Forum Discussion

Gr8manc's avatar
Gr8manc
On our wavelength
7 months ago
Solved

WiFi signal but no internet

Been onto virgin three times now and getting no where, same advice resetting hub we will monitor it etc and advisors just don’t seem to want to know with one even suggesting I needed to upgrade my package, what’s the point if I can’t use it!!! All devices randomly are having the same issue where connected to wifi but no internet connection. All fine if connected via Ethernet. Whole house is fed up with me not getting it resolved.

  • Well after finally getting an engineer visit he reckoned Hub was faulty and no amount of fiddling would fix it so he replaced it. Been over 2 weeks now with new Hub and no problem since! Not the first time my issues have been resolved with a new Hub, they don’t seem to last more than a few years before glitching.

  • Client62's avatar
    Client62
    Alessandro Volta

    Using the VM Hub admin menu ( not the Connect app ) make sure :

    1) Wireless Pausing is Disabled
    2) MAC Address Filtering is Disabled. 
    3) The VM Hub is using Wi-Fi Channel 1 or 6 or 11 on the 2.4GHz band.

    • Gr8manc's avatar
      Gr8manc
      On our wavelength

      Thanks Client62 - done all those but couldn’t find the Wireless pausing anywhere in the menus. I have a Hub3. Will see if everything else you suggested makes any difference.

  • Client62's avatar
    Client62
    Alessandro Volta

    Hub 3 Disable MAC filtering to re-enable Paused devices

    Login to the Hub's menus at http://192.168.0.1

    1) Advanced settings >>> Wireless >>> Security

       1.1) then set Wireless MAC Filtering to Disabled    ( This is Wi-Fi Pausing in the Connect app )

       1.2) "Apply changes"
     
    2) Advanced settings >>> Security >>> MAC Filtering

        2.1) then delete all entries in the MAC filter list

        2.2) Enable Always on

       2.3) "Apply changes"

  • Gr8manc's avatar
    Gr8manc
    On our wavelength

    Despite the changes the issue remains. Looks like it’s going to take a phone call and demand for an engineer to sort, if there’s such a thing as an engineer anymore as VM certainly don’t like sending any out

    • Alex_RM's avatar
      Alex_RM
      Forum Team

      Sorry to hear you're still having some connection issues Gr8manc,

      Can you confirm if there are any problems with a wired connection? 

      Does disconnecting some of the wireless devices help?

      Alex_Rm

      • Gr8manc's avatar
        Gr8manc
        On our wavelength

        Hi Alex

        wired connections seem fine. Number of devices connected doesn’t seem to make a difference either. Raised a complaint but the answer back was to contact call centre or live chat, does nobody read what the issue is??? Very frustrating 

  • Gr8manc's avatar
    Gr8manc
    On our wavelength

    Well after finally getting an engineer visit he reckoned Hub was faulty and no amount of fiddling would fix it so he replaced it. Been over 2 weeks now with new Hub and no problem since! Not the first time my issues have been resolved with a new Hub, they don’t seem to last more than a few years before glitching.

    • Zach_R's avatar
      Zach_R
      Forum Team

      Hi Gr8manc,

      Thanks for the update on this. I'm glad to hear that your issues are now resolved following a replacement of the equipment.

      Please do let us know if there's anything more that we can help you with.

      Thanks,