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WIFI dropping out intermittently

Joining in

Hi, we’ve had virgin media for years and have never experienced many issues, however last month we got a new box and since then the WiFi drops out very regularly throughout the day and the light on the box is orange.

I called the support team however I fear I have been given the wrong information and have been miss-sold since doing some research after. I was told to sign up to WiFi max and that getting boosters would be the only option to stop the WiFi dropping out. I can’t see how that would work though, as the WiFi drops out even if you’re sat next to it, the issues isn’t that the signal isn’t strong enough when you’re in different rooms. 

Please can anyone advise what the best option is? We’ve tried resetting it multiple times. 


Very Insightful Person
Very Insightful Person

The new box wasnt new - it is a refurbished Hub3 that has the ageing  orange  LED issue - it has no effect on functionality though.

As wifi is poor you could try the procedure below first.  Report back if it sorts it for you.

Are you on a "VOLT"  package?


Go into the Hub’s settings. Type in  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 the“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 - AliceG_2 & AliceG_5) 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 or “specialised” 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 channel numbers 1,6,11 that is least used around you, 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.


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.