Forum Discussion

Dchurch's avatar
Dchurch
Tuning in
2 years ago
Solved

Hive hub 360 not picking up virgin wifi and therefore not working

I have a virgin hub 6. When trying to set up my hive 360 hub, it won't show my virgin Internet as an option in the list. 

  • jbrennand's avatar
    jbrennand
    2 years ago

    As stated.... this is a common issue on the Hive 360 - and because they took the step of removing its ethernet port (for some unknown reason!) then you cant permanently solve it properly by connecting it directly to the VM Hub by ethernet cable.  So you are reliant on the wifi in the Hub5 to do the heavy lifting.  This forum has multiple threads on similar issues in connecting 2.4 GHz only devices which dont connect correctly with VM's "smart wifi" being enabled - which combines the 2.4 and 5 GHz channels together on one SSID.

    So if Client62's "fix" hasnt worked you need to try switching it off permanently as per an old thread below.  Try it and report back if the issue persists.

    Its not clear if VM will "fix" this issue in the future if not your best option will be to ditch VM wifi completely and get your own router and wireless equipment to free you of these issues.

    ____________________________

    Go into the Hub’s settings. Type in  http://192.168.0.1  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 the“Smart Wifi” box and save settings.  May be different pathways and wording on the 3 Hub types.   This (message 2) is for a Hub3… https://community.virginmedia.com/t5/Networking-and-WiFi/Hub-3-Wi-Fi-constantly-dropping/td-p/5391375

    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 - Dchurch_2 & Dchurch_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 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 or “specialised” devices can only use this one. 

  • Client62's avatar
    Client62
    Alessandro Volta
    2 years ago

    In the Hub menu

    1) Disable Smart Wi-Fi / Wireless Channel Optimisation

    2) Disable 5GHz Wi-Fi

    3) Now can the Hive be connected ?  ( i.e. when your mobile and Hive are both using the 2.4GHz band )

    4) Re-enable 5GHz Wi-Fi + Smart Wi-Fi

    • Dchurch's avatar
      Dchurch
      Tuning in
      2 years ago

      Thanks. I'll give it a go

      I have a hub 5, not 6. I assume that doesn't make a difference?

  • Molly_T's avatar
    Molly_T
    Forum Team
    2 years ago

    Hi Dchurch 👋 welcome to the community! Thank you for posting!

    Sorry to hear about these difficulties with your device not connecting to the Wi-Fi. There are a couple of reasons this may be the case;

    It may be that the device requires a specific type of Wi-Fi Connection (there are two networks that your Hub transmits Wi-fi data out via, 2.4ghz and 5ghz, and not all devices can connect on both of these! Some require a specific one. If this is the case it will let you know in the instruction manual.)

    Or alternatively it may be that there is a Wi-Fi coverage issue within your home. If this is the case, we would recommend doing a scan via our connect app 👉 https://virg.in/connectapp which will identify any areas with coverage issues and offer support and solutions if needed! It may be that you would benefit more from our Wi-Fi POD's / Intelligent Wi-Fi service. You can read a bit more about this here 👉 Intelligent WiFi | Virgin Media . 
    Let us know if you have been able to try out the advice of other members of the community, or if you think you have identified which of the two scenarios above you may be experiencing, and we can offer further support! Thanks for your patience in the meantime. 🌞

    • Dchurch's avatar
      Dchurch
      Tuning in
      2 years ago

      Hi. The option above didn't work, and it can't be a signal problem as they are in the same room.

       

      What can I do??

      • Joseph_B's avatar
        Joseph_B
        Forum Team (Retired)
        2 years ago

        Hey Dchurch,

        Thanks for getting back to us, I can see that you have multiple threads open, with this we would ask that you only respond via one thread so that we can keep all the information together. If you go back to us there we will continue to help.

        Joe

    • Dchurch's avatar
      Dchurch
      Tuning in
      2 years ago

      I have had enough. My Hive heating system, baby camera and Ring alarm systems are all not connecting to the Virgin WiFi. I have wasted hours of my life on your forums trying to get this fixed, I have changed the router settings, I have tried everything.

      I have a newborn baby, a toddler and a full time job. I am paying you a significant monthly fee and nothing works. I am not prepared to spend one more second of my time trying to fix this. I should be spending time with my family, not endlessley trying to fix your awful sysyem. Either send someone around to find a solution immediately, or tell me how I can cancel my contract so that I can go to another provider.

      Hive and Ring are used by millions of households. How is it possible you have developed something which is incompatable.

      I don't want to hear that someone is going to phone me. I want someone at the house to sort this, or I want to leave. End of story.

      I should add that the worry of not having a functioning heating system or security system is causing me significant stress. I want to hear from you immediately as to how you will fix this.

      • Kath_P's avatar
        Kath_P
        Forum Team
        2 years ago

        Hi Dchurch, 

        Thanks for coming back to us in the Community. We're sorry to hear that further issues have come up. 

        Checking things this end, it looks as though the hub is showing as offline. I can also see there is an area fault affecting you currently. The details of this are below: 

        • ➡ Fault reference number: F011163961
        • ➡ Estimated fix time: 23 JAN 2024 18:00
        • ➡ Description: Status report  ||  You might find that these services are intermittent at the moment: Virgin Fibre and  Voice services. We are sorry and working hard to resolve this for you.

        This is likely why the hub is currently showing as offline. Whilst I don't believe this outage will be the reason you're having the issue, we do need to wait for this to clear before we can run further checks. 

        We're unable to send an engineer for a WiFi issue where the device isn't connecting I'm afraid but we can talk you through a few steps. I think it would be best to completely reset the hub and then start again but I would wait until the outage has cleared. 

        After 6pm this evening, please try the following and let us know how you get on:

        • ➡ Perform a pin hole reset on the hub. Make sure you hold the reset button in for a full 60 seconds to allow the hub to completely reset. 
        • ➡ Once this is done, please follow the steps that were posted by jbrennand which will separate the 2.4Ghz band and 5Ghz band.
        • ➡ This should allow you to connect your hive system to the 2.4Ghz band and therefore work correctly. 

        If it doesn't, please let us know what error message you're getting so we can then investigate this further to provide some further steps. 

        Thanks, 

  • Dchurch's avatar
    Dchurch
    Tuning in
    2 years ago

    Thanks. I will give this a try. FYI I have a hub 5, not 6. Don't know if that makes a difference?

    If it connects once I have disabled smart WiFi, will it all go wrong again once I enable everything again?

  • oliviasmay's avatar
    oliviasmay
    Joining in
    2 years ago

    I spent around 3 hours on the phone trying to solve this exact issue yesterday with a Virgin Hub 3. Virgin tell me it's a Hive issue, Hive tell me it's a Virgin issue, can anyone suggest what to do, I've tried all the steps detailed here and anywhere else I found and nothing is working. Also, despite the ridiculous numbers of complaints online, both companies are surprised when I tell them I'm having problems and tell me that they don't know of any issues!

    • Dchurch's avatar
      Dchurch
      Tuning in
      2 years ago

      I have problems with Hive, Nanit (baby camera), Ring, Tonie box (sons toy)....its never ending. But I guess none of that is down to virgin. All worked fine with BT. No issues. 

      It's not only the fact their system is not compatible, but the fact it takes them over a month to sort it. Every time you contact them you have to answer 6 security questions, despite having given them the same answers 7 days before. 

      I finally had an appointment for them to come and look at it, but they cancelled without telling me. I waited in all day. Have another appointment on Friday, let's see what happens. 

      Awful company and awful product.