Forum Discussion

Chris_Myers's avatar
Chris_Myers
Superfast
2 years ago

low device signal strength on Hub 5

So, having rebooted my Hub 5 following a broadband upload speed boost, I ran a network check on the hub and was told there were WiFi Issues.  The upshot is that two devices were flagged as "The device has low signal strength, please move it closer to Hub 5" followed by "Please place your Wi-Fi device near the Hub 5". 

Firstly the messages do not identify which devices these messages refer to, but also the whole purpose of Wi-Fi is NOT to have the device immediately adjacent to the hub. I already need two Wi-Fi extenders to get the signal from my router (upstairs study) to devices (including TIVO box) in my downstairs lounge. Questions:

1. What Device is having a problem (is there a simple way to identify this)?

2. Are Virgin Media honestly saying they cannot provide a stable Wi-Fi Service unless I put all my devices in the same room as the router?

hub 5 plus 2 pods - Wi-Fi still not working
low signal strength
place Wi-Fi device near Hub 5

33 Replies

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  • Chris_Myers's avatar
    Chris_Myers
    Superfast
    2 years ago

    In addition, the Hub 5 status overview shows connected ethernet and wi-Fi devices, but these are not picked up in the full connected device list even after a refresh.  Why are same devices not shown in both lists?

  • chg128's avatar
    chg128
    Joining in
    2 years ago

    set the hub5 as modem, get the better wifi router like ASUS etc . job done ! 

    • Cardiffman282's avatar
      Cardiffman282
      Wise owl
      2 years ago

      As above. Plus do the low signal alerts specify a MAC address for the affected devices? If so the devices can be identified via their network settings. 

  • Chris_Myers's avatar
    Chris_Myers
    Superfast
    2 years ago

    No, the Network report does not identify specific devices.  It just reports poor signal on a device and advice to move the device next to the router (kind of defeats the object of Wi-Fi connectivity). 

    I have nearly a dozen wi-fi devices around the house covering iPads, iPhones, Printers, laptops, TIVO boxes etc.  What use is the VM router if the answer is to use someone else's bit of kit!  Surely Virgin media should be able to provide me with appropriate service throughout my standard 3-bedroom house without having to go out and buy a separate and expensive Wi-Fi Hub - I already use 2x WiFi extenders to get a signal from my Router in my study (upstairs) to my TV device in my lounge (downstairs).  Just another example of a poor provision of service and support by Virgin Media.

  • Chris_Myers's avatar
    Chris_Myers
    Superfast
    2 years ago

    I still cannot understand why an issue is identified with a device, but not which device is referred to or why I am told to move a wi-fi device closer to the hub when the whole purpose of wi-fi is remote access.  would anyone at VM care to explain?

    • Tudor's avatar
      Tudor
      Very Insightful Person
      2 years ago

      As you have an iPhone download the Apple AirPort utility. You can use this, after updating in the setting and turning on "WiFi Scanner", to see what signal you are getting in each location. Also identifies all SSIDs and you can see if there is channel overlaps.

      • Chris_Myers's avatar
        Chris_Myers
        Superfast
        2 years ago

        Missing the point. The hub can tell me what devices are connected.  I know where the devices are in my own house.  I already have a hub plus two extenders to get the signal between floors, and front to back, in my standard 3 bed house.

        The fact that VM knows this, but can only tell me "a device" has an issue and simply placing next to the router will fix all my comms issues just does not  cut it.  Their hub is not up to the task in a simple residential situation, the report is too generic, and, without multiple hubs, access to broadband for all the devices in the house (including digital phones (fixed and mobile), laptops, iPads, iPods, and TIVO devices is unreliable as their own unhelpful report indicates. Yes I can use apps to scan the house. Yes I can replace their equipment with better, more reliable solutions, but I am paying VM to provide a service, not so I can configure my own network infrastructure to cover their incapability. I expect better, but rarely get it.

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

      Hey Chris_Myers, thank you for reaching out and I am sorry to hear this.

      Did the advice below help at all?

  • Chris_Myers's avatar
    Chris_Myers
    Superfast
    10 months ago

    I find this very infuriating.  The response to poor support and equipment from VM (my provider) is to simply expend more money on appropriate equipment myself. Isn't about time VM stepped up to the challenge and corrected issues created by their own (supplied) equipment. The VM response was simply to ask - did the help from others (buy new kit) help.  Well VM certainly didn't help!!

    • legacy1's avatar
      legacy1
      Alessandro Volta
      10 months ago
      Chris_Myers wrote:

      Isn't about time VM stepped up to the challenge and corrected issues created by their own (supplied) equipment.

      Couldn't agree with you more VM should just give us modems and if the consumer needs a router at some cost by a well know brand so be it.  

  • Chris_Myers's avatar
    Chris_Myers
    Superfast
    10 months ago

    By the way, following a power outage and a reboot of the system today, it is again reporting this

    Checking WiFi Connections

    If you still think something is wrong, please check the following:

    1, The temperature of your Hub 5 is normal. YES IT IS
    2. Your broadband connection is working. YES IT IS
    3. Gateway IPv4 address is valid. YES IT IS
    4. Your broadband connection is ready. YES IT IS
    5. The device (?very unhelpful?) has low signal strength, please move it closer to Hub 5.
    6. The device (?very unhelpful - the same or another device?) has low signal strength, please move it closer to Hub 5.
    7, Please place your WiFi device near the Hub 5. - Remind me - what is the point of WiFi Connectivity?
     
    When will VM be supplying a hub that actually works?
    • ND9KG2's avatar
      ND9KG2
      Just joined
      8 months ago

      Echo everything you've said 100%, having again been foolish enough to accept an "upgrade" for Virgin devices and had a Superhub5 for about a week.  Appalling design, and experiencing WORSE coverage than before! The responses are completely missing the point. The hub is happily saying "I know about the attached devices, have checked each one and know there's a problem with some specific devices, but I'm not going to bother TELLING you which ones - you're going to have to start disconnecting everything and figure it all out by yourself".  This is  one of the many reasons why I've terminated my contract, and it seems they're not even bothering trying to get me back this time.

  • Chris_Myers's avatar
    Chris_Myers
    Superfast
    5 months ago

    And still no correction to this worthless report. The hub knows what devices I have connected. It knows connection to two of those devices is not good but cannot put the two reports together and tell me which devices (specifically) have an issue or why. The idea that simply huddling all devices in the house around the hub would correct all issues is, simply put, laughable. If you (VM) cannot support WiFi appropriately in a simple 3-bed house, you need to consider multiple hub solutions or even hubs with more than 4-ports. If other ports can be bought that do a better job, doesn’t this suggest (VM) should invest in more appropriate equipment?

    • Tudor's avatar
      Tudor
      Very Insightful Person
      5 months ago

      The VM hubs, Hub5 included, use off the shelf components and firmware with a few cobbled together users modifications. If you ever had one of the original Hub5s you saw lots of the hub messages identifying it as a Hub3! This is one of the many, many, reasons I and other knowledgeable users only run the VM hubs in modem mode, which works very well. I use very expensive networking equipment, but there are plenty of relative cheap components available to users. Buying your own networking equipment also makes it very easy if and when you move to another ISP.

    • asim18's avatar
      asim18
      Rising star
      5 months ago
      Chris_Myers wrote:

      If other ports can be bought that do a better job, doesn’t this suggest (VM) should invest in more appropriate equipment?

       

      You are absolutely correct, and VM did have "appropriate equipment" prior to 2010. Back then, they would ONLY provide an excellent Motorola DOCSIS modem to connect to their network. And would give you seperate D-Link DIR-615 router for your home networking needs. In my opinion, this was the last time VM knew what they were doing and provided excellent networking equpment.

      Unfortunately after 2010, VM decided to start producting their own routers. These were horrible. In my opinion the worst networking devices I've ever come accross in 25 years by an absolutely mammoth margin. With slow web interfaces, buggy settings, dodgy security allowing WAN pings, etc.

      Fast forward to 2023 and VM release their latest 5x router which doesn't even have a modem mode anymore!!!

      So unfortunately, to answer your question on whether "VM should invest in more appropriate equipment?".... The answer is yes, but they will not, as VM is going backwards.

      In my opinion, the reason for this is profit. If they went back to the proper method of seperating their modem/ONT from the routers they could just bundle in a £45 TP-Link router into everyones contract which would be vastly superior to any VM branded HUB. But this would make them less profit as everyone would just be using an off the shelf router as opposed to perpetually "renting" equipment off of VM.

  • Client62's avatar
    Client62
    Alessandro Volta
    5 months ago

    You are not alone in finding the VM Hub diagnostic reports are poppycock.
    Our VM Hub reports 'an Ethernet issue' when any 10/100 devices are connected. ( Cisco / Sony / Epson devices !!! )
    It is a totally spurious message about a non existent fault.
    Just as with the Wi-Fi, the devices of concern are not identified.

  • Chris_Myers's avatar
    Chris_Myers
    Superfast
    5 months ago

    My point is that I expect a service provider to provide a viable service with robust and appropriate equipment, not to need to rely on DIY network solutions. Yes there are good alternatives but I generally do not expect to pay for a service which I need to supplement or replace in order to get basic communications across a normal range of family devices throughout a standard home.

    • Cardiffman282's avatar
      Cardiffman282
      Wise owl
      5 months ago

      I'm not certain switching to bold font will suddenly deliver what you are looking for. I tend to agree with your argument but the VM future is getting even bleaker in some ways with a single, pretty mediocre, Xgs-pon hub with no real modem mode at all. BTW a good little ISP called Aquiss doesn't provide a modem/router at all (over and above the network ONT) - you have to use your own kit. 

      • Chris_Myers's avatar
        Chris_Myers
        Superfast
        5 months ago

        Oops sorry. Bold not intentional. Note to self - recheck before send

  • Chris_Myers's avatar
    Chris_Myers
    Superfast
    5 months ago

    Anyone else in the community think this repsonse (your power levels are out of spec (they're on the high side) so I'll need to arrange a home engineer visit to put them right) shows a lack of understanding of the issue described and is inadequate? [This comes after energy suppliers have generally reduced levels to address green issues].