WiFi issue

[Chiv78]

Hi

Recently changed my broadband package over from m250 to volt m350. Due to poor WiFi signal. I'm using hub 3.0. Both my partner and I cannot connect to the WiFi now since changing over. We are using android honor x8 mobiles. Virgin telling me its our mobiles. I contacted honor they see no issue with mobiles. Virgin spilt the WiFi  2.4ghz and 5ghz. We can connect to 2.4ghz but not 5ghz. My kids using iphones, and all other devices are fine. They connect to 5ghz.

Had a virgin booster pod delivered yesterday and we can connect to that on 5ghz. Is the hub faulty? Could someone please tell me what's happening or is anyone else having the same problem? Or found a solution? 

[Adduxi]

If all other devices were working on the 5Ghz band before the Pod was installed, I would doubt if the Hub is faulty.

Also, the Pod will not work if your Hub has a split SSID, as the Pods rely on this to work?  Are you sure that VM did this split?  It may be you will need to pin hole reset the Hub to get it back to "out of the box" settings.

[Chiv78]

Hi

thanks for the reply.

We had the WiFi problem before the booster pod arrived. I was just saying we could connect to that on 5ghz but not the hub. 

Virgin did do the spilt so we could connect to 2.4ghz. This is now changed back to out of box settings. 

When I reset the hub we do connect to 5ghz but for only a few minutes.

Will I need to split again?  Or is they something we are missing with our phones? 

[Adduxi]

You cannot use a split SSID with the VM Pods, they will not work otherwise.  The whole VM Intelligent Wifi relies on a single SSID and the Wifi Optimisation running on the Hub, i.e. out of box factory settings.  If the phones are using the 5Ghz band via the Pod, I'm guessing the "Intelligent" wifi is steering your phones to the Pod over the Hub.?

One other thing, you haven't used the VM connect app to pause your phones at any time?  Just check the MAC blacklists just in case, but the pinhole reset should have reset everything on the Hub.

[Chiv78]

Hi

The split WiFi was done before the booster installed. A reset was done before booster arrived. So only 5ghz now.

We managed to connect to hub for a few mins but can connect to booster when near it.

So you are saving splitting again would not work with the booster? That means I need the mobiles connected to the hub for one 5ghz signal.  A factory reset on both hub and mobile did not work. 

[Adduxi]

You can't split the Hub's SSID if you use the VM Pods. 

[Chiv78]

Yes. The problem is my 2 x8 honor mobiles are not connecting to the WiFi hub. They did before but since Friday are connecting to hub. Both hub and mobiles have had factory resets. Both technical supports are blaming each other. I really don't know what to do. 

[Adduxi]

Yes, a strange problem.  However if they are connecting with the 2.4Ghz band to the Hub and the 5Ghz band to the Pod, will that not suffice?  If it suddenly stopped working, it may hopefully fix itself in due course?

[Chiv78]

Hi

The hub has gone back to factory settings. So I will need virgin to spilt the bands again. The problem with going back to 2 bands is that we hand to manually connect to the booster once the hub WiFi signal had gone. That was very annoying. 

[Sabrina_B]

Hi @Chiv78.

We do not advise that you split the network as the pods will not function correctly if you do this and potentially cause further issues and congestion problems, if you are facing a Battle with various devices and signal issues we would need to bring you into a private message to discuss and resolve this.

Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
 

Thanks.
 

Sabrina