Connected but no Internet

[TomLawrence]

Hello there newbie here, after some advice as I've emailed virgin about this problem as its been an on going issue and no help/advice has been given, my WiFi says my device is connected but no Internet, this keeps happening on a samsung s21, iPhone 12, iPhone 11, and iPhone 10 (all family mobile devices in home). If anyone knows what to do next as I've done the basic resets numerous times,

Thanks

Tom

[MatthewS1993]

Only thing I can think on trying is to do a 60 second pin hole reset then once it boots back up go to the settings page 192.168.01 and turn smart WiFi off.

[Chris_W1]

HI TomLawrence, thanks for the message and welcome to the forums. Can you confirm if you have done what MatthewS1993 has stated and if anything has changed. Can you confirm if you are getting the same error since posting or has this now managed to become resolved? ^Chris

[TomLawrence]

Hello there I can't figure out how to turn off smart WiFi? Now also the TV in the kitchen disconnects constantly from router, but weirdly enough I turn my hot spot on on my phone which is also with virgin and is spot on never buffers and always clear. Can any technical team do these checks on there side ?

Thanks

Tom

[newapollo]

Hi Tom,

Open a browser and log into your hub 192.168.0.1 - then navigate to the following settings to turn off smart wifi

Advanced Settings > Wireless > Wireless Signal > click on Disable Channel Optimization  at the bottom then  click on Apply Changes. 

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Whilst there it may be an idea to separate the SSID's in your hub to differentiate between 2.4G and 5G and improve the signal.

2.4GHz is a stronger signal but slower than 5GHz so if you have problems on 5GHz change to 2.4GHz.

Now go to Advanced Settings > Wireless > Security > Add a 2 to the end of the 2.4GHz Channel name, then further down 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.

You could also 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

Advanced Settings > Wireless > Wireless Signal >  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.

[Serena_C]

Hi @TomLawrence

Thanks for the update, I'm sorry to hear that your TV is also now disconnecting from the Hub as well. That is not ideal. Have you followed @newapollo 's steps for logging into your Hub to turn off the Smart WiFi? Has this improved things for you?

Kind regards,

Serena