on 31-05-2021 12:02
Hi,
I've received a new Dell XPS laptop with an Intel Killer WiFi module (AX1650).
It seems that the virgin hub 3.0 is incompatible with some of the newer features on the wifi module and quite often when I power on the laptop or wake it from sleep, the router seems to be rebooting.
I have an Eero router and Hub 3.0 is in Modem mode.
Eero Router stays up throughout every reboot 10 times out of 10.
Attaching a video link to show precisely what is happening. 3 pings, one to Eero router (192.168.1.1), one to hub (192.168.100.1) and one to internet (8.8.8.8).
From what I understand this issue has been present for quite a while in the virgin hub (on my former laptop I have replaced the wifi module to work around it, this time, the module is bolted onto the board). Is there a permanent fix in firmware in any hub that virgin is offering or any possible solution to the reboots?
Thank you,
Chris
Answered! Go to Answer
04-08-2021 16:05 - edited 04-08-2021 16:07
Not much help to those having issues but I also have a laptop with a Killer WiFi Chip and amn't experiencing any of the issues others are posting. The only difference that I can see is that I have an AX (WiFi 6) router (Asus RT-AX88U) connected to the hub (which is in modem mode). I've also updated to the latest driver version.
I can't remember what's in the driver advanced settings in device manager (not on my own laptop at the moment) but it may be worth disabling 802.11ax mode if possible (i.e. tell it to connect to anything up to 802.11ac). I'll take a look when I'm back home and see if it's possible to do that.
on 04-08-2021 16:06
on 04-08-2021 16:30
on 04-08-2021 16:44
Hi @mrman365,
I'm very sorry to hear that your connection issues have bee ongoing.
Please do let us know if the problems persist following these settings adjustments and we can go from there.
Thanks,
on 04-08-2021 18:11
@paul0363
So far no wifi disconnections. I don't want to talk to soon but I think.... your suggestion may have... worked?!
Will give further updates.
on 05-08-2021 09:07
Sadly I'm still getting disconnections with the outdated Virgin Media hub. 😞
on 05-08-2021 12:01
Hi @mrman365
Sorry to hear you are still getting disconnections, have you set up a BQM to monitor the drops in your connection? https://www.thinkbroadband.com/broadband/monitoring/quality
Please share your BQM graph results on this forum topic so we can see what is happening.
Kind regards,
Serena
on 05-08-2021 13:57
@Serena_C wrote:Sorry to hear you are still getting disconnections, have you set up a BQM to monitor the drops in your connection? https://www.thinkbroadband.com/broadband/monitoring/quality
For a wifi problem that wired is fine?
on 05-08-2021 16:07
on 06-08-2021 07:56
Have just tried my laptop at my friend's house who is with community fibre 1gb and they have a Linksys router and separate fibre modem. No issues.
When im at home, Im having to use my phone's hotspot feature some of the time when I cant wait for my virgin hub to come back up. I don't suffer from this problem on my One plus 6T phone either.
So far its only with a virgin hub.
Killer or Virgin need to do something about the incompatibility of this technology considering its been out for a while now or at least highlight it as a known issue and make their technicians aware so other people aren't unnecessarily having their modems or entire cabling replaced like I and some others went through.
Leaving Virgin at end of the month anyway so putting up with it for now.