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Power line problems

We were having problems with our broadband and after having technicians out and not so helpful calls to the Indian call centre, a replacement router and power line adapter issued we eventually had a call from Steve in your broadband specialist department. He was extremely helpful in sorting the speed issue out. He got us to install the new power line that was sent out to us and changed things remotely on our router (have no idea what).

Unfortunately after the changes he made and after the call was finished we were unable to connect any of our existing power lines to our network (they were all working before the changes). We have factory reset and synced them to new power line attached to router and rebooted the router but no joy. The ones (Ethernet) attached to 2 televisions state “check if DHCP is set in gateway. If DHCP is not set, set  manually” it shows that they are connected to tv but cannot get to the gateway and one cannot get passed DNS. The one (Ethernet) connected to a desktop computer simply states no internet connection.  The only power line to work is the newly supplied set of which one is connected to the router and the other to a (Ethernet) desktop computer.  

We have asked via a very rude customer services agent for a callback from Steve but this has not been forthcoming.  I Understand that you do not support products not supplied by Virgin Media but these items worked perfectly well until your agent changed things on the router.  Doing a check of the network on the function on the router it states “your home network has a few problems”.

Can you please advise what needs to be done in order for all power lines to function on our network. 

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Alessandro Volta
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Re: Power line problems

The Virgin Boosters are not compatible with existing power lines, you should remove the old ones and just use the virgin media ones

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Re: Power line problems

If you need multiple power lines extenders, they are very probably a not-very-satisfactory solution to the problem of poor wifi.  You may want to consider investing in a mesh wifi system.  I replaced the wifi on my Hub 3 with a TP-Link Deco M4 mesh, and it is a day versus night improvement, but there's plenty of choice and many brands at prices starting from £70.  

Other solutions are also suitable, such as setting up a couple of wireless access points, but that will need slightly more technical knowledge, and for you to run cables between the hub and each access point.

 

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