Internet frequently disconnecting when using RAS

[Dave54321]

Hi

I have been advised by my work IT to contact Virgin about this. I work from home and connect to a RAS. I very recently got a replacement router due to a fault on the previous one, and shortly after that I have started having connection issues when connected to a RAS. All my personal devices are fine, it's just the RAS (work laptop) that keeps disconnecting. Can this be investigated, please?

Thanks

[Adduxi]

You have proved it works via ethernet, so as stated previously it's your Wifi environment seems to be the issue.  As noted by @Client62  and myself, you need to get your Wifi sorted, either by "tuning" the Hub, or get a decent Wifi access point.

[Dave54321]

Oh, thanks. Maybe you could please explain why every other device I have - mobile, tablet, personal laptop - remain connected while in the same location? And why my IT team, after testing, said I needed to speak to Virgin? And why this is also happening to another member of my team who is a Virgin customer? And why another person has commented in this thread that exactly the same thing is happening to her as well? And why I had no issues for 3 years before Virgin replaced my router? And how one "tunes" a hub? Looking forward to your insight. Many thanks, appreciated 

[Adduxi]

Well I don't have any insight, but just another user offering some advice.  It seems the only thing in common with the disconnects is your RAS laptop, and this only with the Wifi?  Was the replacement Hub the same model or different?  What Hub is it at the moment?

As for "tuning" I was referring to setting the Hub to manual Wifi mode and choosing your own band and channel to suit your environment.  It has been known for the Smart Wifi on the Hub to change the channels causing drop outs with the Wifi.

Hope you get your issue resolved

[jpeg1]

I'm afraid you will have to solve this without help from VM, because 

1. They don't provide support for VPNs like your RAS 

2. They don't provide support for third party equipment like your laptop. 

So you'll have to follow the advice from other users on here. 

[florence023]

Hello everyone,

Thank you so much for your reply. Its helpful to us.
hpinstantink
Best regards,
florence023

[Client62]

I notice in this thread that a change of VM Hub is mentioned.  
By chance the replacement a VM Hub 5 that has Smart Security ENABLED in the VM Connect app ?

For any VPN I'd be looking for Smart Security DISABLED to avoid DNS redirection & blocking of DoT / DoH.

Also in the VM Online account have Child Safe DISABLED and Virus Safe DISABLED,
both are capable of DNS redirection resulting in VPN failure.

Half duplex Wi-Fi also can play havoc with some VPNs, so use a network cable direct to the VM Hub.

[Adduxi]

Yes, I would agree except the OP says it all works over ethernet, as does every other device in the household.  I can't see it being the Router per se?

[Dave54321]

Every other device works over wi-fi and does not disconnect. According to my IT Team the issue is with how the RAS is handled over wi-fi. It is something that started happening after I changed the hub. I do understand you believe it is likely NOT anything to do with the hub change and that this is likely pure coincidence (as with the other person who raised exactly the same issue). Thanks again. I'll go back to my IT team again. I'll come back when I have more info from IT that may be useful.

[Adduxi]

Can you please advise which Hub you are using, as this may have a bearing on the Wifi issue.