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DaveUK83's avatar
DaveUK83
Dialled in
3 years ago

Hub 5 - 5Ghz not working

Afternoon,

I seem to have encountered an issue with my Hub 5. It's been working great for the past six months, however today it seems the 5Ghz band has stopped working.

I've tried turning off the 2.4Ghz band to force devices to look for and use 5Ghz, however no joy. Also tried with the channels set to auto and the smart optimisation turned off, but no joy.

I'd rather not have to do a factory reset at present, I run a light show at Christmas and would be a bit of a pain having to change all the relevant IP addresses, but if needs must I can get up early one day and give it a go. Just thought i would post and ask on here beforehand.

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  • DaveUK83's avatar
    DaveUK83
    Dialled in
    3 years ago

    After a lot of resetting, I seem to have got it working. Hopefully it will stay this way!

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      3 years ago

      Hi DaveUK83, 

      Thanks for your post and it's great to have you back updating the thread too. 

      We're sorry to hear that there was an issue with your 5Ghz band but are glad things are resolved for you now. 

      If you have any further issues, please pop back and let us know so we can offer some assistance. 

      Many thanks, 

    • AamirZ's avatar
      AamirZ
      Tuning in
      3 years ago

      Hi DaveUK83,

      Has the issue resumed since you have done the reset? I also have the Hub5 that had no issues since being installed. On Monday, my iPhone was disconnected in the morning and doing exactly the same issue you are facing. I have split the SSID's, LAN works fine and so does 2.4Ghz. I have done 60 second reset, setup the router settings to my preference and the next morning same thing. I have phoned Cust Services they said they will "monitor" but at the moment I cannot use 5Ghz has iPhones and iPad are refusing to connect so I have connected all devices to 2.4Ghz and so far been fine. I have changed security settings including disabling Channel Optimisation but hasn't helped. Something on the 5Ghz band is causing an issue, ironically this has only happened this week on Monday onwards. Turning router off for 30 minutes and turning back on doesn't make a difference either.

      • garyboozy's avatar
        garyboozy
        On our wavelength
        3 years ago

        I’ve had the same issue. When I first got the hub5 I noticed that my computer would only connect to the 2g part of the SSID, so I split the names (added ‘-5G’ to the 5G’s name) so I could tell what I was connected to when things got slow. It worked fine for a few months but last month the 5G band just wouldnt be found on the computer BUT would show fine on the iPhone. I tried lots of things to solve but the only thing that worked was to reset (not restart) the router. 
        It worked normally up until this week when the same thing happened, but this time the iPhone couldn’t see the 5G either. Did another reset yesterday and it’s back to temporary normality. Don’t expect it to last though.
        Connecting to the router on the computer via Safari and running the diagnostics shows there are errors with WiFi and Ethernet but no further info. 
        I also noticed that the Virgin Connect app (iOS) is now unable to find the hub - that I’m connected to over WiFi 🫣

  • Indyg's avatar
    Indyg
    Joining in
    2 years ago

    Hi, 

    I,ve also had this same issue today. I'm paying for 1 gig speed and was told that average speeds would be around 500mbs possibly higher when I upgraded. And now the speeds have dropped to 300 or less because of the smart wifi that it automatically joined me to. And my 5ghz that I could see is no longer visible. When I was speed testing with the 2 channels it was clear to see the speed difference between 5hgz and 2.4ghz. I now feel cheated out of the speeds promised and the charges. Why am I paying for a higher price for a sub prime product. The sceptic in me feels like its done on purpose, pay for more but actually get less.

    • Paul_DN's avatar
      Paul_DN
      Icon for Forum Team rankForum Team
      2 years ago

      Hi Indyg,

      Thank you for reaching out to us in our community and welcome, sorry to hear you are not getting the speeds you expect since upgrading to our 1 GB service.

      I was able to locate you on our system with the detail's we have for you and cannot see any issues at all, The speeds that you get at home will, of course, depend on a variety of factors; it can depend on your package, what devices you have and how many, how those devices are connected, and many other things.
      We have a download speed guarantee, and this will show the minimum speed that we would expect for all our packages. You can take a look at that here.
      If it's just the Wi-Fi and all things are looking good over a wired connection, we have some helpful pages to get the best from your Wi-Fi. We recommend starting here.

      You can see exactly what speed is hitting your Router by running a speed test Via SamKnowsRealSpeed.

      Regards

      Paul.
       

       

    • Steve1077's avatar
      Steve1077
      On our wavelength
      2 years ago

      Have you tried changing the 5 ghz SSID to a different name to the 2.4 and turning off the optimisation? Also set to channel 44 manually and set the channel width to 20/40/80/160

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

    I got the same issue this evening, no devices were able to connect to 5Ghz. Even after multiple restarts of both router and various devices. I tried toggling various wifi options in the router to try and flush out whatever bug is causing it but in the end I had to do a factory reset of the router. 

    That seems to have fixed it.

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

    Just setting my hub up again and it seems it might be a bug around setting the 5Ghz to 'Disable channel optmization' and then setting channel width to 20/40/80/160 Mhz, the 5Ghz channel either dies or the router saves it but then immediately reverts it back to 20/40/80 Mhz... Not ideal as now there's no way to use 160 Mhz. 😕

    • Paul_DN's avatar
      Paul_DN
      Icon for Forum Team rankForum Team
      2 years ago

      Hi mint_sauce,

      Thank you for reaching out to us in our community and welcome back, sorry to see your 5GHZ isn't working and that the advised fix didn't work, did you first try a pin reset on your Router before making the changes, this will fix any WiFi issues, push a pin/ paper clip in the reset hole, keep it push in for a full timed 1 minute, once done allow 15 minutes to settle?

      Regards

      Paul.