Forum Discussion

DavidThatsMe's avatar
DavidThatsMe
Tuning in
8 months ago

WiFi Pod keeps disconnecting from Hub3

Hello all

I'm sure I'm not the first with this issue, but I can't seem to find a way to move it forward.
Since my new install a couple of weeks ago I've had a WiFi Pod provided which didn't work. This was replaced with another which didn't work until an engineer corrected the registration in the Plume database. Even then I had to pinhole reset my hub to get it connected.

My Hub has factory settings except for personalised SSID & passwords (which are matching on 2.4G & 5G) - I've had conflicting info on using own SSID with pods, but have been assured that this should work (by VM staff who've had it working this way for a long time).

Since it started working it hasn't stayed connected for more than a few hours. To reconnect I have to reboot my Hub3.
It's even lost connection when the Pod is in the same room as the hub so I'm sure it's not Pod placement.

I've noticed that on at least two of the occasions it disconnected it was part way through updating lots of Apps on my Apple devices (coincidence, or period of higher throughput...?)

When it's been working it's been great - just not stable or reliable. 

I'd love for someone from Virgin to take ownership of this and get it sorted.

Hopefully....

  • Client62's avatar
    Client62
    Alessandro Volta
    8 months ago

    As far as we are concerned Hub 3 + VM Pods locks you into enabling Smart Wi-Fi
    meaning there is no escape from Wi-Fi instability and random dropouts during Hub 3 auto channel changes.

    We do not have VM Pods,  preferring a pair or TP-LINK Wi-Fi Access Points on fixed channels,
    we can stream TV / use Zoom without any glitches.

    • DavidThatsMe's avatar
      DavidThatsMe
      Tuning in
      8 months ago

      Thanks for your reply, but it doesn’t really help with the root problem with the WiFi Pod disconnecting 

      I don’t feel like I should have to buy additional equipment when Virgin Media have a WiFi Max guarantee which I can’t get the benefit from because their Pod solution is unstable.

      Does anyone from Virgin read these discussions?

      • AnotherHub3's avatar
        AnotherHub3
        Tuning in
        8 months ago

        Hi

        I had my failed Hub 3.0 replaced yesterday and am experiencing the same. VM Connect does find the hub or pod and I have followed all instructions noted elsewhere. Did you get a reply from VM?

         

  • DavidThatsMe's avatar
    DavidThatsMe
    Tuning in
    8 months ago

    So the technician visit resulted in an order for a second Pod (but I don't think he was very convinced this will fix it).
    He suspects a 'provisioning error' but said he can't do anything to fix that.

    Virgin Media - can you help??

  • DavidThatsMe's avatar
    DavidThatsMe
    Tuning in
    7 months ago

    Second Pod arrived and plugged in. It will not connect at all.
    So I'm now on my third Pod and the best I've seen is about 12 hours continuous connection.
    So much for WiFi Max ! 😥

    • John_GS's avatar
      John_GS
      Forum Team
      7 months ago

      Hi DavidThatsMe 

      There are a few requirements for the Pods to work with our Hubs:

      •    The Hub must be in 'Router Mode' and not have been changed to 'Modem Mode'.
      •    Channel Optimisation must be left on.
      •    The SSIDs must be the same and broadcast enabled.
      •    The SSID must be password protected.
      •    The Passphrases of the SSIDs must match.

      As long as all of the above points are all met then the Pod should automatically connect to your Hub's Wi-Fi and begin broadcasting. The wireless details from the Pod will be the same as the Hub's details, so no additional steps are required to connect the devices in the home.

      This link will help though if you do have any issues: https://www.virginmedia.com/help/setup/intelligentwifipod

      Keep us posted if still needing help.

      • DavidThatsMe's avatar
        DavidThatsMe
        Tuning in
        7 months ago

        Hi John_GS - thanks for posting.
        All of the above requirements haev been met from the beginning, but it's just not worked like it should.
        Had a power trip yesterday evening, and when it all rebooted the Pods have connected again (seems to be the case when the router is rebooted).
        I'll monitor things and see how it goes, but I suspect if a Pod drops, it will fail to reconnect without a Hub reboot, which is pretty inconvenient.

  • legacy1's avatar
    legacy1
    Alessandro Volta
    7 months ago

    You should send the pods back and just get your own wifi router with 1Gb ports and hub in modem mode

  • DavidThatsMe's avatar
    DavidThatsMe
    Tuning in
    7 months ago

    And so it repeats - about 24 hours after connecting, both Pods have dropped off. What’s worse is that they keep their WiFi clients connected, leaving them with no internet access!

    As I expected, power cycling the pods has not  got them to reconnect, so the only option is a hub reboot, but I really don’t think it’s worth it. There is clearly a fundamental issue with the way my hub / internet is set up which is causing the pods to fail this way.

    Who do I contact to progress this?

     

    • Kath_P's avatar
      Kath_P
      Forum Team
      7 months ago

      Hi DavidThatsMe, 

      Thanks for coming back to us with an update. We're sorry to hear this is continuing to happen. 

      Checking things here, I can see that you've spoken to the team and they have arranged a replacement hub for you. Please let us know how things go once this arrives. 

      When it does, the pods will likely need to be re-provisioned in order to work with the hub. Pop an update here and we can get this done for you. 

      Thanks, 

      • DavidThatsMe's avatar
        DavidThatsMe
        Tuning in
        7 months ago

        Thanks @Kath_F
        I'm glad that you can see that a replacement hub has been arranged. When I look in my account at 'Orders and appointments' there is no mention of it, nor have I had any messages from any shipping firms about it being on its way.
        When I spoke to the team I asked about the Pods - they said that they would be already provisioned for the new hub - but I would be pretty surprised (but very pleased!) if they work straight away.

        I'll keep this thread up to date with any progress.