Forum Discussion

Russ29's avatar
Russ29
Joining in
30 days ago

Poor WiFi

We got Virgin 1gb 5 hub installed on the 14th November, after 3 engineer visits, a new hub, WiFi pod ( took 4 weeks to get here) new skyq boxes we are still to this day getting intermittent WiFi across all devices and in some cases no WiFi! We have to reboot at least 4 times a day. It may come back for 20 mins or so. Box on wall of house outside is not secure. With working from home and a family that require WiFi, this service is unbelievably poor. Any ideas how this can be sorted out??? 

  • Adduxi's avatar
    Adduxi
    Very Insightful Person

    It may be the property needs a Wifi Mesh  or additional Wifi access points installed, irrespective of ISP.  It is difficult to get a strong wifi signal over any property without careful consideration of the environment.  I have 3 AP's to cover my property for example.  I also believe from memory somewhere in this Forum, the solution for the Sky Q was to use cables?

  • Call the wonky external box in as a fault on 0345 454 1111 / 150.

    (ps I'm not sure where the Sky Q boxes enter the VM equation....) 

     

  • Client62's avatar
    Client62
    Alessandro Volta

    Repeated re-booting of a VM Hub is never a fix and best avoided in favour of identifying the root of the problem.

    Share the signal level and error stats from the VM Hub's Downstream and Upstream status tabs
    so we can see if there is a connection issue.

    Remember placement of VM Pods ( a Wi-Fi Repeater ) is critical, is must be installed in a place where is gets a good signal from the VM Hub.  A VM Pod can be used to extend Wi-Fi Coverage but the cost is 50% or less speed / more jitter / more  latency.

    A common mistake is to install a VM Pod in a room with little or no usable Wi-Fi coverage from the VM Hub and this can make matters a whole lot worse as your devices will connect to the VM Pod but it will provide even worse performance than not being present.

    • Carley_S's avatar
      Carley_S
      Forum Team

      Hi Russ29 

      Welcome to the Community Forums. 

      Sorry to hear that you're having issues with your WiFi and your Sky Q at this time. 

      Just to confirm, are you getting issues with all Sky Q devices or all your internet-connected devices? 

      As Client62 has very kindly advised, the positioning of the WiFi pods is very important and they must be placed within an area that has a good/strong signal to be able to boost this to the further areas of the home. They must be in a mains socket, well ventilated and away from any other devices that broadcast signals such as Bluetooth, radio waves and other microwaves. This will allow the best chance for the WiFi to get to the needed areas with as little interference as possible. 

       

      Checking the systems on our side we can see that you've since been in touch with the team and have actions in place for this to be investigated further. Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.

      • Russ29's avatar
        Russ29
        Joining in

        We had an engineer out for the 4th time, still intermittent both on SkyQ boxes and other devices. The engineer was with us for nearly 3 hours trying to sort out the issue, it did work then has gone off time and time again. He also moved the pod in different parts of the house as there is no WiFi or TV at all in the extension of the house!! This has been like it since we switched to Virgin! I have now contacted another supplier to switch services as this current service is not working and never has done.