The VM support technician said there was a fault in the local area. That may be, but I explained I'd not seen any WAN today issues and reminded the technician my issue is wifi based. Furthermore, the ethernet connected devices were not affected when the wifi dropped out today. He tested my line (which coincides with the red line on the BQM) and said there were issues which needed monitoring:
Rather than continuing to monitor my line, which I know is good, I asked if he could please just escalate the issue of the router replacement. I am told I will get a call back within 24h. Sadly, this has gone on for rather too long, but it is a shame that the technical team are not empowered to book out a replacement hub.
My main concern now is that all devices in the house are connected to the 2.4Ghz network, even though the hub shows the 5Ghz is active, (same SSIDs, auto-config enabled), so everything is running at a snails pace compared to normal. At this preceise minute, the Virgin TV box is now saying not connected to the Wifi network <sigh> Time for another hub reboot.... 🙂
- jbrennand
  Very Insightful Person
  2 years ago
  A VM Person should respond here tomorrow.
- Kath_P
  Forum Team
  2 years ago
  Hi DoubtLess2022,
  
  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 continued issues with your WiFi connection. Taking a look at things this end, I can see all signal and power levels are optimal, there are no resets on the hub itself and there is nothing currently open in the area. I can see there is an open work order to show we're monitoring things and this isn't set to be closed until later on today.
  
  For now, we wouldn't be able to issue a replacement hub as the engineer has noted that there is no fault with this.
  
  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. I know you have already had a WiFi pod and found this made the connection worse but if you can plug this back in and reconnect it, we can then run further checks to see if a 2nd pod is required. Other than this, there isn't much else we can do I'm afraid.
  
  The other option is to follow the advice in the Community and invest in your own router/mesh system. We're not able to make any recommendations on this but the Community can certainly offer help on that.
  
  Keep us posted on if you want to try the pods again.
  
  Thanks,
  - legacy1
    Alessandro Volta
    2 years ago
    Kath_P wrote:
    We're sorry to hear you've been having continued issues with your WiFi connection. Taking a look at things this end, I can see all signal and power levels are optimal, there are no resets on the hub itself and there is nothing currently open in the area. I can see there is an open work order to show we're monitoring things and this isn't set to be closed until later on today.
    and whats it got to do with bad wifi?
legacy1
Alessandro Volta
2 years ago
BQM is fine its wifi which VM don't support because not all hub have good wifi and VM will not replace the hub because of it.
- DoubtLess2022
  On our wavelength
  2 years ago
  Thank you Legacy1 for following my case. Your concise summary of my situation is right and I'm a little disappointed that VM haven't been quicker in seeking to offer a practical resolution. To be clear, I don't want compensation, I just want to have a replacement router. A Hub5 would be great for my WFH and Gig package but I'd be happy with a working hub4. Then, when I can afford it I'll put it in modem mode.
  - John_GS
    Forum Team
    2 years ago
    Hi DoubtLess2022
    
    Thanks for coming back to us.
    
    At this stage we'd not be able to issue a replacement router as this isn't the results of the tests ran.
    
    I can see we've sent you a Pod previously. Please could you try using this to see if it improves WiFi performance?
    
    There are a few requirements for the Pods to work with our Hubs:
    
    • The Hub must be in 'Router Mode' and not have been changed to 'Modem Mode'.
    • Channel Optimisation must be left on.
    • The SSIDs must be the same and broadcast enabled.
    • The SSID must be password protected.
    • The Passphrases of the SSIDs must match.
    
    As long as all of the above points are all met then the Pod should automatically connect to your Hub's Wi-Fi and begin broadcasting. The wireless details from the Pod will be the same as the Hub's details, so no additional steps are required to connect the devices in the home.
    
    This link will help though if you do have any issues: https://www.virginmedia.com/help/setup/intelligentwifipod
    
    When you've used the Pod, please also use the Connect App to do further wireless scans. This will show if another Pod needed and if so, we can order an additional one for you 🙂
    
    Best wishes.
DoubtLess2022
On our wavelength
2 years ago
Hello John,
Would you be able to let me know please about how to check the stability of the Wifi LAN connections or is it as Legacy1 says; simply not possible to do this?
As you know, I have been having ongoing problems for quite some time, and even since I last wrote, this has not abated. Wifi losses on Christmas Day were a disappointment and there have been issues each day since affecting different wifi devices - Virgin 360 box, Google Home, phones, tablets...
Everything else is working very well with my WAN, phone, ethernet and TV services. Since I have tried all the troubleshooting VM have recommended, I am convinced there is a fault within the wifi element of the router. Please can you tell me what VM are going to do to bring this to a conclusion? It has been going on much too long now and frankly, it is an unacceptable situation.
Kind regards
- DoubtLess2022
  On our wavelength
  2 years ago
  Hopefully I've got closure on this now! 😃 Just had a very productive call with one of the VM tech support. He listened to the history of the issues, the troubleshooting steps that have been performed and he has arranged for the hub to be replaced. I'm so happy and very optimistic this will resolve the wifi instability issue.
  Thank you to everybody in the community who has supported me with technical advice during this matter.

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