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Signal problems

Jacko4034
Joining in

We have switched to virgin m125 on a hub 3 after having sky.  We seem to have 2 issues, these being weak / no signal upstairs and possibly interference from pretty much every device in the house- no signal in the kitchen if oven or hob are on, no signal near to dehumidifier and poor signal near to bluetooth subwoofer.

 

17 REPLIES 17

jbrennand
Very Insightful Person
Very Insightful Person

See this previous post FYI

Do you know if its a wifi only issue (ethernet connections are ok?), if it is - then 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….

https://www.virginmedia.com/help/wifi-max

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) A combination of (2,3).

£30-100 (that’s ~4->12 months of Max Pod rental) should sort it for most customers with an average property and usage.


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John
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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.

Steven_L
Forum Team
Forum Team

Hey Jacko4034,

Welcome to the community and thanks for taking the time to post here on the forums.
I’m sorry to hear of the issues that you’re having with your connection at the moment, I have looked into your account and cannot see anything that would be causing the issues that you're having. How has your connection been running since you last posted?

Kind Regards,

Steven_L

Hi,

Nothing has improved unfortunately.  We can pretty much only use WiFi in the living room, which is just not good enough. I will try splitting the channels (2.4 and 5) then reconnecting everything.

Hi @Jacko4034 thanks for your reply, sorry things haven't improved here.

How are things via a wired connection via ethernet, is it just WiFi that you're experiencing problems with?

If so, please run some checks via the Connect App here as this may help with any WiFi issues you're experiencing too.

Please let us know how you get on!

Many thanks

Tom_W

Hi,

It is only WiFi that seems to be an issue. I have run checks in every room. Sometimes I can't even run the check as the signal is so bad.  We rely on the WiFi, as where we live we have no other mobile phone signal, so WiFi is used for all communications. 

Running the check in the living room shows that in that room alone we get speed as promised. On occasion, the signal is ok, not great, and not reliable, in other rooms, but this is the exception, not the norm.

Regards

Shaun

jbrennand
Very Insightful Person
Very Insightful Person

Consider ditching the VM wifi signal and using your own wireless router, WAP's or a Mesh.  Although it will cost £30-100 to get started - you will get perfect wifi, be free from any VM controls and you will sleep easier 😎


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John
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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.

I've only been with Virgin for about 3 weeks.  I'd much rather they solved my problem, as they are supposed to provide a usable service....... what am I paying for otherwise?

Hi @Jacko4034, thank you for your response. We understand your frustration 😔

Is the Connect App identifying any black spots within the property? If so, is it offering the option to order WiFi Pods to help boost the signal?

More information on our WiFi Guarantee can be found here.

Regards,
Daniel

When I run the tests, when there us a problem, I get no signal, so no result (the app won't work the signal.is so bad). I guess that without any result, i.e. the test can't be run, no recommendations can be made.  I cant say that the problem  is consistent either...... but we either have signal or we don't. The only consistent location is the living room where the router is located. I have yet to try resetting the optimisation and opting for 2 different ssid (split the 2.4 and 5 ghz) to see if that helps, but it is on my list of jobs.

Regards

Shaun