Forum Discussion

leebarker1980's avatar
leebarker1980
Just browsing
12 days ago

WiFi cutting out

Hi, 

We are new to virgin media broadband. But so far I'm really unimpressed and disappointed with the broadband. We have a hub 3. I've done so of the broadband tests on the app and online, which say it's running fine. Yet my son on his tablet and ps5, as well as our mobile phones, every so often lose connection. Also my son says his ps5 is very laggy. We were with Vodafone before for a few years, on a lower speed to this, but we never had any problems.

Can anyone please help? 

Thank you.

broadand
Dropping out
Hub3

11 Replies

  • Martyn's avatar
    Martyn
    Superfast
    12 days ago

    hub 3 is pretty old, what speeds are you on 150mb?? you could ask for a better hub, but doubt it would improve much, do you have anything hard wired? do a realspeed test.

    You can compare the hubs here: https://www.virginmedia.com/broadband/existing-customer-deals/hub

  • Client62's avatar
    Client62
    Alessandro Volta
    12 days ago

    Hub 3 random drop out are caused by Wi-Fi Auto channel changes.

    In the Hub 3 menu : 

    1. Disable Smart Wi-Fi  aka Wireless Channel Optimisation
    2. Set the 2.4GHz band to channel : 1 or 6 or 11 
    3. Set the 5 GHz band to channel : 36 or 44

    With this configuration TV streams without any issues.

    • leebarker1980's avatar
      leebarker1980
      Just browsing
      11 days ago

      I've just tried this. I'll keep you up to date with how it goes. Thank you 

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

      Do you have VM Pods per chance?  In that case you can’t use manual settings.  Also if you use the Connect app it will reset the Hub back to factory settings.  
      Also if working on the Hub, use a cable connection, don’t use wifi as any changes can result in a disconnect from the Hub.

  • Client62's avatar
    Client62
    Alessandro Volta
    9 days ago

    Disabling Smart Wifi made my router disconnect completely!

    By chance are you trying to manage the VM Hub over the
    very Wi-Fi that you are re-configuring ?

    When the Hub's Wi-Fi is reconfigured it does stop / restart the Wi-Fi service
    which takes several seconds, long enough for the admin session to be locked out.

    Manage the VM Hub via a network cable to avoid Hub disconnection issues.


  • jb66's avatar
    jb66
    Very Insightful Person
    9 days ago

    Sadly this was my experience of the hub3 and no matter what i did with the device it never got any better.

    Your probably going to have to spend some money on your own router if you can't make Virgin give you the newer hub5 which is much better 

  • Client62's avatar
    Client62
    Alessandro Volta
    9 days ago

    On the current firmware : 9.1.2208.100 the only occasional issues seen are DHCP server failures, these have occurred twice post power outages & both times need a factory reset to clear as it.
    The fault is really obvious, static IP VoIP & Printers are working fine & DHCP devices are not.

    We do not suffer from the Wi-Fi drop outs when using the settings outlined above. The key being to get the Wi-Fi channels fixed on both bands. So for us it is no thanks to VM Pods & installing the Connect app is absolutely prohibited / totally not needed.

    • Akua_A's avatar
      Akua_A
      Icon for Forum Team rankForum Team
      6 days ago

      Hi leebarker1980, 

      Welcome to our forums, and thank you for your first post. Sorry to hear you have been having issues with disconnections on your service. We want to do our best to help from here. Just to confirm, are you getting these issues on wired or wireless devices? Also, was the great advice given by the community useful?

      Thanks,

      • leebarker1980's avatar
        leebarker1980
        Just browsing
        20 hours ago

        Hiya, 

        I have tried all of the above, but unfortunately it still keeps randomly dropping out. 

        The wired connections are fine, but the WiFi isn't. We are really disappointed to be honest, we were with Vodafone before and never had a problem.