on 29-05-2022 14:55
I am posting on behalf of my step-son (the account holder) who has been getting problems using the internet.
He has been getting a very patchy wifi signal even in the same room as the router and it is virtually non-existence in adjoining rooms (which don’t have thick walls).
He has reset the router and done all the other checks mentioned on Virgin Media’s website including moving the router and using an Ethernet cable directly into the laptop which is OK and points towards there being a fault with the router. Nothing has made a difference.
He phoned customer services and managed to get through to the technical department. There was an automated message telling him to restart the router. The message then confirmed there was an issue with the router and then hung up. Why didn’t he get through to a person in the technical department as has happened in the past?
He is now at a loss what to do next. I think it’s clear that the router is the problem and needs replacing. What’s the best way to get this situation sorted?
Many thanks.
on 29-05-2022 15:04
the technical dept is an oxymoron with VM if it was offshore which it likely was - you got the full benifit of their knowledge which is reboot the hub - as to a problem with the hub - again how would they know
wired is ok which suggest the input is ok but lets check
log into hub3 - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labelled - upstream - downstream
if its an earlier hub button is top right
all VM hubs are about as good a pound shop router on wifi - you can do a couple of things - split the wifi channels and turn off wifi optimisation - might be flagged as something else depends on the hub
download something like inSSIDer and look at what channels other wifi routers are using and choose a less busy one - on the VM hub thats it - i doubt very much its faulty - just cheap and cheerful and not very good
if that helps then great if not then you need a better wifi router or mesh system
on 29-05-2022 16:01
on 29-05-2022 16:11
on 29-05-2022 16:29
@legacy1 wrote:
Use hub in modem mode and get a better wireless router with 1Gb ports.
do you never get sick of posting that - if you had a pound for every time you have posted that line you would be very rich - why not try too help instead of just trotting that out
on 29-05-2022 16:43
on 30-05-2022 01:56
Thanks for all your comments. I’ll try and work through the technicalities of your replies. I noticed that the router my step-son uses is the superhub 2 which I understand is quite an old one. If nothing you suggest works how do I go about getting a new one?
on 30-05-2022 08:32
@jacquildavies wrote:If nothing you suggest works how do I go about getting a new one?
Virgin will likely only provide a new hub if a VM technician attends and determines the hub is faulty.
If, having gone through the suggested steps, the issues persist move towards getting Virgin to come out. They may be reluctant to do so, particularly if it appears to be a WiFi only issue within the home.
on 01-06-2022 08:42
Hi @jacquildavies,
Welcome back to our Community Forums! Thank you for your post and I'm very sorry to hear that your step-son is experiencing some ongoing broadband issues with their Hub.
Can you tell us if you've been able to resolve this issue with the help of the Community and what they suggested? Do you need any further help at all?
Is it a connection issue your step-son is experiencing or slow speeds? Please take a look at our WiFi Troubleshooting page to see if this can help.
Let us know so we can look into this further for you if needed.
Thank you.
on 06-06-2022 02:07
Thanks everyone. Going to have a proper look at it and will report back.