Hi justalime
Thanks for posting and welcome back to the community. Sorry to hear of any WiFi issues. Depending on what package you're on, this would be correct as there is a charge of £8 per month for the WiFi Max service. More here - https://www.virginmedia.com/wifi-max
There are so many things that can influence a Wi-Fi connection some of which include but are not limited to, a fish tank being in the same room, walls being built with concrete instead of brick, it could even be that your next-door neighbour’s router is interfering with yours. Due to this, we are only able to offer limited help. Please have a look here: https://virg.in/wifisos
The Hub's location could also be causing the coverage problem, so we do need to check the positioning of it. Can you please ensure the following
Out in the open
Next to the TV not behind it
Away from large bodies of water (e.g., fish tanks)
Away from baby monitors and cordless phones
Away from microwaves
Think of the Hub as a radio, and WiFi as the sound - the further away you are from the radio, or the more obstacles that are in the way (walls, electronic devices etc.), the quieter the radio & the poorer the WiFi.
If that doesn't help, if you have the Hub 3 or above, you can download our Connect App which will allow you to scan areas of your home and will offer help. You can view more information on that here: https://virg.in/connectapp
Keep us posted.
