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Phones keep disconnecting from WiFi

Joining in

OK new VM installation (well about 2 months now). I have an issue with devices not staying connected to my WiFi.


Samsung Galaxy S21, S20, S7, S10 - all as up to date as they can be. 

It seems most noticeable on phones, but do get it on laptop, which can be a pain as I work from home. A real pain as rather than just switching back a forth between wifi and data, when the WiFi drops, it seems to take 30 seconds before it fully drops, sometimes longer. 

I used to have TalkTalk / BT Infinity, with quite an old TalkTalk router, and never had issues this bad.

Why is the WiFi so unreliable like this? 

BTW don't want unhelpful answers like reboot phones / router. 




Up to speed

It may, actually, not be the WiFi, yes admittedly none of the VM hubs have a stellar reputation for WiFi performance, but what we need to ascertain is this; is this a WiFI dropout or is the hub loosing connectivity and resetting itself, which would look, for all the world, like a WiFi issue.

So do you have any hard wired (Ethernet) devices, and if so, do they lose connectivity at the same time? When this happens, do you notice any changes in the lights on the hub?

Yes, I have ethernet devices (directly connected I have a NAS, and connect using powerline adapters, the TV and TV 360 box - The powerline are also wifi boosters.

I can be watching streamed tv, Netflix, amazon player etc and they're fine, but browsing web stuff, the phones are loosing connection. 

Very disappointing... Why have superfast Internet if you can't use it! 

Hi @Jonlegras,

Thank you for your posts and welcome back to our community forums. We're here to help.

I'm so sorry to hear you're having some trouble with your Wi-Fi connection on certain devices. Would you mind confirming what diagnostics and troubleshooting you've performed thus far in an effort to remedy this?



Zach - Forum Team
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Very Insightful Person
Very Insightful Person

See this...


if its a wifi only issue (as ethernet connections are ok it sounds like ther are?)... so...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 if anything in here helps….

You call 0800 064 3850 to order the first one after scanning for blackspots using the connect App.- 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), (5) a pair of good quality Wifi Powerline Adaptors, or a combination of (2&3).

£40-100 (that’s ~4->12 months of Max Pod rental) should sort it for most customers with an average property and usage. Spend more for additional advanced“features” - if required.


I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.