HELP not getting WiFi upstairs

[dianetaylor807]

For the past few days I have been struggling with my WiFi and sick to death of resetting it now I'm losing connection with my alarm system/ ring doorbell and cctv and buffers upstairs on net. But been told my incoming WiFi is fine, so get fobbed off by virgin team anyone have any suggestions would be greatly appreciated.

I live in a 3 storey house and working from home when I can get WiFi that is. 

Please help Diane x 

[jbrennand]

What Hub model is it and what package are you on ?

Is this a long standing problem or has it just started.

Also, are your 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 on one to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

[Tudor]

"incoming WiFi is fine", no such thing. Do you mean your broadband connection? Is the problem only associated with WiFi devices? Are Ethernet cable connected devices ok? VM supply you with a broadband connection and a simple WiFi device, that is adequate for some people, but if you have an old or large home you need extra devices to cover the whole home. VM have very little control over the WiFi in your home due to many external influences. 

[Cardiffman282]

Given the type of devices mentioned I suspect the advice here will be relevant https://community.virginmedia.com/t5/Forum-Archive/Disable-Smart-Wifi/m-p/5116159#M3153228

[Kath_P]

Hi Diane, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you are having issues with your broadband connection. 😔 Our diagnostics on your home network and Hub have not found any issues that could account for the issues you've mentioned. We've run a check on the overall area and there are no open faults which could be affecting you either. 

This means the issue is likely due to WiFi interference. There are so many things that can influence a WiFi connection some of which include but are not limited to, a fish tank being in the same room, walls being built with concrete instead of brick, it could even be that your next door neighbours router is interfering with yours. Due to this, we are only able to offer limited help. Please have a look here.

The Hub's location could also be causing the coverage problem so we do need to check the positioning of it. Can you please ensure the following: 

• > Out in the open
• > Next to the TV not behind it
• > Away from large bodies of water (e.g. fish tanks)
• > Away from baby monitors and cordless phones
• > Away from microwaves

Think of the Hub as a radio, and WiFi as the sound - the further away you are from the radio, or the more obstacles that are in the way (walls, electronic devices etc.), the quieter the radio & the poorer the WiFi. 

If that doesn't help, you can download our Connect App which will allow you to scan areas of your home and will offer help. If a WiFi Pod will help, the app will give you the option of adding this. You can view more information on that here.

If after going through the self-checks, you still need some help, feel free to pop back to us here and we can help further. 

Thanks,