Forum Discussion

NikMark's avatar
NikMark
Joining in
2 months ago

WiFi with Mobile Devices

I’ve noticed a few threads with issues around WiFi connecting to IPhones.

I've been experiencing the same issues, however, my wife is on Android and having the same issue.

We consistently have drop out on wifi with various apps buffering for ages. However, our Amazon fire stick seems to work okay.

I’ve had two engineers out who can’t find any issues and even replaced the hub 5. It appears to work periodically, but will just stop and drop out frequently.

I’m at my wits end as can’t find anything to resolve the issue. The last online chat resulted in Virgin sending us a WiFi booster, which I’ll try this weekend.

As a last resort does anyone have any suggestions? We’ve had no issues for over a year, but something must have changed in the last 6 months as it’s complete hell now.

Hub5
Network
WIFI

7 Replies

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  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    31 days ago

    Try logging into the Hub's settings and disable, "Smart/intelligent Wifi",  save and restart - and see if that helps first

  • Client62's avatar
    Client62
    Alessandro Volta
    31 days ago

    Settings to discourage mobiles from dropping Wi-Fi
    and reverting to the GSM mobile data.

    For iPhones...

    Disable "Wi-Fi Assist"    Ref:https://support.apple.com/en-us/102228

    For Android phones...

    Disable "Switch to mobile data"

    Settings >> Connections >> Wi-Fi >> ... ( 3 dot menu ) >> "Switch to mobile data"  ( set to OFF )

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      29 days ago

      Hello NikMark,

      Welcome to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your connection at the moment. 

      Have you been able to get the issues resolved with the help from the community members?

      Kind Regards,

      Steven_L

  • NikMark's avatar
    NikMark
    Joining in
    21 days ago

    Unfortunately not, we’ve raised another support request and were told to try a WiFi pod, which we now have; however, the signal strength isn’t the issue and hasn’t resolved the problem.

    My iPhone has improved since disabling WiFi assist; however, my wife’s Samsung hasn’t changed since changing this on her device. She gets persistent buffering and websites not loading. 

    Our ring doorbell also will not connect and I’ve tried that multiple times since the new Hub was installed. 

    Our contract ends with Virgin early June so we’ve resigned ourselves to leaving as it shouldn’t be this difficult to get the service we pay for. Having one of the engineers tell us that the Hub5 shouldn’t be an issue as they’re used in stately homes doesn’t help!! If that is the case it shouldn’t be an issue getting it to work in our house then.

    I’m happy to try any other ideas, even a new Hub5 as this one seems worse than the first one we had.

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

      Get a Wifi scanner on the Google Play Store and scan your property.  It could be there are other Wifi nodes and your Wifi is bounding around to avoid these, hence the disconnects.

      Also check the Hub 5 is set to "legacy mode" as this may help as below;

      Access your Hub by navigating to 192.168.0.1
      Login with the default login info (on base of Hub) unless you've already updated it.
      Go to Advanced Settings > Wireless > Wireless signal
      In the Wireless frequency 2.4GHz select Wireless mode > 802.11b/g/n/ax mixed
      Select Apply changes

      As for the Ring doorbell, it may not like the Wifi 6, Single SSID that the Hub presents.  Other users have had success adding a this legacy access point near the doorbell.  https://www.argos.co.uk/product/8881166

    • Vikki_M's avatar
      Vikki_M
      Icon for Forum Team rankForum Team
      19 days ago

      Hi NikMark,

      We're sorry to hear you're still having some connection issues. 

      We have a download speed guarantee, and this will show the minimum speed that we would expect for all our packages. You can take a look at that here: https://virg.in/speedsexplained
      If it's just the WiFi and all things are looking good over a wired connection, we have some helpful pages to get the best from your WiFi. We recommend starting here: https://virg.in/wifisos

      You can also have up to 3 WiFi pods if required, there is more information on our WiFi max here 

      Please pop back to us when you can. 
       
       

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    21 days ago

    Just move into a stately home then. Sorted!