My wifi is off more than it is on

[Jenny98]

I have ran tests after a hell of a lot of hassle it's come up and told me I have problems with all of my connected devices. Yes I do the non existent wifi.  It then goes on to say move hub I can't move the hub it's as far stretched with the leads you supply as it can be.

All of these  constant drops started right after upgrading to the new 360 which was done by you supplying a different remote control.

I always had poor connection and was told I needed boosters which I still haven't managed to get 3 even though I was promised they would be sent when I got talked into setting a new contract up, and the 2 I do have are now utterly useless because of the lack of wifi.

Your tests say there is nothing wrong BUT internet speed test is giving me a 1 or 3mbs  result and yes it's 1 not 100.

Wired connection to laptop shows Wi-Fi or internet but it's not  connected.

Nothing has been Moved only thing that's been changed is my 360 upgrade. The Wi-Fi in the home has been low but never ever dropped prior to that.

Sometimes it can go 30 minutes or so without cutting off then it's literally on for Sconds then off again .

My disabled Daughter is unable to play her games it's so bad HELP

[jbrennand]

Not clear from the message whether your laptop connected on an ethernet cable still connects to the network and its just its wifi connection that doesnt work - which is it ?

If it connects ok then your issue is purely a wifi one - so see this...
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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.

[Jenny98]

• Laptop drops on wired as well as wireless I did a speed test got 1.52 on the wired connection .
• Can you explain how to do what you suggested.o have no idea what you are talking about.
• WiFi has always been poor signal it never cut off its now getting worse. It's only done this since the TV upgrade.
• I have 2 mesh pods which have only arrived since the problems started . Most of the time I can't run the app.

[jbrennand]

If its dropping on an ethernet cable connection - its likely to be a Hub/network issue - rather than just wifi. So can you do this.....
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Can you Check first for any “known network faults - Try in 2 places

1) Try the “check service,”Area status webpage" (link at top right of this forum)

2) Then also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to street cab/ postcode level.
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If nothing is reported on either of those then, 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.

If you have a Hub4 or 5 then login on the first page up. If you have an SH2 or Hub3 - dont log in just click on the “router status” icon/text at bottom-middle (Hub3) 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 page. 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

[Jenny98]

Where are the data pages on hub 4? No known faults either method virgin app is scanning amazing Wi-Fi signal but I have been cut non stop trying to do this form. My tv last night was unwatchable it's never affected tv before.

[newapollo]

Hi @Jenny98 

The internet problems won't affect the live TV as that's carried through it's own coaxial and not the internet.

It can however afffect streaming apps and catchup and on demand services.

Are there any known issues?

Have you looked at Check service status at the top of the page? You can also a run a test on your equipment from there.

The Check Service Status is often only populated with details of wide spread outages.

You could also try the automated Service Status number  0800 561 0061.  This often gives details of more localised issues down to postcode level.

Whilst not ideal it's probably a better indicator of known problems and should also show the latest estimated date/time for the fault to be repaired.

[Jenny98]

The tv is in my disabled daughters bedroom not connected to cable 

There are no known faults. My tv is in a bedroom using Wi-Fi  never had any problems  with tv before last night 

This all started when I upgraded to the 360 tv by remote control.

Dropped 5 times just trying to log in to here, 

Trying to use the app it's coming up saying I need to be connected to wifi.

I haven't changed anything nothing has been added no positioning of anything has been changed. 

My pods are also not showing as being connected . I have unplugged then and put them back and still not showing 

Where do I get the data logs from please I can't see anywhere they would be when I log into hub 4

---

@newapollo wrote:

Hi @Jenny98 

The internet problems won't affect the live TV as that's carried through it's own coaxial and not the internet.

It can however afffect streaming apps and catchup and on demand services.

Are there any known issues?

Have you looked at Check service status at the top of the page? You can also a run a test on your equipment from there.

The Check Service Status is often only populated with details of wide spread outages.

You could also try the automated Service Status number  0800 561 0061.  This often gives details of more localised issues down to postcode level.

Whilst not ideal it's probably a better indicator of known problems and should also show the latest estimated date/time for the fault to be repaired.

---

[newapollo]

---

@Jenny98 wrote:

The tv is in my disabled daughters bedroom not connected to cable 

There are no known faults. My tv is in a bedroom using Wi-Fi  never had any problems  with tv before last night 

Is the 360 connected to the TV in  your daughters room? If so it won't work with the 360 unless it's connected with the white coaxial cable supplied by VM

If the 360 isn't connected to that TV then is the live TV OK, but you are just having problems with that TV connecting to wifi for your daughter to play games?   Does that TV have apps and games, or is there a games console such as a Nintendo Switch, Xbox or Playstation used for playing games?

My pods are also not showing as being connected . I have unplugged then and put them back and still not showing 

The pods should blink whilst setting up which can take up to 24 hours . Once they have been connected (paired) they will stop blinking. Try placing one pod about halfway between the hub and your daughter's bedroom, and the other pod in her bedroom.

Where do I get the data logs from please I can't see anywhere they would be when I log into hub 4

Please see the screenshots below - I've marked the colums with the information that's needed with a blue X 

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[Jenny98]

TV in the room is connected to wifi only, been running it since 25th september 2021 when she was chiucked out of hospital and it hasnt previously  didnt drop.

my tivo was upgraded to 360 same box just new remote, since that its a pain to turn on sometimes 

 There is no socket between her room and the room where the hub is her  room is the nearest to the hub. after using it for 15 months I cant see why that would change.

around that time I also had speed increase from m100 to m200with volt and since has been increased to350 by retentions.

my first hub did improve slightly but I clearly need the 3 that the engineer reported shortly after install..

your app is useless it did show 2 hubs  then it showed none and shows things thatg are not connected andx box which has been connected showed none for several days then it showed 3, and ive only ever had 2,

these problems surely  have to be something  that has been changed

i was told to log in to get the data, not surprisinhg i couldnt find it, the login box was covering the check router link

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	139000000	12.800003	40.366287	QAM256	1
2	147000000	12.400002	40.366287	QAM256	2
3	155000000	11.900002	40.946209	QAM256	3
4	163000000	11.599998	40.366287	QAM256	4
5	171000000	11.300003	40.946209	QAM256	5
6	179000000	10.900002	40.946209	QAM256	6
7	187000000	10.800003	40.946209	QAM256	7
8	195000000	10.900002	40.946209	QAM256	8
9	203000000	10.599998	40.366287	QAM256	9
10	211000000	10.400002	40.946209	QAM256	10
11	219000000	10.400002	40.946209	QAM256	11
12	227000000	10.300003	40.946209	QAM256	12
13	235000000	10.099998	40.366287	QAM256	13
14	243000000	10.199997	40.946209	QAM256	14
15	251000000	10.199997	40.366287	QAM256	15
16	259000000	10.000000	40.366287	QAM256	16
17	267000000	9.599998	40.366287	QAM256	17
18	275000000	9.800003	40.946209	QAM256	18
19	283000000	10.099998	40.946209	QAM256	19
20	291000000	10.800003	40.366287	QAM256	20
21	299000000	11.300003	40.366287	QAM256	21
22	307000000	11.199997	40.946209	QAM256	22
23	315000000	11.300003	40.366287	QAM256	23
24	323000000	11.400002	40.946209	QAM256	24
25	331000000	11.400002	40.366287	QAM256	25
26	339000000	11.099998	40.366287	QAM256	26
27	347000000	10.800003	40.366287	QAM256	27
28	355000000	10.500000	40.946209	QAM256	28
29	363000000	10.500000	40.946209	QAM256	29
30	371000000	10.199997	40.946209	QAM256	30
31	379000000	10.099998	40.366287	QAM256	31

[Jenny98]

Refresh data

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	23600000	36.520599	5120 KSym/sec	32QAM	5
2	30100000	37.020599	5120 KSym/sec	64QAM	4
3	36600000	37.020599	5120 KSym/sec	64QAM	3
4	43100000	37.020599	5120 KSym/sec	64QAM	2
5	49600000	37.520599	5120 KSym/sec	64QAM	1

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	1	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0
5	US_TYPE_STDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10.0

32.5

2K

QAM8

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

200

53.9

0

0