I’ve been having ongoing issues with some wireless devices showing as connected but having no internet access - this is whilst having a mostly full signal. I can have a phone and a laptop both connected to wifi in the same room where the Hub 3.0 is located, but my pc will say no internet access whilst my phone is working.
Wifi devices randomly drop onto connected but no internet daily and this is only fixed by resetting the wifi connection.
I am having to switch the Hub off and on numerous times a week, sometimes several times a day. It can take two resets, lasting 15 - 20 minutes in total, to regain connectivity. This has been going on for many weeks now and appears to be a problem with the Hub, rather than anything else.
I have followed instructions on the Virgin website around resetting and restarting the router. I’ve tried the Connect app which indicates no problem. I’ve tried suggested fixes on this support forum e.g. turning off channel optimisation and splitting the 2.4Ghz and 5Ghz networks. Nothing makes a difference.
I’ve tried contacting Virgin support but - perhaps understandably at the moment given the issues with COVID-19 - can’t get through on the phone and the text support is next to useless.
I even tried raising a formal complaint via the Virgin website but despite promising a response within 48 hours here we are two weeks later and I’ve had no contact.
Seriously considering just cancelling my direct debit and seeing how long it takes Virgin to get in touch with me!
Can anyone help? Better still can someone from Virgin sort this out, send an engineer, whatever it takes? It’s a first world problem but unreliable broadband is very frustrating!
My Thinkbroadband link is below, and I will cut and paste the hub logs into the next post.
You can try a 60 second pinhole reset on the hub but if it’s just WiFi dropping out there nothing Virgin can or will do (other than upsell you subpar boosters).
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