Forum Discussion

TEMPESTWILL's avatar
TEMPESTWILL
Tuning in
6 years ago

wifi connected, but no internet

Hi,

Having an issue with some wireless devices saying they are connected but have no internet access whilst having a mostly full signal. for instance, my phone and pc will both be on wifi in the same room, but my pc will say no internet access whilst my phone is working. I have run a cable through my house and switched my PC to a wired connection and this no longer has any issues, but any wifi devices randomly drop onto connected but no internet daily and this is only fixed by resetting the wifi connection.

I have spoken to customer services but every time the operator tries a few things then pass me to a new operator and I have to start all over again asking me to reset it and try wired connections etc which is driving me crazy.I

 have used the online test and no issues where found, I have also factory reset the router but this made no difference.

Could it be my hub is faulty? 

 

Many thanks for reading this

Will

  • John_GS's avatar
    John_GS
    6 years ago

    Hi TEMPESTWILL,

     

    Thanks for posting and welcome to the community. My apologies for the broadband issues. We do need a tech visit to the property to sort this out after I've ran a background check. I'll PM you now to arrange this.

     

    Kind regards,

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    6 years ago
    If you have the Hub3, try this.

    Go into the Hub3 settings. Type in http://192.168.0.1 into your web browser’s url box and login with settings password on the Hub's base sticker (or your own if you changed it). Then in Advanced>wireless>smart wifi - tick the disable “channel optimisation” box and save settings. Then, go to advanced>wireless>security, rename the 2.4 & 5 GHz network ssid's. Just change 'em to whatever you like and something that will differentiate them (e.g - xxxxx2 & xxxxx5) -- use the same password if you like, Then, apply settings and restart the Hub.

    Your 2 wifi networks will now be clearly separated - and you then select the network you want to connect to individually from the "available networks" list on each device. 5 GHz is usually better and subject to less interference (and is better for iDevices ) than the 2.4 one - although this one has the better "range" and some older/cheaper/dumber devices can only use this one.

    You can also use a wifi analyser App to check which 2.4 channels are being heavily used around you and move yours to one of the 3 non-overlapping channels (numbers 1,6,11) that is least so.

    See if that helps - you will lose any “seamless roaming” benefits but it may not matter and you can always change the settings back or do another "factory reset" if you prefer the way it was - or it doesn’t help.
    • TEMPESTWILL's avatar
      TEMPESTWILL
      Tuning in
      6 years ago

      thanks for your reply! an engineer arrived before i could check this post and replaced my hub 🙂

      • John_GS's avatar
        John_GS
        Forum Team
        6 years ago

        Glad to hear all sorted 🙂

         

        Kind regards,

  • John_GS's avatar
    John_GS
    Forum Team
    6 years ago

    Hi TEMPESTWILL,

     

    Thanks for posting and welcome to the community. My apologies for the broadband issues. We do need a tech visit to the property to sort this out after I've ran a background check. I'll PM you now to arrange this.

     

    Kind regards,

    • Pegler's avatar
      Pegler
      Tuning in
      5 years ago

      Hi

      I have exactly the same issue as this one. Please help.

      We have several devices connected to the Hub. Every day at present one or more of these devices will lose their internet connectivity, occasionally all of them. We are having to switch the Hub off and on numerous times a week, sometimes several times a day. It can take two resets, lasting 15 - 20 minutes in total, to regain connectivity. This has been going on for many weeks now and appears to be a problem with the Hub, rather than anything else.

      I do not want to go through the pain of calling the helpdesk or attempting any highly technical config changes to the router and networks.

      Please could you arrange to send round an engineer?

      Thanks

      Chris

      • MikeRobbo's avatar
        MikeRobbo
        Alessandro Volta
        5 years ago
        Pegler wrote:

        Hi

        I have exactly the same issue as this one. Please help.

        We have several devices connected to the Hub. Every day at present one or more of these devices will lose their internet connectivity, occasionally all of them. We are having to switch the Hub off and on numerous times a week, sometimes several times a day. It can take two resets, lasting 15 - 20 minutes in total, to regain connectivity. This has been going on for many weeks now and appears to be a problem with the Hub, rather than anything else.

        I do not want to go through the pain of calling the helpdesk or attempting any highly technical config changes to the router and networks.

        Please could you arrange to send round an engineer?

        Thanks

        Chris

        You would be as well starting your own thread if you are looking for assistance.

    • GrahamBalch's avatar
      GrahamBalch
      Joining in
      5 years ago

      Hi there, we have the exact same issue, strong WiFi but no internet connection. 

      Ive done all the recommended fixes, but no joy. 

      What’s the solution?

      Regards

      Graham

      • Cazilhac's avatar
        Cazilhac
        Joining in
        5 years ago

        Hi There,

        I have almost the same problem here, I try to contact Virgin but now one is answering. Did you find a way to contact them or to make your internet working again? 

        I would like to book an appointment with an engineer as soon as possible. 

        Thanks a lot for your help and Support. 

         

    • stonecold379's avatar
      stonecold379
      Joining in
      5 years ago

      Hello, I have been facing this problem since yesterday. First it was saying connected, no internet. Now wireless sign is green static on the hub 3 and long dash line is keep flashing.  I have checked properly all the cables and reconnect the wire on hub.3, checked on the wall plug, all looks fine, it seems that there is problem outside my house as inside all looks good.

      I checked the router status and its says.

      Wireless  on 2.4 and 5 ghz . Green 

      Internet (access denied)

      Telephony (Disabled )

      Also checked downstream and upstream.  Both have no information. 

      Please help me as I am working from home and desperately need help to sort out the connection problem. 

  • angeldust1's avatar
    angeldust1
    Tuning in
    5 years ago

    Same issue here too.

    Customer helpline no help at all.

    Could someone please get in touch to help?

    • MikeRobbo's avatar
      MikeRobbo
      Alessandro Volta
      5 years ago
      angeldust1 wrote:

      Same issue here too.

      Customer helpline no help at all.

      Could someone please get in touch to help?

      You would be as well starting your own thread if you are looking for assistance.

      • angeldust1's avatar
        angeldust1
        Tuning in
        5 years ago

         I did a couple of days ago - its been ignored so far

  • Amyrobinson2596's avatar
    Amyrobinson2596
    Joining in
    5 years ago

    Hi

    I'm having a similar issue, I've set the router up but I can only get the light on the front to flash green? When I ordered the package you said over the phone that virgin had been installed at the property previously 

    Thanks

    • jbrennand's avatar
      jbrennand
      Very Insightful Person
      5 years ago
      Can posters start there own threads - it just gets confusing when 3 new posters tag on to an old dormant thread
  • TeDDy1959's avatar
    TeDDy1959
    Tuning in
    5 years ago

    I have the same issue! My laptop now only works wired and gets 150+meg. Before WiFi disappeared saying connected no internet i was only getting 14 meg on WiFi. I am meant to be getting 200meg! I have a booster, which incidentally I was told that it would be free and am being charged for it. The booster I am sure isn't working either! I am not getting WiFi around the house despite the booster! All in all a very poor service at the moment. I am getting threatening texts about restricting services if I don't pay. Pay for what a service that I am not getting and why would I do that? 

    • Diet's avatar
      Diet
      Joining in
      5 years ago

      Hello, 
      I noticed that it could be the Time/Date Setting. On an Android device the kids accidentally change it from 'auto-detect' time, so it went into a different time zone and the router seems to disallow that. 
      So be sure that time/date are accurate on your device and see whether it helps. It certainly did for me. I tried about 20 other things before I found it out and immediately it worked after that.

      • Cattv85's avatar
        Cattv85
        Settling in
        5 years ago

        Yessss this worked!!! My smart skinny tv wouldn’t work on any apps as was saying it was connected to WiFi but no access to internet ... after reading this I looked at the time on the tv and it said 5 am so went to settings on the tv.. date and time. Selected network time and it updated and immediately the apps became available. Thanks so much 

    • MikeRobbo's avatar
      MikeRobbo
      Alessandro Volta
      5 years ago
      TeDDy1959 wrote:

      I have the same issue! My laptop now only works wired and gets 150+meg. Before WiFi disappeared saying connected no internet i was only getting 14 meg on WiFi. I am meant to be getting 200meg! I have a booster, which incidentally I was told that it would be free and am being charged for it. The booster I am sure isn't working either! I am not getting WiFi around the house despite the booster! All in all a very poor service at the moment. I am getting threatening texts about restricting services if I don't pay. Pay for what a service that I am not getting and why would I do that? 

      VM Hubs are renowned for their poor Wi-Fi, and at the best of times Wi-Fi is a fickle beast that can be affected by numerous things such as distance from the Hub,  building construction, other electronic devices, neighbouring Wi-Fi, basically all sorts.

      VM supply to the Hub, after the Hub it is up to you.

      Many on here, myself included advocate the use of a third party Gigabit capable Wi-Fi router or Mesh system.

      You may be as well refining your Wi-Fi management, it might not fix your problem but will certainly help keeping track of your Wi-Fi frequencies.

      Instructions for Hub 3

      Log in to the Hub.

      Advanced Settings > Wireless Signal > click ‘Disable Channel Optimization’ > Click ‘Apply Changes’.

      Advanced Settings > Wireless > Security > Add 2 to the 2.4GHz Channel name > Add 5 to the 5 GHz Channel name > Click ‘Apply Changes’

      You can leave the passwords the same as they are. 

      Log out of the Hub.

      You will need to reconnect all you Wi-Fi devices some will want to connect to 5Ghz and some to 2.4GHz and some will connect to either.

      2.4GHz is a stronger signal but slower than 5GHz so if you have problems on 5GHz change to 2.4GHz.

    • TeDDy1959's avatar
      TeDDy1959
      Tuning in
      3 years ago

      Hi....my booster is free, but I did have to nag them to remove charges. 

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

        Hi TeDDy1959,

        Sorry to hear you had to chase things up so we have the charges for your booster waived off. We understand how this can be inconvenient, this is not the experience we want from our customers.

        I will take it that this problem has now been resolved.
        Could you please confirm whether there's any more issues with your WiFi coverage or our services in general and if you need more help with your booster or your account with us?

        Is there anything we can do for you, today? Let us know so we can assist.

        Thanks

  • elfy32's avatar
    elfy32
    Tuning in
    5 years ago

    Just to add, I’m getting the same problem. Devices are connected, full WiFi strength but no internet. Can’t be doing with this. Just want the internet I’m paying for.

    • Diet's avatar
      Diet
      Joining in
      5 years ago

      Have you checked your time-date settings on your device? It needs to be accurate time & date on your device in order for it to connect.

    • MikeRobbo's avatar
      MikeRobbo
      Alessandro Volta
      5 years ago
      elfy32 wrote:

      Just to add, I’m getting the same problem. Devices are connected, full WiFi strength but no internet. Can’t be doing with this. Just want the internet I’m paying for.

      Do you get internet using  a direct connection using a Cat 5E/6 cable between the Hub and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?

  • p_f_c_75's avatar
    p_f_c_75
    Joining in
    5 years ago

    I'm having the same problem. I'm swimming in good quality wifi (I now pay for 2 boosters that I was led to believe would solve the problem), but I keep getting the message "connected, but no internet". Very frustrating when you are working from home. I need someone to sort this - Come on Virgin, what am I paying for?  

    • Emma_C's avatar
      Emma_C
      Forum Team
      5 years ago

      Hi p_f_c_75, 

      Thanks for your post and welcome to our community. 

      Really sorry you're having some issues with the internet and for the delay in getting back in touch, we have been busier than normal. 

      I've had a look at the back end of things from here and it seems as though you've spoken to the team and an engineer was arranged. 

      How did the visit go?

      Let us know. 

      • domsheahan's avatar
        domsheahan
        Joining in
        5 years ago

        Nope, not had any contact or an engineer visit at all. Still get it and i pay for 100mb and lucky to get 20. Please can you arrange for a visit and a new box ? [REMOVED] many thanks

         [MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

  • RBB's avatar
    RBB
    Tuning in
    5 years ago

    I’m having the same issue too. WiFi is ‘great’ and I have a virgin booster installed but no internet. 

    • gary_dexter's avatar
      gary_dexter
      Alessandro Volta
      5 years ago
      RBB wrote:

      I’m having the same issue too. WiFi is ‘great’ and I have a virgin booster installed but no internet. 

      Please start your own thread

  • Ummaarah's avatar
    Ummaarah
    Joining in
    5 years ago

    Can someone please contact me.

    I have tried to phone several times and been put on hold for longer than 45mins.

    I have had no Internet for two days now and I need it as soon as possible.

     

    Thank you

    • gary_dexter's avatar
      gary_dexter
      Alessandro Volta
      5 years ago
      Ummaarah wrote:

      Can someone please contact me.

      I have tried to phone several times and been put on hold for longer than 45mins.

      I have had no Internet for two days now and I need it as soon as possible.

       

      Thank you

      You need to start your own thread 

  • Supercam's avatar
    Supercam
    Joining in
    5 years ago

    Having been a long serving loyal customer I am now at the point of putting my Virgin gear outside and moving my contract even though I just extended my current contract, legally if you wish to hold someone to contract you need to supply a service. 

    my  Wifi shows full signal but constantly drops out, from 200 Meg to zero in seconds, ookla test shows connected to Nottingham then Wolverhampton then no connection.

    constantly having to reboot, ten hours waiting for someone to answer at Virgin customer services who are hiding behind COVID-19 as an excuse for diabolical customer service.

     

    • gary_dexter's avatar
      gary_dexter
      Alessandro Volta
      5 years ago
      Supercam wrote:

      Having been a long serving loyal customer I am now at the point of putting my Virgin gear outside and moving my contract even though I just extended my current contract, legally if you wish to hold someone to contract you need to supply a service. 

      my  Wifi shows full signal but constantly drops out, from 200 Meg to zero in seconds, ookla test shows connected to Nottingham then Wolverhampton then no connection.

      constantly having to reboot, ten hours waiting for someone to answer at Virgin customer services who are hiding behind COVID-19 as an excuse for diabolical customer service.

       

      Start your own thread for assistance