Forum Discussion

Bluetopaz2025's avatar
Bluetopaz2025
Tuning in
9 days ago
Solved

Main WiFi “no internet”, guest WiFi fine. How??

 Very confused.  2 year old virgin media hub5.  Recently certain devices stopped connecting or intermittently dropping off.  Now main WiFi says “no internet connection” on devices but shows connection, yet switch to guest WiFi and that works fine!  How can this be?  Very confused.  And seemingly no way of getting support from VM! 

  • Bluetopaz2025's avatar
    Bluetopaz2025
    6 days ago

    Thanks.  I did all of those multiple times to no avail.  Over several week. I have today put the hub into modem mode and bought a separate high power router.  Getting 800-900mb in router room via WiFi and even 300mb in furthest room where VM couldn’t reach!  

8 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    9 days ago

    When was the last time you rebooted the Hub?   The Guest Wifi is on a separate DHCP range which is not connected to the main DHCP range.  It may be the mail DHCP server has "failed" and needs refreshed.

    Or try a 60 second pinhole reset as below;

    Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds.  Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible. NOTE this will remove any custom settings you may have set in the Hub, and they will all have to be setup again.

    • Bluetopaz2025's avatar
      Bluetopaz2025
      Tuning in
      9 days ago

      I have rebooted the server daily.  On gig1 which we upgraded to about 1 month ago and tbh have been having issues since around that time.  I don’t think it’s connected.  The only way we can get on the internet at all is via a guest WiFi connection albeit even that isn’t working for everyone in the house.  It seeks to be random devices aren’t connecting, but no one seems to be able to access the main WiFi connection.  Which is what I don’t understand how we can access broadly full services from one connection but not another thru the same router 

    • Bluetopaz2025's avatar
      Bluetopaz2025
      Tuning in
      9 days ago

      So we’ve been using the guest WiFi for a few weeks as the main WiFi connection keeps saying no internet Annie of our laptops when i tried to troubleshoot do keep saying messages about dhcp server… I’ll give this a a go once i can find the pinhole reset lol

      • John_GS's avatar
        John_GS
        Icon for Forum Team rankForum Team
        7 days ago

        Good afternoon Bluetopaz2025 
        Thanks for posting and welcome to the community. Sorry for any broadband issues. There are no area issues/outages when checking the system.
        Please can you do this for us;
        Check the coax cable is connected securely to the bottom of the wall socket. A splitter is used for TV and Broadband cables. Check the cable between the splitter and the wall point is secure. Tighten any loose connections to make sure they are finger tight. If the cables have push-fit connectors make sure they're secure. Then reboot. Please let us know if you're still having issues after doing this.

    • Bluetopaz2025's avatar
      Bluetopaz2025
      Tuning in
      6 days ago

      Thanks.  I did all of those multiple times to no avail.  Over several week. I have today put the hub into modem mode and bought a separate high power router.  Getting 800-900mb in router room via WiFi and even 300mb in furthest room where VM couldn’t reach!  

  • Client62's avatar
    Client62
    Alessandro Volta
    9 days ago

    Is the Hub 5 on recent software release : LG-RDK_11.6.2-2410.1 ? 

    Is the Connected devices page populating i.e. is the DHCP working for the main Wi-Fi ?