Smart WiFi and Hub 3.0 issues

[ja5onh]

Hello community Happy New Year!

I’m hoping to get some help, suggestions or where to turn go to resolve some WiFi challenges.

Up until beginning of December 2023 all was ok with internet and WiFi. I had a power cut and power was off for around 4 hours. I wasn’t home at the time when it came back on.

Since then the WiFi has been challenging even if the devices are in the same room as the router.

Over the past month I’ve put my Hub 3.0 back to factory settings 5 times, 4 times via the router GUI and once with the pin hole at the back of the router. On the last factory reset I even removed the Ethernet connections from the router before performing the 60 second hold with a pin in the reset area of the router.

The issue I have is the devices that are connected to the router via WiFi will show connected and work then stop working and I’ll get “page cannot be found” or “page runs really slow before getting a blank page”. I’ve even checked on the devices WiFi settings page and it will say No Internet Connection next to the SSID. This is the same experience when using App on the smart devices.

The only way I can get back on to the internet is to turn WiFi off on the devices and then put it back on and I get internet back for a bit then it stops again. Having video calls on the smart devices will connect then the call will drop.

The issue gets worse when I leave the room with the Hub in it but same experience as described above.

I do have VM Intelligent WiFi pod and appreciate this is there to help support the WiFi connection and speed will drop, but I’ve still got the existing challenges where the devices will drop connection.

I’ve turned off Smart WiFi, removed the WiFi pod and it gives a me a stable connection throughout the house however, the new challenge is the further I go away from the room where the Hub is in, the slower the speed on WiFi to the point I can’t even have a Teams call as the connection keeps dropping. 

So the steps I’ve taken to try and resolve the issues are:

- Restored the Hub 3.0 back to factory settings, 5 times! Following the instructions on previous posts on this forum to complete this correctly

- Tried testing on more than 1 smart device to rule out any particular device issue, all the results with WiFi dropping are the same on all devices

- I’m not able to use a third party router and place my Hub 3.0 into modem mode as I need to use all 4 Ethernet ports

- I don’t have any Christmas tree lights that would interfere will the WiFi signal

- The router is placed in an open area, not warm and not hidden behind a TV.

How do I know if my router is at fault, has the latest software or needs the latest software to help fix the issue?

I thought I’d seek help from the forum first before contacting VM customer service.

Thank you

Jason

Would be grateful for any advice or further suggestions that could try to help me get my internet back to pre December 2023 issues.

[jackyjacky234]

Absolutely the same fault. Spent all morning on the help line. And yes we had a power cut they just preceded the fault. Tried to get a new hub but help line say no.

Wifi is in and out, from great to nothing. Hard wired pc connection is perfect.

Ringing cancellations now.

[ja5onh]

Interesting that you’re experiencing similar issues so begs the question I wonder if it’s a software/hardware issue on the router?

[jackyjacky234]

Maybe, but no help from Virgin. All they wanted to do was sell me a booster. To boost a none existent signal!

[Tudor]

Firstly;

"I’m not able to use a third party router and place my Hub 3.0 into modem mode as I need to use all 4 Ethernet ports"
All retail routers have Ethernet ports and is you used a mesh system they have at least one Ethernet port that you can connect a £15 four port Ethernet switch to.

Now the problem, the best way is to report it as a fault, the hub possibly needs replacing. Follow these instructions:

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

VM will not dispatch any technicians while an area fault exists.

If no area faults found:

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[ja5onh]

Thanks for your reply Tudor, no area faults reported so I’ll wait to see if what VM staff say about the post. 

[jackyjacky234]

I tried reporting it via faults. At the point they tested it was working again so no fault according to them and therefore no replacement hub.

[jackyjacky234]

And now once again a total loss of wifi, but by the time they check it will be ok.

[jackyjacky234]

So latest now is virgin say no problem with hub. No wifi currently and probably not until I do another reboot. Told them to stop the service and I will try BT but they insist on £260 disconnection fee. Been on phone since 11.

[Kain_W · Accepted solution]

Hi ja5onh,

Thanks for your post and welcome back to the community.

Firstly we'd like to extend our apologies for any issues faced with your router.

From checking our system we can see that there is a bit of a connectivity issue, so we can investigate this matter further I've dropped you a PM.

The message will appear within the envelope icon.

Regards,