Random Internet drop outs

[martyn4]

Hi

Hoping someone on here can help as I'm making no progress resolving over the phone. I keep experiencing a random loss of internet on my home devices. For example i could be streaming a film through my Fire Stick and it suddenly looses internet connection. It remains connected to Wifi but no internet, i can then check my phone or tablet at the same time and they are OK. Then an hour later I could get the same issue but on my tablet and check the fire stick is ok. To be clear I'm only loosing internet not WiFi, devices connected via ethernet are not effected. I believe the root cause of the issue is the Hub 3 as i have been using the hub in Modem mode with a separate router and this solved the issue. However the 3rd party router i was using has since stop working so I've been forced back into using the HUB 3 as a router again and the problem has returned.

[jbrennand]

You have the answer in there. The Hub3 wifi is simply not very good - your own wireless router solved the issue. Why not just buy another one?

See this...
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If it is a wifi only issue, then on a Hub3/4/5, you can try separating the SSID's of the 2.4 and 5 GHz wifi bands by renaming them in the settings and at the same time switch off "channel optimisation/Smart wifi” “ apply and save the settings. All wifi devices will 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 - 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 “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.

You do have to call in to order the first one (cant do it online the website is borked) - or try the web-chat or Whatsapp functions (that has worked for some) - 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 not… you will be charged £5/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.

You would need to get either a… (1) Mesh System, (2) Wireless router, (3) Wireless access point (4) A combination of (2,3).

£40-100 should sort it for most customers with an average property and usage.

e.g This is a bargain £35 ATM

https://www.amazon.co.uk/Archer-C6-Wireless-Supports-Parental/dp/B07L5YRYF4/

[martyn4]

Hi, I agree a new router will resolve the issue but I don’t want to be out of pocket again purchasing new one. I just want the service I pay for to work as advertised. At the very least I would expect Virgin to offer a replacement Hub 3 or 4 to see if this rectified the issue but when I call all I get is people telling me everything is working and to try resetting the router. I have since been offered a pod but all this will do is extend the Wi-Fi range. I never had any issues with Sky or BT.  

[jbrennand]

Perhaps the Sky/BT hubs had better/more powerful wifi - or perhaps your wifi envronment has changed for the worse since then?

Your connection does work as advertised... in that there is always the exclusion clause in the T&C's that applies it to ethernet connectivity only - and not to wireless connections. If those are not satisfactory for your needs... than the best you can hope for is a penalty free release from your contract.

In any case try the splitting of the SSID's and selecting the best wifi channels - rather than leaving that just to a Hub3 - it often helps.

[martyn4]

I will give it a go thanks for the advice. 

[jbrennand · Accepted solution]

Some more detailed info for doing that
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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 - Martyn2 & Martyn5) 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. 

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.

[Ashleigh_C]

Hi there @martyn4

Thank you so much for your post and welcome back to the team! 

I am so sorry to hear that you have been facing these issues with your connection and a big thank you to @jbrennand for their help and guidance on this, it is greatly appreciated. 

Have you been able to follow the steps provided and are you also able to provide the Hub stats as guided by our community? 

How are things looking since your last post? 

Thanks again. 

[martyn4]

I can confirm I tried all actions recommended by jbrennand but this made no improvement. The Virgin pod was delivered and installed Friday. This made an improvement but still had the occasional drop out. Yesterday I purchase a third party mesh WiFi setup and since installing I’ve had full speed internet in every room with no drops outs. 
 Conclusion: the Hub 3 is not up to the job of supplying reliable Wi-Fi. 

[Ashleigh_C]

I am so sorry to hear this @martyn4 though I am glad the mesh system is showing an improvement for you. 

Can I ask if you would be able to let us know how things are looking through the next few days? 

Thanks again. 

[martyn4]

Yes no problem, so far it’s been flawless.