Hub 4 not working with Toshiba Fire TV

[Jufc84]

Hello,

We previously had Hub 3 with no issues connecting to our Fire TV. However, due to problems with the signal dropping off, we were told we’d need a new Hub and was consequently sent Hub 4. Since receiving this we’ve had multiple issues with our connection dropping off and the signal strength fluctuating - the most frustratingly though is the fact that our Toshiba Fire TV keeps disconnecting from the network for no reason, and the only way to restore the connection is to restart the TV.

The connection can be stable anywhere from 5 minutes to an hour or so, there doesn’t seem to be any pattern to it disconnecting. This doesn’t appear to be affecting any other devices on the network, including fire sticks, iPhones, and laptops.

Help Please!! L!

[Jufc84]

Can anyone help? We’ve replaced the TV and still have the same issue!

[jbrennand]

To make the TV connection rock steady, connect it to the Hub by a Cat6a ethernet  cable and not on wifi.

If that (best solution) is not feasible you will need to improve the wifi signal you are getting at its location (search here - or I can advise).  Or modify some of the wireless settings in the Hub5's settings (someone else can comment on that here).

[Jufc84]

Thank you for you’re reply! Unfortunately, Ethernet is not feasible and whilst I appreciate the workaround, the device is capable of maintaining a strong connection via Wi-Fi and this is how we intend to use it.

I should have provided more context apologies. The Wi-Fi signal itself is fine, we have many devices connected some much further away with no issue at all. I should also add that we previously had the Hub 3 running and connected to the Toshiba Fire TV on Wi-Fi via that without a problem. We received Hub 4 maybe two weeks ago and have us multiple issues, this being the latest one.

The TV connects to the network to Hub 4, after about five / ten minutes of working fine, it loses the connection. The only way to get the connection back is to restart the TV, and then the same thing happens again. As mentioned we initially thought it was a problem with the TV so had this replaced but lo and behold the problem still exists… Getting really frustrated with Hub 4 to be honest and when I contact VM the trouble shooting over the phone is equally as frustrating - upgrade package, reset TV, reset router etc…

[jbrennand · Accepted solution]

Do you know whether it is using the 2.4 or 5 GHz frequency?

What you have said sounds to me like its flipping between the two - or different channels on 1 band - this is what "smart wifi" is meant to do.   However there are lots of reports where devices dont like the way that VM have implemented that firmware on their Hubs - maybe trying to connect to other SSID's from neighbours and so dropping out.  Switching that off in the Hub settings often cures that so would be worth trying that first - it may be labelled as "smart wifi" and or "channel optimisation" - not sure what the wording is on the Hub4 (it does differ I think).   Note - any Pods you may have will not work on that configuration.

You should also use a wifi analyser App (or Airport Utility on iOS) to check which of the 2.4 channels are being heavily used around you and select your channel to be fixed on one of numbers... 1,6,11... that is least in use at that location.  Note - I can detect >30 SSID's from our neighbours some are quite "strong" too 😡

There are reports that the settings sometimes spontaneously revert back to being "active" after an update or restart.

Seems to be one of the "features" of Hub4/5's - TBH the only guaranteed solution I can offer is to get your own equipment with more control

[Jufc84]

Thank you so much! Disabling the Optimisation seems to have fixed the problem. Unbelieveable.

[jbrennand]

HTH.. Keep your eye on whether it "reverts" back.. as I said, users say it is prone to do so.