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Hub 4 wi-fi disconnecting constantly

Kumata
Tuning in

I got a new hub 4 and set it up yesterday, all done according to instructions but the wi-fi keeps intermettently dropping out, it will be fine for a while then I'll get a period where it disconnects every 30 seconds or so. incredibly annoying and as far as I can tell no pattern to when it does/doesn't do it. I know it's not an issue with my broadband as my old router didn't have this problem, it's only been since I set up the new hub!

any idea what would be causing this and a potential fix please? I have tried turning off/on again several times, checkec cables etc. the light on top of the hub stays solid white while these issues are going on, none of the red or flashing fault lights the instructions say should appear.

4 REPLIES 4

jbrennand
Very Insightful Person
Very Insightful Person

See this old post from me

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To address the wifi issues, VM now supply “wifi Pods” (no longer doing cheap and cheerless and poor value “boosters”). However, their Pods are only free to customers on the 1GB, Volt (or old Ultimate Oomph) packages - is that you? If so they are worth trying - they should work for you. VM Wifi is now “guaranteed” to 30 Mbps/room it’s now called… Wifi Max
See if anything in here helps….

https://www.virginmedia.com/wifi-max

You call 0800 064 3850 to order the first one after scanning for blackspots using the connect App.- or just wait here for a VM person to respond in a day or two and they will sort the first one for you. If you do call dont get fobbed off by the offshore CS agents' saying you aren’t eligible - if you are - it is clearly stated on the webpage.

If not free to you… you will be charged £8/month for up to 3 pods. It’s a simple solution and should work for you. However, you would soon pay off that cost by buying your own wireless solution that will be yours to own and use forever, although the VM Pods should be a simpler option.

If you do want to invest in better equipment, you would need to get either a… (1) Mesh System, (2) Wireless router, (3) Wireless access point(s), (4) a pair of good quality Wifi Powerline Adaptors, or a combination of (2&3).

£40-100 (that’s ~4->12 months of Max Pod rental) should sort it for most customers with an average property and usage. Spend more for additional advanced“features” - if required.

See the post from “newapollo” in this thread for a guide to scanning and ordering Pods….
https://community.virginmedia.com/t5/Networking-and-WiFi/Impossible-to-request-a-POD-via-VM-Connect/...

 


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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.

legacy1
Alessandro Volta

wifi sucks from VM

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jbrennand
Very Insightful Person
Very Insightful Person

@Number-6 wrote:

More information needed.


Lights all normal on the Hub, but more data is always good to have so worth looking - so @Kumata see this...

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Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality


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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.

Thank you, I did find another post in the interim that advised going into the router settings and switching from auto to manual and selecting channels for 2.4ghz and 5ghz. Was out yesterday so not had much use of the wi-fi since doing that, so hesitant to call it solved but as of yet the issue has not arisen again. Will see how it goes throughut the day.

To answer your question @number-6 I got an email from VM offering to supply the hub 4 for free, I wonder if this was by way of apology after they basically locked me into a new contract without my consent, been complaining to them about this but all falling on deaf ears. So I am bit resentful that I am now having to carry out tech support on an item they supplied that is supposed to be an improvement on my previous, 10+ year old router on which as I mentioned before I have not been having problems.

Appreciate the help, will not phone VM customer support as they are useless and waste of money so glad to get human replies here.