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Hub 4 recommendations please

DoubtLess2022
On our wavelength

Hello.

I have a 1Gbps package and am very happy with the upload download speeds, and the wifi speeds.  There is ample capacity for the whole family.

Two bedrooms have worse wifi speeds, but still good enough and generally speeds are healthy speeds across the house. The main issue is wifi dropping out. 

I have got a VM white wifi pod, but actually the wifi seems more fragile now and can now drop out several times a day. Going in to the VM Connect app can often cause drop outs for everyone.  When the wifi goes, it goes for everyone for a few minutes, even if you're sat next to the hub.  Ethernet connected devices do not drop out at this time.

Conversely, there are daily disconnections from an ethernet connected playstation - only momentarily but enough to throw you from a game.  (Wifi is unaffected at this time).  

I've tried VM tech support and they suggested moving my hub to a more central location and rebooting it daily.  i.e they've not helped and they haven't listened to me - specifically, the connections are mostly great, but are unstable. Is there any point pursuing this with their tech team or just accept that it's really flaky unless I buy a separate router?

Can anyone please advise if a Hub 5 would help - (is there even any prospect of getting one?).  Alternatively, which routers and mesh systems are recommended for running the hub in modem-mode?

Thanks everyone.

37 REPLIES 37

legacy1
Alessandro Volta

The problem is router mode a new hub 4 will not fix your problem.

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It sounds like the Hub's WiFi is turning off / resetting - so a new Hub will resolve this issue if the reset doesn't, it has nothing to do with router mode (Otherwise loads of people would be complaining).

If you have nothing sensible to offer, don't offer anything

I do not work for VM. Qualified IT Technician. Virgin Volt Bundle - 1Gig, Hub 5 Modem Mode & ASUS GT-AXE16000, 2x Tivo V6's. VM customer for over 6 years.

Glad we could help - if you need anything else, don't hesitate to ask 🙂

I do not work for VM. Qualified IT Technician. Virgin Volt Bundle - 1Gig, Hub 5 Modem Mode & ASUS GT-AXE16000, 2x Tivo V6's. VM customer for over 6 years.

DoubtLess2022
On our wavelength

Just as an update, the wifi was particularly problematic today with frequent disconnections.  I phoned VM Support and unfortunately it feels like there is no continuity of support from my recent call - it's as though I am explaining a new issue. I said that following the last call, I'd been asked to do a router reset (I did a 60sec pin reset), but the issues were continuing and this was supposed to be the trigger for an engineer visit.  In fairness, I am perfectly able to connect up a replacement hub, but of course if VM want to send an engineer, that is their prerogative.

The VM support technician said there was a fault in the local area.  That may be, but I explained I'd not seen any WAN today issues and reminded the technician my issue is wifi based. Furthermore, the ethernet connected devices were not affected when the wifi dropped out today.  He tested my line (which coincides with the red line on the BQM) and said there were issues which needed monitoring:

DoubtLess2022_0-1702241598116.png

Rather than continuing to monitor my line, which I know is good, I asked if he could please just escalate the issue of the router replacement. I am told I will get a call back within 24h. Sadly, this has gone on for rather too long, but it is a shame that the technical team are not empowered to book out a replacement hub.

My main concern now is that all devices in the house are connected to the 2.4Ghz network, even though the hub shows the 5Ghz is active, (same SSIDs, auto-config enabled), so everything is running at a snails pace compared to normal.  At this preceise minute, the Virgin TV box is now saying not connected to the Wifi network <sigh> Time for another hub reboot.... 🙂

 

jbrennand
Very Insightful Person
Very Insightful Person

A VM Person should respond here tomorrow.


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John
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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 & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Hi DoubtLess2022, 

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've been having continued issues with your WiFi connection. Taking a look at things this end, I can see all signal and power levels are optimal, there are no resets on the hub itself and there is nothing currently open in the area. I can see there is an open work order to show we're monitoring things and this isn't set to be closed until later on today. 

For now, we wouldn't be able to issue a replacement hub as the engineer has noted that there is no fault with this. 

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. I know you have already had a WiFi pod and found this made the connection worse but if you can plug this back in and reconnect it, we can then run further checks to see if a 2nd pod is required. Other than this, there isn't much else we can do I'm afraid. 

The other option is to follow the advice in the Community and invest in your own router/mesh system. We're not able to make any recommendations on this but the Community can certainly offer help on that. 

Keep us posted on if you want to try the pods again. 

Thanks, 

Kath_F
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


legacy1
Alessandro Volta

@Kath_F wrote:

We're sorry to hear you've been having continued issues with your WiFi connection. Taking a look at things this end, I can see all signal and power levels are optimal, there are no resets on the hub itself and there is nothing currently open in the area. I can see there is an open work order to show we're monitoring things and this isn't set to be closed until later on today. 


and whats it got to do with bad wifi?

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Hi Kath_F,

Thanks for your reply and suggestions.  I don't expect you to review the previous posts and phone calls as they are quite extensive.  The advice you have given is of course relevant in the general sense, but my configuration / room set up hasn't altered but the issue has appeared and is deteriorating.  There are no sources of interference near the router and the router is in the open. My neighbour hasn't changed their networking configuration. As I've said before, I can be in the same room as the hub with line of sight, and the wifi drops off for all devices, (LAN connection continues fine). The white light on the hub stays on and it looks like it is fine.  Shortly after the wifi will come back on.  I can see this happening on the network logs on my phone. 

Please can you point me to logs in the VM router that show if the wifi has dropped any connections which your engineer has examined? My router doesn't reboot unless I manually do it to try and get services back on line - like last night when the TV box and the 5Ghz went missing.  

Historically the hub used to be fine, recently the wifi has become very unreliable, although the speed (except for some of the furthest bedrooms is good).  

I absolutely agree that a third party mesh would be the best option for super wifi throughout the house as advised by fellow forum members.  This doesn't mean that VM should avoid their responsibility to provide a router which does not drop users as frequently as mine is.  At the moment, I feel it is falling below the reasonable expectation of stability and is not fit for purpose. I've tried the WifiPod and VM Connect App, and as mentioned before, it appears to exacerbate the instability on the wifi network.

Many thanks

Sorry to hear this as we don't guarantee a fault free service we would expect the odd drop out no matter where you are.

Can you please post your BQM here for us Thank you 

Matt - Forum Team


New around here?

legacy1
Alessandro Volta

BQM is fine its wifi which VM don't support because not all hub have good wifi and VM will not replace the hub because of it. 

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