Hub 5 and Samsung pad

[Vernh]

Hi, recently upgraded to 1TB broadband and was sent a new hub 5.  All the devices in the home (Apple & android) seem to be working ok via wifi but for my Samsung Galaxy Tab A 2016 model.  It won't connect to the internet even though it shows connected by wifi, it hangs and then fails with various messages.  I see from various posts on this forum it's an on-going issue that would still seem to be unresolved.  The pad worked on our previous hub (3?) and since experiencing this problem I have used it on another Virgin broadband network with another type of hub successfully, so I know it's not the devise.   So, apart from buying a new pad (which one will work?) or a wifi boost? which I shouldn't need because all other devises seem to be working, what would the Virgin media team/community suggest?

[Martin_N]

Hi Vernh,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the issue with your tablet. 

Can you confirm the tablet has the latest update?

Also can you confirm the Operating system it is currently on?

Can you also confirm the specific error messages you're getting?

^Martin

[Vernh]

Hi, the Samsung Galaxy Tab A 2016 running Android 8.1.0, Samsung experience version 9.5, it has auto update on but last update seems to be April 2020.  No messages other when a site can't be reached such as the short cut for the user manual or a very long delay as trying to connect to the Virginmedia home page.  I have just attempted to Facebook and the page has not loaded but connected very slowly after refreshing the page.

regards

Vern

[Ashleigh_C]

Thank you @Vernh

I'm so sorry to hear that this has happened! 

Just to make sure, is the device now connected but loading slowly? 

Thanks again. 

[Vernh]

Hi, yes the pad wifi is showing connected but it loads very slowly or not at all.  Clicking on links in emails are the same.

regards

[Jodi_S]

Thanks for the update Vernh,

We have checked and the issue with the Samsung Galaxy A tab and this issue seems to have been resolved in July, so there should be no problem with this device connecting to your hub 5.

Have things improved since your last post or is it still struggling to connect and load?

Kind regards Jodi. 

[Vernh]

Hi, seems to work sometimes in that the other evening I was able to access Facebook and read the posts but not access any reels.  I read the email notification for your response just now but it stalled when I attempted to connect via the link.  I am replying using the home computer which is hard wired. Is there any setting in the pad I need to check?  I am running Mcafee virus protection on the pad.

regards

[Chris_W1]

Hi Vernh, thanks for the message. 

Thanks for the message and sorry to hear that you are having issues with the Samsung pad and Hub 5. 

Can you confirm if this is still an issue since posting? 

Can you confirm if the tablet is running the latest update?

Kind regards, Chris. 

[Vernh]

Hi, still loading very slowly.  Just went on to Facebook and it took at least 30 seconds to load the header. Even as I write this reply only the first 3 posts were loaded after minutes.  I have just selected share on a post and only got drop down box populated after 30 seconds.  I am using Samsung internet app.  Loading via firefox is equally slow.  According to Play store I have the latest version update 1 Nov 2022 for Samsung.  Is there anything else I should be checking?  I know it's not the pad as it loaded and worked perfectly through a wifi hot spot on my Samsung phone on Sunday and a couple of weekends ago I used it on another Virgin user's wifi who has an earlier version Hub.

regards

[Chris_W1]

Hi Vernh, thanks for the message and welcome back to the forums. 

Can you clear the cache and cookies, confirm if this is the only device affected, do alternative browsers help at all and does this happen at a particular time of the day?

Kind regards, Chris.