My internet keeps dropping out. I have a WiFi pod but I am still getting issues. My children keep complaining that they keep loosing connection in their rooms and I get random buffering when I am streaming tv shows. I am on the 1gig service and when I run a speed test the speeds are fine so I can only assume it’s the hub that may be at fault.
Make sure 2.5gb port isn't used and try turning off smart connect in WiFi settings
Forum TeamHi All 👋 Just returning to this public thread with an update.
Thanks to Frag45 for PMing with us 📩 - we were able to confirm the details needed to run some testing and diagnostics.
We identified an issue at the local cabinet which requires an engineer to investigate further and get resolved. This has now been booked in. Hopefully the appointment goes well! Please do keep us posted, and we can offer further support if needed.
Thanks for your continued patience in the meantime! Wishing you all the best. 🌞
WiFi connection is fine. I can get good speed now upstairs since the WiFi pod was installed. Full signal on my devices but then random buffering or complete drop out.
Forum TeamHello frag45
Thanks for getting in touch and apologies for any WiFi issues.
There are so many things that can influence a Wi-Fi 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 neighbour’s router is interfering with yours. Due to this, we are only able to offer limited help. Please have a look here: https://virg.in/wifisos
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.
As you've already got a Pod, please ensure it's not placed directly in one of the black-spot areas. It needs to be in the middle location from the Router itself to where the issue is. This way maximising the WiFi extension. Please also run the Connect App scans - virg.in/connectapp to see if any further optimisation is needed and also if any further Pods are also needed.
Best wishes.
Hi John. To maximise the speeds and coverage I can get using WiFi, I have hard wired the WiFi pod which I have positioned upstairs at the opposite end of my house. In the worst area of my house which I was only getting around 16mbs I now get speeds over 800mbs.
My issue is even when I have full connection to WiFi. 100% connection signal according to my devices, I still get buffering and my children are getting kicked out of games whilst gaming. This is not all the time but happening randomly throughout the day.
Having read similar problems from other customers I can only summarise that this is potentially a hub 5 issue with power levels etc. I can confirm that both my hub 5 and the WiFi pod are not behind any interference source like a tv etc.
One of my daughters is in a room directly above the hub 5 and my other daughter is in the next room along and the WiFi pod is the following room along. Positioning wise I believe that I have maximised the best coverage I can.
So wifi not fine.
test by wire
Sorry my fault for not being clear. What I mean is I have 100% connection on the WiFi according to my devices with very good speeds compared to what I have before without the pod. The issue I have is, even with full WiFi signal I randomly get buffering and my children are being kicked out of games when playing online.
I am currently in the same room about 5 meters away from the WiFi pod which is hard wired to my hub 5, my connection has full connection strength. Whilst I am on my phone watching a video or playing a game I will get buffering or lose connection to the game.
I'll add on - Or the Pods in the wrong place.
Wifi is a difficult one to pin down. You should run a Wifi survey on your Property, take note of the surrounding SSID's etc. and then manually set the Pod(s) to the best channels on each band, 2.4 and 5Ghz. Remove the connect app from your devices as it will reset any changes.
or the signal levels & quality to the Hub are out of spec.
or a there is a fault in your street
or with a VM Pod, Smart will be Wi-Fi Enabled and glitches occur during Wi-Fi Auto channel changes
