Forum Discussion

manxshaun's avatar
manxshaun
Joining in
12 months ago

Intermittent WiFi Issue

I have had the above issue for a few weeks. Anything connected to the hub via ethernet receives a signal fine. Devices that connect via WiFi intermittently get a signal but keep dropping out. Devices include a sound bar, a couple of iPhones, and a notebook.

I put up with the issue for a while because I'd been too busy, but it eventually became too irritating to ignore. I worked my way through the online suggestions and then phoned up on Monday and was on the phone for probably 30 minutes. Ironically Virgin ended the call because their systems were down. They asked that I phone back in 3 hours, and I suggested they should phone me back. You can guess whether that happened or not!

Anyway I phoned back to day and was on the phone for over an hour. The hub was tested and there was nothing wrong to it, as ethernet works, that makes sense. The suggestion was that I pay for WiFi Pods. I asked for a technical explanation as to how that was going to improve the WiFi signal since it had been working perfectly well for years and neither the house nor the devices have changed in any way for at least 3 years. The hub is in the same location as it has always been.

As I made it clear that I wasn't going to succumb to upselling, Virgin disconnected the call.

I guess my complaint is about customer service as well as the WiFi.

And why do Virgin make it so difficult to contact them? It wouldn't be persuade you to give up would it?

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    12 months ago

    If you are not using the VM Pods, you could try disabling the Smart Optimisation on the Wifi.  This is part of the Intelligent Wifi that will move the channels on the Wifi bands to optimise the signal.  When this occurs your Wifi will get disconnected, albeit reconnected quickly.  If you disable this, you can manually select the best channel for both 2.4 and 5Ghz bands.  This will stop the channel hopping.