Forum Discussion

Jobie's avatar
Jobie
Tuning in
3 years ago

iPhone Wifi Internet problems with Hub 3

I have having daily intermittent problems with my two Apple iPhones with Wifi internet and my Virgin Media Hub 3, which is rendering my home Wifi to be pretty much useless.   

The devices appear to connect to my Wifi but internet doesn’t work.  Sometimes on the iPhone WiFi settings it will say “No Internet Connection”, but not always.  However there will be no internet connection on the iPhones regardless.  

I have a wired PC, two laptops and an Android device on WiFi, and also a smart TV on the WiFi and these ALL work perfectly – the problem only appears to be with the iPhones.  (I have an old iPad Air 2 and this works fine also).

My two devices are an iPhone 11 and an iPhone SE.  Both will connect to the internet on WiFi networks outside the house (eg. My workplace) and work without any problems whatsoever.

If I do a “forget this network” and rejoin, sometimes the device will reconnect, but to be honest it is driving us crazy as my home WiFi is effectively useless and is constantly eating up mobile data. 

Doing a power off/on will sometimes resolve the problem but it is guaranteed the problem will occur again within a few hours, if not sooner.

I have tried – pin Resets, splitting the wifi Bandwidths to separate SSIDs. Static IPs, all to no avail.  I have had a Virgin engineer visit and of course his basic diagnostics found no problems.

I am at the end of my tether with this.  Is anybody able to advise?  Thanks in advance.

 

78 Replies

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    • Jobie's avatar
      Jobie
      Tuning in
      3 years ago

      Have previously done this and set security to WPA2-PSK for both 2.4 and 5

      • g0akc's avatar
        g0akc
        Problem sorter
        3 years ago

        Have you tried resetting the network settings on the iPhones?  Like this I recall;

        1. Tap Settings from the Home screen. 
        2. Scroll down to and select General. 
        3. Tap Reset then select Reset network settings option.
        4. Enter your device passcode if prompted. 
        5. Tap Reset network settings again to confirm.

        If that doesn't work;

        • Have you tried using a free wireless analyser app - say inSSIDer on Widows - any clash or overlap with neighbours? try in different rooms
        • Try changing channels
        • use 5GHz only for a time - any better?
        • iPhones have latest updates?

        Ultimately. if various troubleshooting steps don't work, just get yourself a good third party router and put hub in modem mode

         

  • Limepickle12345's avatar
    Limepickle12345
    Tuning in
    3 years ago

    I have exactly same problem and cannot find a solution from Virgin (quel suprise). Scrolling through several forums it would appear that this is not uncommon amongst apple phone users who have Virgin broadband.

    if you do find a solution please share.

      • Jobie's avatar
        Jobie
        Tuning in
        3 years ago

        I have done network resets on the iPhones several times.  All iPhones are fully updated with latest firmware.

        I have previously run NetSpot Wifi Analyzer on my laptop and all looks fine with no clashes with neighbouring channels.

        I installed Apple AirPort and can see my hub SSIDs (I have split 2.4 and 5 following a suggestion from a previous thread on here), along with my hub’s Virgin Media Hotspot.  Everything looks fine.

        My two iPhones appear “connects” to my Wifi but will say “No Internet Connection”.  The iPhone MAC address does not appear in the list of connected devices on my hub.  I can see the MAC addresses of the other wifi devices (laptop, Wemo switches, etc).

         

    • ks38's avatar
      ks38
      Tuning in
      3 years ago

      Had much the same problem Tried everything but nothing worked. Noticed that my iPhone worked fine when connected to my daughters Virgin router which was in the open .Moved my router from behind my very large tv screen into the open and hey presto problem solved ,the screen was blocking the wi fi , sometimes it’s the simple things!!!

       

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

        Hey ks38, thank you for reaching out and I am sorry you were having some connection issues.

        I am glad this has been all resolved for you, however we do recommend keeping your hub out in the open.

        You can find some WIFI tips here. Thanks 

  • stefangilligan's avatar
    stefangilligan
    Tuning in
    3 years ago

    I’m having the exact same issue. Tried everything suggested and nothing has helped 

  • Aggster's avatar
    Aggster
    Joining in
    3 years ago

    I found the only way to get around this is to get a third party hub. Virgin just aren’t capable of fixing the issue. Believe me having to purchase another router after the expense of getting Virgin in etc is a bitter pill to swallow, but for the relief of everything working seamlessly it’s worth the outlay. 

    A good YouTube video explaining how to change the Virgin hub to modem mode is: https://youtu.be/JCn_sLrxJQk

    The hub i purchased from Amazon is this one for £60: https://amzn.to/3D4J2dT

    • Ilyas_Y's avatar
      Ilyas_Y
      Forum Team (Retired)
      3 years ago

      Hi there Aggster, thanks for reaching out to us and a warm welcome to the Virgin Media forums.

      I'm sorry to hear about the issues with the VM hub.
      Was it an intermittent Wi-Fi connection issue you'd have?
      Let us know and how it is with the third party hub you have.

      Kind regards.

      • Aggster's avatar
        Aggster
        Joining in
        3 years ago

        Yes it was intermittent wifi on my iPhone and other random bits of smart home kit. But Virgin know there is problems and incompatibility with iPhones. Bit naughty really giving inferior hubs to customers. Now I’ve upgraded my router to the one I posted above I’ve had no problems at all. So definitely 100% the Virgin Hub3. 

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

    I have also been seeing this issue with Hub 3 and Apple iOS devices. 

    I saw a comment about child safe and remember turning that on at about the time the issues started. I’m going to try switching it off to see if there is a compatibility issue between it and iOS. 

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

      Hey halltony, thank you for reaching out and I am sorry to hear you are also having some issues with Apple devices connecting.
      Please can you let me know what Apple devices they are and if they are all updated to latest IOS 16.1 update?

      Please can you let me know if it also gives you any type of error message at all? Thanks 

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

        Devices are iPhone 12 and 13 mini and older iPad Pro. All on latest iOS version. 

        I would say that the issues seem less common with the two virgin security potions disabled but we are still seeing some dripping of signal when playing streamed audio from BBC Sounds via Sonos speakers. I might try re-enabling the security options to see whether things get worse again. 

  • JonnyJ's avatar
    JonnyJ
    Joining in
    3 years ago

    Has anyone found a solution to this yet? It’s an issue with every iPhone and Virgin. We’ve got 3 in this house and all have intermittent connectivity. No issues with other non-iPhone devices. very annoying. The iPhones also connect with no issues to other Wi-Fi. It is just Virgin that is the problem 

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

      Hi JonnyJ,

      Thank you for reaching out to us in our community and welcome, sorry to hear you are facing connection issues with all Apple devices on your Router however no other devices have issues and the devices work on other WiFi connections.

      Which devices are they, what Router do you have and what iOS is running on the devices?

      Regards

      Paul.

      • JonnyJ's avatar
        JonnyJ
        Joining in
        3 years ago

        It was Hub 3 that was the issue . Have upgraded to Hub 5 and so far no problems . Should really stop selling customers hub 3… 

  • mglcastro's avatar
    mglcastro
    Joining in
    2 years ago

    Hi,

    Not sure if you ever solved this but I started having the exact same issues you described the other day (hence finding this forum). Couldn’t work anything out and then I unplugged my TP Link Wi-Fi range extender and hey presto! The iPhone not only connects but actually functions on the Wi-Fi again. Not sure if you too have some kind of Wi-Fi range extender in the house but try turning that off to see if it solves the issue.

  • Gr8manc's avatar
    Gr8manc
    On our wavelength
    2 years ago

    Just wanted to say for anyone else having the same issue as mine and got all this way thinking never going to get it fixed. Well thanks to mglcastros post I too had a TP Link wifi extender plugged in and since seeing that post turned it off. It’s now been a week and my issues of no internet on our iPhones no longer exists. Whilst it may not be the answer for everyone it was a quick win for me. Just have to figure out now what I can use to extend the wifi that won’t give the same problems.

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

    +1 on the TP Link WiFi extender. Perhaps this doesn’t play nice with Hub 3s?

    I ended up buying another Internet access point which improved things alongside the WiFi extender. 

    I’d be interested to know if anyone has recommendations on compatible WiFi extenders instead of the TP Link ones. 

  • Client62's avatar
    Client62
    Alessandro Volta
    2 years ago

    Could it be the TP-LINK Powerline extender connected to the Hub has failed, leaving the second TP-Link unit broadcasting a Wi-Fi signal but without an internet link back to the VM Hub. 

    Symptoms would be a mobile / laptop connects but then there is not internet available.