Intermittent network despite strong signal

[craigsaddy]

Hi everyone

I'm no expert in internet networks etc so please bear with me if any of this is simplistic.
I moved to Virgin for my internet in June from Sky because the price I was paying was broadly the same but I knew from past experience that i'd get far superior speeds.

However we are having problems with the Virgin connection just dropping and being somewhat inconsistent. Especially with MS teams calls and on iphones for some reason where the phone will revert to 5g despite being connected to internet. With regards the MS teams calls - this is starting to create a real issue for working from home and isn't really acceptable.

Perhaps worth noting that streaming on Netflix/Disney etc never seems to be affected at all.

I have a Virgin booster that plus into the mains and do not believe signal to be an issue here as when working in my spare bedroom the connection shows full signal.

As I type now I've just done a speed test and have a download speed of 183mbps (though its usually in the 200s) and upload speed of 25 mbps. As a comparison the Sky speed just before I left in June was around 45mbps download and 14mbps upload - but I didn't have any issues at all with Sky when using teams.

If anyone could suggest some possible solutions then that would be very much appreciated please because I can't go on working from home with such inconsistent access - the MS teams issue is really causing me professional problems now.

Thanks

Craig

[jpeg1]

You're probably finding that the Hub has little or no signal directly above. As an experiment try laying it on its side. And try the pod in a different location. 

If you qualify for free pods you can have up to three. 

[Sephiroth]

jpeg1 may have a point there.  It depends on how the antennae are mounted on your hub.  If your pod is directly above the hub, there may not be a vertical component to the radiated signal.  Hence the suggestion of laying it on its side just to see what happens.

[craigsaddy]

Ok ive just done a one hour teams call whilst connected to hub via ethernet as suggested. No performance issues at all. Speed test showed similiar results to my initial post (not sure if that is relevant) - but was a bit faster at 272/26

[Carley_S]

Hi @craigsaddy 

Welcome to the community forums. 

Sorry to hear that you're having issues with your WiFi. 

Checking the systems on our side we cannot see any issues with the hub specification or any issues in the area that might be causing this. Does the Connect app show that the area where you work has a fair signal? This may be improved by repositioning the pod if needed, as this will need to be in a mains socket in a good signalled area between the router and the area in question so it can boost the strong signal further. 

Please ensure that the network name is one unified network and that channel optimisation is switched on

[craigsaddy]

Hi Carley

Thanks for response. 

The connect app shows no signal issues at all.

Please could you advise how to check those two things that you mention in your last sentence please?

[craigsaddy]

actually sorry I can see about the optimisation option now - but how do I check "that the network name is one unified network " ?

thanks

[Daniel_Et]

Hi @craigsaddy, thank you for your response. 

If you network name is unified, you should only see one SSID (service set identifier) on your devices' WiFi connections lists.

Is that currently the case?

Regards,
Daniel

[Daniel_Et]

Your*

[craigsaddy]

Yes that's the case thanks.

Is there anything you can suggest to help me please as i cant go on working from home on this internet network with the connection constantly dropping out on teams calls. the unreliability is causing me big issues that simply werent there when I was with Sky broadband.

[Ayisha_B]

It would be worth using a wired connection where possible and to improve your WiFi follow the steps here