Virgin Media Community

[johnboy1968]

Hi I received a brand new hub and tv 360 last Wednesday I set them both up tv has been fine apart from I don’t like the new set up compared to the last one!

The biggest problem is my modem I’ve plugged it in then turned it off a number of times and the light at the front is staying orange instead of white. I have tried everything but the Wi-Fi keeps cutting out and it’s impossible trying to watch something on Netflix. I need my WiFi to start working as my wife works from home also. What do I do next? Attempt phoning Virgin again to see if someone will answer and when they do it’s a joke…. Also we ordered a TV 360 for my daughters bedroom the box arrived but I need and engineer to fit it as my wife forgot to tell them we don’t have cables leading into the room. How do I go about booking an engineer? 

Regards

John

[jbrennand]

Re the orange light - see message 4 here

https://community.virginmedia.com/t5/Networking-and-WiFi/Constant-orange-light/td-p/5239246

Re the wifi issues - see this post ..
_____________________________

Do you know if its a wifi only issue (ethernet connections are ok?), if it is - then On a Hub3/4/5, you could first try separating the SSID's of the 2.4 and 5 GHz wifi bands by renaming them in the settings At the same time switch off "channel optimisation/Smart wifi” and “ apply and save the settings. All wifi devices will now need reconnecting to the best SSID at each location. Also use a wifi scanning App to find the best wifi channels to use (just select and use channels 1,6,11 on 2.4GHz) - this often helps Hub users get better wifi performance - so its worth trying - but its still no substitute for getting better kit 🙂

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 20 Mbps/room it’s now called… Wifi Max see.-

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

You can call  150 or  0345 454 1111 to order the first one - or follow instructions on that website - 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 it will be £5 or £8 month - you are… and it wont be - just look on the webpage.

If not free to you… you will be charged £8/month (note - BT charge £10/mo for their whole home wifi solution). 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 (4) A combination of (2,3).

£30-100 (that’s ~4->12 months of Max Pod rental) should sort it for most customers with an average property and usage.

[David_Bn · Accepted solution]

Good Morning @johnboy1968, and a very warm welcome to our Community Forums! 👋

Check out the purple envelope in the top right hand corner and I'll see if I can help with the need for an engineer visit and discuss the possibility of Wi-Fi pods with you.

Before responding to me, it might be a good idea (if you haven't already) to review @jbrennand's very helpful post to know exactly if you want Wi-Fi pods from me, or if an alternative option is more suitable.

Kindest regards,

David_Bn

[johnboy1968]

Hi David thank you for your reply and help mate I have an engineer coming out on Friday morning so fingers crossed it will get sorted out👍

[Kath_F]

Hi johnboy1968, 

Thanks for coming back and updating us. 

We're glad that things are getting resolved and an engineer will be attending. Please keep us posted on how the engineer visit goes. 

If you need any further help or support - you know where we are. 

Many thanks,