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Download problems to mobiles

Joining in

Ever since my broadband was installed downloads to phones connected to it have been painfully slow. I have a 3.0 hub and nominal 200meg connection. I have a Galaxy S10 and my wife uses an iphone 11. They both show excellent test speeds but a whatsapp photo, for examle can take 2 ninutes to download - it was instant when I only had a 10meg service. Utube is almost unusable, but ok away from home.

This may be a phone problem but if so it has happened two both phones starting on the date of installation of the new service which seems to much of a coincidence. Any ideas appreciated.


Very Insightful Person
Very Insightful Person
You may be connecting on the slower 2.4 GHz band - try this....

If you haven't done this already - try it first - it helps sort some Hub3/4/5 wifi issues for some devices.

Go into the Hub’s settings. Type in  into your web browser’s url box and login with settings password on the Hub's base sticker (or your own if you changed it). Then in Advanced>wireless signal >smart wifi - tick the disable “channel optimisation” box or “Smart Wifi” box and save settings.  May be different pathways and wording on the 3 Hub types

Then, go to advanced>wireless signal>security, rename the 2.4 & 5 GHz network ssid's.  Just type over to change 'em to whatever you like and something that will differentiate them (e.g - Billybob_2 & Billybob_5) Try to avoid spaces and periods in the SSID names as they can cause issues with certain devices. Use the same password for simplicity,  Then, apply settings and restart the Hub. 

Your 2 wifi networks/frequecies will now be clearly separated - and you can then select the network you want each device to connect to… individually from the "available networks" list on each of your devices. 

Note all your wifi devices will need re-connecting to the new SSID's and passwords.

All things being equal, 5 GHz is always better/faster and subject to less congestion/interference (and is better for iDevice speeds than the 2.4 one - although the 2.4 one has the better "range" and will be needed when the 5 GHz drops out of range and some older/cheaper/dumber devices can only use this one. 

You should also use a wifi analyser App (or Airport Utility on iOS) to check which 2.4 channels are being heavily used around you and move yours to one of numbers 1,6,11 that is least so, but it wont help if there is other interference.

See if these changes help - you will lose any “seamless roaming” benefits but it may not matter and you can always change the settings back by doing a " pinhole factory reset " if you prefer the way it was - or it doesn’t help.


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. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Hello John. Thank-you for your reply. I left the country the next day so did not get round trying your suggestion.

Unfortunately, I still have the same problems with wifi downloads to my Android and my wife's iPhone. I have tried connecting  2.4 and 5G individually and resetting my network connections - all to no avail. The 5G gets much faster test results but is still useless for downloads. I cannot use the Play Store from home - it just says "pending" forever.

Any more ideas?

Hi mackbr0,

Thanks for the update on this. I'm sorry to hear you're still experiencing some problems with your downloads. I've had a look on our side, and I can see you have spoken to our team regarding this problem, who have been able to assist.

How are things looking? Do you still need any help with this?


Reece - Forum Team

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Hi Reece,

The operator I spoke to suggested resetting my modem but nothing improved. 

Using a friend's broadband I was able to download at normal speeds.

I have tried using an old box to create a separate wifi but the problem persisted.

What next please?

Hi mackbr0,

Thanks for popping back. I've had a look on our end and cannot see any problems identified on your service in regard to speeds - everything is nominal and within specification.

Is it just the two phones experiencing issues? Do you have any 3rd-party equipment connected to your network such as a Router, or Wi-Fi Extender? Do you have any firewalls or safety features enabled? For example, a device anti-virus, or Child Safe on your Hub?


Reece - Forum Team

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Hi Reece,

I do have a TP Link extender but have tried disconnecting it. I also tried creating a wifi extender from an old router. In both tests I could still not download to either phone. My son has also complained about the wifi performance on his iphone and I just fired up an old iphone 5 - same result. 

The firewall but not the fragmented ip packages options are made on the hub. Is it advisable to de-select?


Try the link below, it attempts to test if speed being is lost to the Hub or after the Hub to the device.

The speed to the Hub should reflect the VM subscription rate, the speed to the device depends on its WiFi abilities.


Hey mackbr0, thanks for the new message and for sharing more on this.

Sorry to see your issue with down speeds on the Wi Fi persists, could you please let us know if you've ran the speed test suggested by Client62 above and what were the results, if so?
Also, have you tried accessing your settings and disable the anti-virus and child safe to run a new test and see if the down speeds improve, then add them back on for keeping you safe from threats etc?

If this issue is limited to the wireless part of our service, you may consider adding our Wi Fi Max and get our intelligent pods as seen here.
Let us know if the above helps and how you get on - we're here to help.

Forum Team

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Hi Adri,

Samknows is a very interesting tool. As you would expect the speeds drop the further the phone is from the hub but even at the slowest (30mb) I would expect to be able to download apps from Play. Next to the hub the speeds were faster than in the hub itself (!) but still no downloads.

The articles you have referred me to are all about improving speed but speed does not seem to be the issue - something is blocking the phones even when they show good speeds. As I have mentioned before, the phones work fine connected to other wifi, just not our own.

Do you mean the firewall in the hub? If so, I have tried that too and it made no difference. I'm not sure where child safe is in the settings.

I'm getting a bit fed up with this now....