New hub 5 keeps dropping WIFI ETHERNET ok

[MCB]

I have recently received a new Hub 5. It is hard wired ethernet to the desktop and that always works but the wifi connection keeps disconnecting so that the mobile shows "connected no internet" There is bags of wifi signal if the strength indicator on the mobile is to be believed. If I remove power from the hub then reconnect so that the Hub5 starts up everything is fine for a while but within a day or so it will drop out again. My old hub was fine, this new hub5 is diabolical. Any suggestions?

Martin

[jbrennand]

Send the Hub5 back - it is still in pre-release testing phase and clearly not fit for your purpose and you werent aware you were troubleshooting it. Ask for the old Hub to be reactivated or replaced back onto your account.

But if you want to troubleshoot.... try this first...
______________

Do a Hub “pinhole reset” - first make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub (leave the coax connected), and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 (a timed sixty) seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time. Passwords will reset to those on the sticker. See if that sorts it.
___________________________________

Or try this...

If you haven't done this already - try it first - it helps sort some Hub3/4/5 wifi issues for some devices.
Go into the Hub’s settings. Type in  http://192.168.0.1  into your web browser’s url box and login with settings password on the Hub's base sticker (or your own if you changed it). Then in Advanced>wireless signal >smart wifi - tick the disable “channel optimisation” box or “Smart Wifi” box and save settings.  May be different pathways and wording on the 3 Hub types
Then, go to advanced>wireless signal>security, rename the 2.4 & 5 GHz network ssid's.  Just type over to change 'em to whatever you like and something that will differentiate them (e.g - Billybob2 & Billybob5) Try to avoid spaces and periods in the SSID names as they can cause issues with certain devices. Use the same password for simplicity,  Then, apply 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. 

Note all your wifi devices will need re-connecting to the new SSID's and passwords.
All things being equal, 5 GHz is always better/faster and subject to less congestion/interference (and is better for iDevice speeds than the 2.4 one - although the 2.4 one has the better "range" and will be needed when the 5 GHz drops out of range and some older/cheaper/dumber devices can only use this one. 

You should also use a wifi analyser App (or Airport Utility on iOS) to check which 2.4 channels are being heavily used around you and move yours to one of numbers 1,6,11 that is least so, but it wont help if there is other interference.

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

[Gareth_L]

Hello MCB

Thanks for your post

Just checking to see if the advice from @jbrennand has helped at all

If not, let me know and we can look at this in a bit more detail

Gareth_L

[MCB]

Hi Gareth,

No, it is still just as bad. Following a reboot it's OK for some times up to a day sometimes only for an hour or so. Seems to be pretty random. Still a strong WIFI signal but no internet. Ethernet connection to desktop works continuously. I have an IHD that shows the consumption from the Utility Smart Meters which needs a WIFI connection so this is very inconvenient. If as suggested the Hub is still under test I should have been warned. Not a happy bunny this Easter!

Martin

[Lee_R]

Hi @MCB thanks for getting back to us.

I am sorry to hear you're having an ongoing issue with your WiFi connection.   We've look at our systems from here and cannot find anything to explain the issues you're having.   I would love to take a closer look for you.  I am going to send you a private message.  Please look out for the purple envelope in the top right of your screen.

Regards

Lee_R

[MCB]

Hello Lee,

My hub is still just as bad as ever.  To reiterate the Ethernet connection to the desktop always works. The wifi signal is always there. what consistently fails is the connection between the wifi and the internet. So my IHD cannot be updated and my phones say "connected - no internet"  One possible clue, as this is clearly a fault within the hub 5 or its power supply, was that during a 7day break with the house unoccupied the wifi remained connected or managed to reconnect as on my return the IHD and my phones showed a connection. This tends to point to a sensitivity to supply spikes or similar. You were going to re-enable my Super hub 2ac which was reliable but this does not seem to have been done. This has been going on for far too long, if Virgin cannot sort this out then I will be forced to find an alternative ISP.

Martin

[jbrennand · Accepted solution]

As I said a month ago... its not fit for your purpose - send it back and insist its replaced by a Hub model that is not still in testing phase.

If you still have the SH2 try the the equipment activation number on - 0800 953 9500 (option 3) – you will need the serial number/MAC address off the barcode sticker and also your account number, Insist they re-activate it - or tell them you want a Hub3/4 sent out

[Travis_M]

Hi @MCB

Thanks for posting on our community forum!
 

Sorry to hear about your issue, I will drop you a private message now so we can get this sorted. Please keep an eye on your inbox.

Regards

[MCB]

Well it is starting again!

With the change over to internet phone due on April 27th my trusty old super hub 2ac needed replacing so that there was a phone outlet. After all the problems with the hub 5 last May I feared the worst but had the new hub sent anyway. A day after its arrival (Yes a Hub 5!) my trusty hub 2ac stopped working (I assume they disabled it remotely) so I connected the hub 5 and amazingly it actually worked for just over a week until the same fault as last time (ie ethernet connection works fine, strong wifi signal at all devices but wifi is not connected to the internet) Reboot the hub 5 by switching off and after 30 seconds or so switch it back on again. Wait around for it to boot up and hey presto internet connection over wifi - for a while! Half an hour later same symptom on Wifi strong signal but no connection to the internet.

What to do now, get them to re-enable my trusty hub 2ac and dump the land line or hope that there are some hub5 that actually work.

Martin

[jbrennand]

Try this first - will mimic the "2 band wifi" you had on the SH2....
__________

Go into the Hub’s settings. Type in  http://192.168.0.1  into your web browser’s url box and login with settings password on the Hub's base sticker (or your own if you changed it). Then in Advanced>wireless signal >smart wifi - tick the disable “channel optimisation” box or the“Smart Wifi” box and save settings.  May be different pathways and wording on the 3 Hub types

Then, go to advanced>wireless signal>security, rename the 2.4 & 5 GHz network ssid's.  Just type over to change 'em to whatever you like and something that will differentiate them (e.g - MCB_2 & MCB_5) Try to avoid spaces and periods in the SSID names as they can cause issues with certain devices. Use the same password for simplicity,  Then, apply settings and restart the Hub.  Your 2 wifi networks will now be clearly separated - and you can then select the network you want each device to connect to… individually from the "available networks" list on each of your devices just like in the SH2 days!

See message 2 in here…

https://community.virginmedia.com/t5/Tech-Chatter/Camera-how-to-connect-it-to-the-Hub-3/td-p/5301251

Note all your wifi devices will need re-connecting to the new SSID's and passwords.
All things being equal, 5 GHz is always better/faster and subject to less congestion/interference (and is better for iDevice speeds than the 2.4 one - although the 2.4 one has the better "range" and will be needed when the 5 GHz drops out of range and some older/cheaper/dumber or “specialised” devices can only use this one. 

You should also use a wifi analyser App (or Airport Utility on iOS) to check which 2.4 channels are being heavily used around you and move yours to one of numbers 1,6,11 that is least so, but it wont help if there is other interference.

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