Menu
Reply
Darke15
  • 2
  • 0
  • 0
Joining in
79 Views
Message 1 of 3
Flag for a moderator

Device connected to wifi but no internet

Hi

Yesterday I received an email from Virgin Media saying they had upgraded my home wifi. This seems to be part of their intelligent wifi package. At the same time, my wifi extender and my phone no longer have internet access: they can connect to the wifi signal but are not connected to the internet.

I have run Virgin Media's various network diagnostic programmes which do not identify any issued. I tried calling Virgin Media, but their phone line disconnects when I say I have a broadband issue. I have restarted the hub (Hub 3) several times. Having read some of the posts here, I have also disabled channel optimisation under Smart wifi in the hub's settings and restarted. 

My devices still do not connect. Anyone able to help?

Thanks

0 Kudos
Reply
jbrennand
  • 20.48K
  • 2.18K
  • 3.61K
Very Insightful Person
Very Insightful Person
53 Views
Message 2 of 3
Flag for a moderator

Re: Device connected to wifi but no internet

Try a Hub reset first.

Note that a pinhole reset on a Hub3 can be a bit problematic - so do it (again) EXACTLY this way (not as the VM website says!).

Firstly, make sure the Hub's sticker/card with the two passwords on it is still there and legible or you will be stuffed ! If its not – DON’T DO IT !

With the Hub switched "on", disconnect any ethernet connections and then push in the “reset pin” with the end of a paperclip/thin nail/SIM tray “tool” or similar (bigger items like ball point pen ends may not press it in far enough) until you feel it at the “stop point” and hold it there firmly for a "timed" minimum of 60 seconds do NOT manually restart the Hub at any time. Leave it 10' or so to stabilise and then your passwords/passphrase for both the Hub settings and the Wifi networks will revert to the two printed on the Hub sticker on its base/side/card. Make sure you use the wifi one for devices connecting to the wifi and the settings/admin one to access the Hub (it is a six digit numeric one).

You may want to switch off channel optimisation again and rename the SSID's to "separate" the two bands.


See if that sorts it, if it doesn't - call it in as faulty (08.00 is the best time)


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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
0 Kudos
Reply
Darke15
  • 2
  • 0
  • 0
Joining in
32 Views
Message 3 of 3
Flag for a moderator

Re: Device connected to wifi but no internet

Thanks jbrennand. 

The issue seems to have resolved itself mysteriously - perhaps disabling smart wifi needed a bit longer to work. I'll try the pin reset if the problem recurs.

Cheers 

0 Kudos
Reply