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Joining in

I've had a new hub and WIFI still keeps falling over. So annoying.


Very Insightful Person
Very Insightful Person

I take it you mean your broadband connection.

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.

There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

Forum Team (Retired)
Forum Team (Retired)

Hi, Kim_Price. 
Thanks for posting on our help forums and for joining our community recently.

We're sorry to hear of the issues faced with your Wi Fi after the new hub was fitted, we'd love to best assist with this.
Could you please let us know if this was an issue before the new hub was installed and do the drop-outs occur to on or more devices?

Also, if you're experiencing intermittencies often does this happen for all devices at the same time or does it depend on the signal you get depending on your location (far from hub etc)?

There are so many things that can influence a Wi-Fi connection some of which include but are not limited to, a fish tank being in the same room, walls being built with concrete instead of brick, it could even be that your next-door neighbour’s router is interfering with yours. Due to this, we are only able to offer limited help. Please have a look here:


The Hub's location could also be causing the coverage problem, so we do need to check the positioning of it. Can you please ensure the following


Out in the open

Next to the TV not behind it

Away from large bodies of water (e.g., fish tanks)

Away from baby monitors and cordless phones

Away from microwaves


Think of the Hub as a radio, and WiFi as the sound - the further away you are from the radio, or the more obstacles that are in the way (walls, electronic devices etc.), the quieter the radio & the poorer the WiFi.


If that doesn't help, if you have the Hub 3, you can download our Connect App which will allow you to scan areas of your home and will offer help. You can view more information on that here.


If after going through the self-checks, you still need some help, feel free to pop along to let us know and we'll be eager to assist you.

Forum Team

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