Broadband disconnecting

[Simon22598]

Hi I have a continuing problem with the WiFi disconnecting daily, at least once or twice every day it cuts off for a few seconds, interrupting my laptop which then reconnects after two or three minutes. I reported this a few months ago and the engineer visited, checked on a cabinet outside and made some adjustments to the WiFi band power saying it was tripping out. No real improvement. It is very frustrating and not happened before with other providers. Unsure if the Hub 3 is faulty or a problem elsewhere. 

[jbrennand]

See this
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Firstly... 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?

What are the various Hub lights showing/doing when this happens if a Hub3 is the base light a steady white(ish) or flashing green?

[Simon22598]

Hi John 

Thanks for your reply. It is just WiFi connected devices, two laptops, printer, iPhone etc. I’m not near the hub when it occurs, usually working upstairs, then suddenly notice the connection has gone. After 30 seconds all devices automatically reconnect. The engineer did come out in August and checked things, some theory the WiFi was “surging” and making the hub cut out. 

[jbrennand]

See this
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If iit is a wifi only issue (ethernet connections are ok- you should check!()), if it is - then on a Hub3/4/5, you could first try separating the SSID's of the 2.4 and 5 GHz wifi bands by renaming them in the settings At the same time switch off "channel optimisation/Smart wifi” and “ apply and save the settings. All wifi devices will now need reconnecting to the best SSID at each location. Also use a wifi scanning App to find the best wifi channels to use (just select and use channels 1,6,11 on 2.4GHz) - this often helps Hub users get better wifi performance - but its still no substitute for getting better kit 🙂

To address the wifi issues, VM now supply “wifi Pods” (no longer doing cheap and cheerless “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. Wifi is now “guaranteed” and it’s now called… Wifi Max see…….

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

You can call  0800 064 3850 to order the first one - or follow instructions on that website - 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 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.

[Simon22598]

Thanks for your suggestions, I would rather it worked than pay for boosters or adjust frequency settings. It just went off again now, always appears to be late mornings. Doesn’t make any difference if connected by cable or WiFi. I’m convinced it’s a problem with the cabinet nearby or a system issue, probably require an engineer visit if that’s possible. They only way is through this forum which seemed to work before. 

[Gareth_L]

Hello Simon22598.

Thanks for your post. 
Sorry to hear about the issue with your connection dropping out.
I can look into this for you as I am 99% sure we need an engineers visit.
If you don't mind, I will need to send you a private message to pass security. 
If you can check the purple envelope top right of your screen that would be great. 
Regards     
Gareth_L