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Bad Wifi signal

KMC1207
Joining in

I have been with Virgin Media/NTL for over 25 years.  Our broadband/wifi signal has always been excellent until last year when I upgraded to Volt and received the Hub3.  The wifi signal is now very poor around the whole house, even within 6ft of the router and using a pod.  When most of us are out of the house the signal even struggles to keep the Alexa connected.  When everyone is at home the signal is extremely bad, my son keeps getting kicked off games on the playstation and he needs to reset the router every day in order to play.  I have telephoned support on numerous occasions and keep getting the same answer that everything looks fine after running several tests and they wont send an engineer out to help.  For the amount of money we are paying this service isn’t good enough and I am now thinking of leaving and switching over to BT.  Could this problem be anything to do with our old cabling or connection outside of the house? Or could it be a bad Hub? Help!!!

8 REPLIES 8

jbrennand
Very Insightful Person
Very Insightful Person

First thing is...

Can we check… are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

There are things you can do to improve a Hub3 wifi (if that is the issue) ... see this...

To address the wifi issues, VM now supply “wifi Pods” (no longer doing cheap and cheerless and poor value “boosters”). However, their Pods are only free to customers on the 1GB, Volt (or old Ultimate Oomph) packages - is that you? If so they are worth trying - they should work for you. VM Wifi is now “guaranteed” to 20 Mbps/room it’s now called… Wifi Max
See if anything in here helps….

https://www.virginmedia.com/help/wifi-max

You call 0800 064 3850 to order the first one after scanning for blackspots using the connect App.- or just wait here for a VM person to respond in a day or two and they will sort the first one for you. If you do call dont get fobbed off by the offshore CS agents' saying you aren’t eligible it will be £5 or £8 month - you are… and it wont be - just look on the webpage.

If not free to you… you will be charged £8/month (note - BT charge £10/mo for their whole home wifi solution). It’s a simple solution and should work for you. However, you would soon pay off that cost by buying your own wireless solution that will be yours to own and use forever, although the VM Pods should be a simpler option.

If you do want to invest in better equipment, you would need to get either a… (1) Mesh System, (2) Wireless router, (3) Wireless access point (4) A combination of (2,3).

£30-100 (that’s ~4->12 months of Max Pod rental) should sort it for most customers with an average property and usage.


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Client62
Legend

The wifi signal is now very poor around the whole house, even within 6ft of the router and using a pod.
At 6ft from our Hub 3 there is a very strong & perfectly stable WiFi signal on both 2.4 & 5GHz bands.
Make quite sure that your WiFi device is connected to the Hub 3 & not to a more distant Pod.

 

Nathan_B
Forum Team
Forum Team

Hi there @KMC1207 👋 Welcome to our forum and thanks for your post 😊

Sorry to see you're having issues with your WIFI signal, I can certainly understand the frustration, especially with online gaming 😔

I've checked our system for you and it does look like there are a few issues cropping up that will benefit from some further investigation. I'll send you a PM to confirm your details so this can be done.

Regards

Nathan

The do's and don'ts. Keep the community welcoming for all. Follow the house rules


Nathan_B
Forum Team
Forum Team

Thanks for chatting with me via PM @KMC1207 😊 I'm glad I've managed to arrange help for this issue you're experiencing.

You can view this appointment via your online account here. If you need this changed, you can do this up to 24 hours before the appointment. Someone over the age of 18 will need to be in the property when the engineer is present.

Let us know how you get on with this, we're always happy to help if needed.

Regards

Nathan

The do's and don'ts. Keep the community welcoming for all. Follow the house rules


Thanks for arranging an engineer to visit, some cables were replaced and the power levels were restored.  We were asked to monitor things for a week which we have done but the wifi is still awful, in fact its probably worse.  My son is now connecting to playstation via a hotspot on his mobile phone.  I have this morning logged into the router and run the diagnostic check and it has shown problems with the telephone service and wifi connections.  Can you please arrange for the engineers to re-visit to put right these wifi problems, the connection has always been excellent but since replacing the hub2 with the hub3 it is very bad. I am not going to keep paying for a service that we haven't got.

Many thanks 

Hello KMC1207.

Sorry the issues with WIFI are no better after the visit.

As before I will need to arrange a Technicians visit for you.

This time with it being a repeat fault , it will be assigned to a Senior Engineer.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
Would you be able to let us know how the visit goes please.

Gareth_L

 

Hi Gareth

Your senior engineer came last Wednesday as arranged.  He replaced the socket on the wall inside as it wasn't working properly as well as the brown box outside.  He also replaced the Hub3.  Our wifi problems have now finally been resolved so I'm so glad I persevered, in fact it's the best its ever been.  The engineer was adament that the Playstation didn't need to be wired and he was right my son has had no connection problems via wifi since his visit.

Many thanks

 

Thanks for coming back to us KMC1207, I'm very glad to hear that your issues have now finally been resolved and that its better than ever 😁

I will be sure to pass on your feedback to the engineers that attended.

Kind Regards,

Steven_L