WiFi connected but no internet

[JB80]

Hi, I am a new virgin media customer and experiencing major issues connecting the internet via WiFi. Connection to WiFi is strong but after a few minutes get the message 'connected but no internet'. If I disconnect and reconnect the device to the WiFi network the Internet returns but only for a few minutes. Please can you help. Thanks

[jbrennand]

Wifi can be flaky - but you could try this
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If you haven't done this already - try it first - it helps sort some Hub3/4/5 wifi issues for some devices.
Go into the Hub’s settings. Type in  http://192.168.0.1  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 “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 - Billybob2 & Billybob5) 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 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 numbers 1,6,11 that is least so, 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.

[JB80]

Thanks for your advice. I spent a couple of hours playing around with it this afternoon and did as you suggested. It was working really well until about 7pm and then started dropping out every couple of minutes so not usable.

My next door neighbour has VM BB and says his works without any issue.

Not sure what else I can try.

[jbrennand]

See this
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Can we just check first... are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

What Hub model is it? What are the various Hub lights showing/doing when this happens if a Hub3 is the base light a steady white(ish) or flashing green?
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If it is just wifi...... To address the wifi issues, VM now supply “wifi Pods” (no longer doing cheap and cheerless “boosters”). However, their Pods are only free to customers on the 1GB, Volt (or old Ultimate Oomph) packages - is that you? If so they are worth trying - they should work for you.

You do have to call  0800 064 3850 to order the first one (cant do it online the website is borked) - or try the web-chat or Whatsapp functions (that has worked for some) - or just wait here for a VM person to respond in a day or two and they will sort the first one for you .

If not… you will be charged £5/month (note - BT charge £10/mo for their whole home wifi solution). It’s a simple solution and should work for you. However, you would soon pay off that cost by buying your own wireless solution that will be yours to own and use forever, although the VM Pods should be a simpler option.

You would need to get either a… (1) Mesh System, (2) Wireless router, (3) Wireless access point (4) A combination of (2,3).

£30-100 (that’s ~6->20 months of Pod rental) should sort it for most customers with an average property and usage.

[JB80]

Thanks again for the advice.

Connection today has been terrible. Call VM and they are sending me 1 booster to try.

Pretty sure it is only WiFi that is the issue. However I have a garden office that has a tp link wifi router connected via 20m of Ethernet cable. The connection via this router has been very intermittent today as well. 

Can't wfh with Internet as is so will have to go to office which is annoying.

[JB80]

Additionally I am supposed to get 1gb, but for 2 hrs this morning was only get 10mb. Couldn't connect to ms teams etc.

[jbrennand]

What TP Link model of router is it? Is it in access point/bridge mode or in router mode? Is your VM Hub in modem or router mode?

[JB80]

Hi,

Vm hub is in router mode.

Tp link router is is ap mode.

I was with bt before and broadband and WiFi worked perfectly (with the bt hub and tp link access point). I was tempted away by the giga bit bb and tv package.

Not quite sure how the vm boosters will solve the problem as even with 5 bar WiFi signal, the connection to the Internet is lost. If I disconnect device and reconnect 9/10 Internet connection resumes. I think it is the vm hub channel interference. Tempted to get a 3rd party high quality router.

[JB80]

Only getting 12mb this evening.. 

[Nathan_B]

Hi there @JB80, welcome back to our forum and thanks for your post.

I'm sorry to see that you have been having issues with your speeds. I'm glad to see the team are sending a booster to try and help. Have you now received this? If so, has there been any improvement with the connection?

If there has been no improvement I would recommend checking our WIFI help page here to see if any of the steps help.

If you need any further support with this let us know, we will be happy to help.

Regards

Nathan