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Bytors's avatar
Bytors
Tuning in
6 months ago

Hub 5 Wifi Connectivity issues - streaming services

Hello,

I thought I'd post here before attempting to report anything formally to Virgin Media. I recently upgraded from M350 to 1Gb package. I had no issues whatsoever with the M350 - rock solid etc. However, since switching to 1 GB and the new Hub5 modem I have seen issues with the streaming service. Again, no issues with the streaming before - but since switching it will stop working - say unknown error. When I check the settings, the Wi-Fi is disconnected - I can make it reconnect. But then it will disconnect, and I have to repeat the process. This happens several times during an attempt to stream something (using Now TV) - The service and Hub was installed upgraded on Monday 28th - up to this evening experienced several disconnections on Wi-Fi.

The Wi-Fi box is like 8 feet away from the Hub5 - no walls - all line of site and as I said never used to happen before. I'd read back previously about Hub5 issues. I did some simple speed tests at various parts of the flat and all where 800 - 900 Mbps so the signal seems to be fine.

Kind regards

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  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    6 months ago

    Hi Bytors 

    Welcome back to the community forums. 

    Sorry to hear you're having issues with your connections since upgrading to the Hub 5. Checking the systems on our side I can see that your power levels for your downstream channels are too high and out of specification. This may be the cause of what you're experiencing, and this can affect your service quality. We'd need to book an engineer to investigate this further at the home. Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and selecting 'Messages' from the drop down. 

    • Bytors's avatar
      Bytors
      Tuning in
      6 months ago

      Hi Carley,

      Can you check again as that issue appears to have resolved with the disconnects on Wi-Fi. There is still an issue, but I am not sure if that is broadband specific. The connect speeds on the wired connection (1 GB) is a lot slower than the Wi-Fi connection on my laptop.
      Also, I don't see anywhere on the Hub5 to allow me to use my own private address range.

      Kind regards

      David

      • Vikki_M's avatar
        Vikki_M
        Icon for Forum Team rankForum Team
        6 months ago

        Hi David,

        We can see Carley sent you a private message.

        Please kindly respond to her there and she can assist further.

        Thank you. 

  • Client62's avatar
    Client62
    Alessandro Volta
    6 months ago

    That reads like your device does not work well with the Wi-Fi 6 signals of the Hub 5.
    This is not an uncommon problem.

    As there is only 8 feet, can you use a network cable ?