If it’s in another room presumably there’s a wall between them?
This is an obstruction/interference.
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Try the Service Status number 0800 561 0061. This often gives details of localised issues down to postcode level.
You should also sign into Check Service status at the top of this page
It shows any other known local faults, but more importantly you can also run a test against the hub. By doing this VM should be able to try and connect to your box and determine what the problem is. Sometimes this results in them sending out a replacement and/or engineer, which saves a phone call.
You could do a search for an app such as wifi analyzer which tells you the strength of the channel you are connected on, and also shows other channels so you can decide if you want to change the channel number on your hub
Open a browser and log into your hub 192.168.0.1 - then navigate to Advanced Settings > Wireless > Wireless Signal > click on Disable Channel Optimization and then beneath both the 5Ghz and 2.4GHz sections click on the manual button, and in the drop down box click on the channel number you want to change it to, then scroll down and click on Apply Changes
Have you also tried splitting the 2.4GHz and the 5GHz signals? 2.4GHz is a stronger signal but slower than 5GHz so if you have problems on 5GHz change to 2.4GHz.
Open a browser and log into your hub 192.168.0.1 - then navigate to the following settings so you can differentiate between the signals.
Advanced Settings > Wireless Signal > click on Disable Channel Optimization then scroll down and click on Apply Changes.
Now go to Advanced Settings > Wireless > Security > Add a 5 to the 5 GHz Channel name and click on Apply Changes.
You can leave the passwords the same as they are. Then log out of the hub at the top of the page
You will need to reconnect all you Wi-Fi devices some will want to connect to 5Ghz and some to 2.4GHz and some will connect to either.
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali
Thank you for your post and welcome to our community forums. We're here to help.
I am really sorry to hear that you're having some issues with your connection, which from what you've explained seems to be affecting the reach and strength of your wireless/Wi-Fi signal.
Is this issue ongoing for you today? If so, have you checked our Service Status page to see if there are any known area impacting faults that may be causing this problem? Can you also confirm what other diagnostics and troubleshooting you've carried out thus far to try and remedy this? I can see that @newapollo has provided some suggestions in their response.