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keiramay
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Message 1 of 14
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New Hub 3 Box

I have rung up multiple times about if Broadband Router with no luck. We live in a small 3 bedroom flat and it doesn’t reach to any of the bedrooms, which is very strange as our flat is so small. You keep saying that there is nothing wrong with our hub but when we check it on YOUR website, it says that there is a fault. It is constantly zoning in and out, turning off and it just doesn’t reach to places that it should. We have had issues in every place we have lived with this box, which tells me it’s been faulty from the start.

You refuse to send us a new one as you say that there is nothing wrong with it. We are the ones who live with it daily, we can see that there is an issue and it is faulty but you tell us that there’s nothing you can do and you cannot send us a new one.

This is extremely frustrating and we know ourselves that there is something wrong. We would like a new box else we will take our custom elsewhere.

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jbrennand
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Message 2 of 14
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Re: New Hub 3 Box

What fault in you location are VM describing on their website ?

--------------------
Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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keiramay
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Message 3 of 14
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Re: New Hub 3 Box

There’s no fault in our area, there’s a fault with our actual hub.

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jbrennand
Alessandro Volta
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Message 4 of 14
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Re: New Hub 3 Box

So what are the symptoms of the Hub fault? Is it evident just on wifi connected devices or do ethernet cable connected ones have the same problems?

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Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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keiramay
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Message 5 of 14
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Re: New Hub 3 Box

The connection drops constantly, it doesn’t reach very far.

It works okay when connected through ethernet.

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jbrennand
Alessandro Volta
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Message 6 of 14
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Re: New Hub 3 Box

If it connects fine by ethernet then chances are your Hub is not "faulty" but that you just have a wifi interference issue. What "fault" with the Hub do VM actually describe on their website then?

"but when we check it on YOUR website, it says that there is a fault"

Have a read through the 2 pink sticky posts at the top of this board to see if there is anything in there you can try to improve it. Similarly there are many, many posts on here outlining what you can try to change in the Hub settings to see if that helps.


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Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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keiramay
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Message 7 of 14
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Re: New Hub 3 Box

It just seems weird to us that we have such a small flat and it doesn’t reach very far.

My boyfriend goes into our hub settings and connects to the hub and then runs diagnostics. The results come back as “your home network has a few problems” with an exclamation mark next to broadband.

He has tried changing the channels with no luck. It’s always the same.

It could be that it needs moving into a different room or it could actually be faulty. I’m not sure, but whatever it is is extremely frustrating.

We have a single room at the back of the flat which would be a perfect spot for it but I don’t know if it would be possible to place it there as it is at the back of the flat?

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keiramay
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Message 8 of 14
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Re: New Hub 3 Box

We also have a NetGear EX3700 extender with a range of 1000 square feet which seems to hardly do anything.

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jbrennand
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Message 9 of 14
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Helpful Answer

Re: New Hub 3 Box

Get him to try this and see if it helps.

Go into the Hub settings and then in Advanced>wireless>signal disable "smart wifi" – click apply changes.
Then, go to advanced>wireless>security, rename the 2.4 & 5 GHz network ssid's. Just change 'em to whatever you like and something that will differentiate them (e.g - xxxxx2 & xxxxx5) -- use the same password if you like.
Then, "apply/save settings" and restart the Hub.

Your 2 wifi networks will now be clearly separated - and you can then select the network you want to connect to individually from the "available networks" list on each device and use the new password.
5 GHz is usually better and subject to less interference (and is better for iDevices ) than the 2.4 one - although the 2.4 has the better "range distance" and some older/cheaper/dumber devices can only use this one.

Also he should use a wifi analyser App on the smartphone to check which 2.4 channels are being heavily used around you and move yours to one of 1,6 or 11 that is least so.

See if that helps - you will lose any “seamless roaming” benefits but it may not matter and you can always change the settings back by doing a "factory reset" if you prefer the way it was - or it doesn’t help.

If it doesnt help you should consider getting your own wifi equipment.

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Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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keiramay
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Message 10 of 14
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Re: New Hub 3 Box

Hi sorry, he had to leave for work so he’s going to try it later!

If it doesn’t work or make out connection any better, do you know if it is possible to move the hub?

And is it possible for it to be at the back of the flat?

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