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pollywally
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Message 31 of 40
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Re: WIFI Keeps Dropping Out

But the signal is fine, the access to internet keeps dropping off. We have a WiFi extender and as I say we get ok signal but no internet access. We are already paying VM for WiFi and internet access, I don't understand why we have to pay more to get what we had already for 2 months and should still be getting 😔

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Paul_DN
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Message 32 of 40
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Re: WIFI Keeps Dropping Out

Hi pollywally,

 

I have ran some further checks and have now arranged a technician, you can view the appointment and amend if needed via your online account under help, my appointments and orders?

 

Regards

 

Paul.

 

 

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pollywally
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Message 33 of 40
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Re: WIFI Keeps Dropping Out

The engineer came out, fixed the problem and we have had great WiFi for 3 weeks and now we have intermittent internet access. As it was fixed by the engineer and it was fine, why has this happened again?

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gary_dexter
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Message 34 of 40
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Re: WIFI Keeps Dropping Out


@pollywally wrote:

The engineer came out, fixed the problem and we have had great WiFi for 3 weeks and now we have intermittent internet access. As it was fixed by the engineer and it was fine, why has this happened again?


Do wired connections also drop?


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Tom_F
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Message 35 of 40
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Re: WIFI Keeps Dropping Out

Sorry to hear that issues are ongoing for you pollywally. 

 

I've taken another look at this today and other than some WiFi-specific issues everything appears to be OK.

 

Our systems are suggesting there may be a device too close to the hub which may be impacting wireless performance - could that be the issue?

 

Tom 

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james315
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Message 36 of 40
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Re: WIFI Keeps Dropping Out

Polly, they told me the same thing and it wasn’t that.

 

the real problem is that the virgin media router are not capable of giving out a good enough signal to provide a standard 3 bed home with WiFi.

 

it’s not the most cost affective solution but it is the easiest but mesh WiFi using bt whole home in my opinion is the only solution.

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pollywally
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Message 37 of 40
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Re: WIFI Keeps Dropping Out

The router is in the exact same position it was in when we didn't have an issue, there is nothing by it

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Robert_P
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Message 38 of 40
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Re: WIFI Keeps Dropping Out

Apologies for the confusion pollywally, by the device too close we mean the actual device not the Hub. In this instance it appears to be an Amazon device (possibly an Alexa) and an Xbox.

 

Rob

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pollywally
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Message 39 of 40
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Re: WIFI Keeps Dropping Out

Alexa is in another room but we can try moving the Xbox but they haven't moved since we had no problems either.

 

The router log shows lots of errors and warnings though

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Kath_F
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Message 40 of 40
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Re: WIFI Keeps Dropping Out

Hi pollywally, 

Thanks for coming back to us on this. 

Another thing I have noticed is most of the devices are connected to the 5Ghz network which may be congesting it. 

Try separating the WiFi bands and then connecting the devices to one band or the other depending on the device. This should help improve the performance. You can do this following these steps:

  • Access your Hub by navigating to 192.168.0.1
  • Login with the default login info (on base of Hub) unless you've already updated it.
  • Go to Advanced Settings > Wireless > Security
  • Under Wireless Frequency 2.4GHz change the Wifi Network Name (SSID) and the Wifi password (network key).
  • Repeat for the Wireless Frequency 5GHz and click on Apply changes.*
  • Make sure that both frequencies are named differently and are still identifiable

Please keep us posted on how things go. 

Thanks,
 

Kath_F
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