New customer help - issues

[cydex26]

Just got new Package (Broadband, TV, Phone, Sim) installed on Thursday 1st Dec and have a few issues but not sure best way to resolve:

1. Not had any follow up calls since install to check on customer experience or issues - why?
2. Virgin Media 'Connect' App can not find or connect to the Hub5 even when my mobile phone is on the Hub5 wifi
3. Highest connection speed since established has been 333.4Mbps but paying for M500 - why?
4. Wifi in house is nill or not great in many rooms - How do I get the 3x Wireless Pods to improve this?

TV and Phone line experience has been great since service leveled out. Just need the broadband/wifi sorted.

[jbrennand]

Connect App is flaky try this from another post
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Uninstall and re-install the latest App first.
The first thing to be aware of is you need to be connected to your Home WiFi in order for the app to connect to the Hub. It won't allow the connection if you're on a Guest network, VPN or Mobile data. If this still doesn't help, try clearing the data within the Connect App. These steps will help you do that: 

For your Apple device, if you're on iOS 15 then you can try this: Open Settings > Tap your name > Tap iCloud > Tap Manage Settings > Tap the Connect App > Tap Delete Data. If you're on iOS 16 then just delete the app from your device, restart the handset and then redownload the app. 

For your Android device, you can try this: Open settings > Apps > Connect App > Storage > Clear data / Clear cache. 

[jbrennand]

Re speed is that on wifi? If so try on ethernet cable and report back.

For wifi see this
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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.

[cydex26]

thanks for input. super helpful. I have found the issue with the Connect App and now have a stable connection to my hub5 through the app. downside to get this to work you have to disable the 5ghz wifi on the hub5 so the mobile app/connect app connects through 2.4ghz and works fine all the time. not aure if virgin media knows this is the issue.

[newapollo]

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@cydex26 wrote:

you have to disable the 5ghz wifi on the hub5 so the mobile app/connect app connects through 2.4ghz and works fine all the time. not aure if virgin media knows this is the issue.

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Hi @cydex26 

I would try re-enabling the 5GHz, hopefully the connect app will continue work.

The hub 5 optimises the channels automatically and can't do this if the 5GHz band is turned off - it means you will be losing speed on devcies that are close to the hub that operate on 5GHz.