Forum Discussion

KateBrew's avatar
KateBrew
Joining in
2 days ago

WiFi keeps dropping out

Over the last few days the wifi keeps dropping and we can’t get online. I’ve done all the checks on the app, followed instructions and phoned as suggested, nothing can be found and automated voice told me to switch hub on and off again and said that should fix things then just hung up! Has not fixed things at all. Really not sure how or who to contact now. It shouldn’t be this difficult. We’ve only had Virgin about a month and it’s proving not a great move. My son has a levels at the moment so this is quite important. Please help!

4 Replies

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

    Post the power levels, Pre and PostRS errors and network log from the Hub.  To access these connect to the Hub 192.168.0.1 and click on "Router Status"

    Setup a BQM to monitor your circuit www.thinkbroadband.com/ping  

    Also run a wired speed test on www.samknows.com/realspeed and post the results.

    Once done we can comment.

  • Client62's avatar
    Client62
    Alessandro Volta
    2 days ago

    We found the Connect app was the part of the problem, by enabling Smart Wi-Fi and using Auto Wi-Fi Channels it was creating a situation where the Hub Wi-Fi dropped out randomly every time there was an Auto channel change.

    By first uninstalling the Connect app from all devices in the house, then in the Hub menu disabling Smart-Wi-Fi and using fixed Channels 1 or 6 or 11 on the 2.4GHz band and 36 or 44 on 5GHz band we eliminated Wi-Fi drop outs from our Hub.  

  • KateBrew's avatar
    KateBrew
    Joining in
    2 days ago

    Thank you both. I’m not very technical and don’t think it should be something that’s left to the customer. We just want WiFi to work for very basic usage and Virgin should sort it if it’s not working. If I could cancel this and go back to sky I would but as it’s been just over a month now so I guess I’m stuck with it! I’ll see if I can figure out what you’re suggesting. Thanks again

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

      Fully understand your position, and yes these things should just work.  However it will be to your benefit to use things like BQM, as this records your incoming circuit 24 x 7 and it’s free.  It just adds more evidence if poor performance and it’s used by VM as an aide.  The SamKnows test is an actual VM test as the firmware is built into all the VM hubs.  A steep learning curve, but you will be with VM for a least 18 months …