WiFi partial and complete dropouts

[e467jz]

Hello forum

We’ve got VM250 but get a lot of issues with WiFi dropping out either for all devices or several devices. We have to restart the router almost daily and it definitely cannot cope on the days when my partner and I work from home - we don’t do anything too strenuous, we don’t both hold video calls at the same time or stream etc. One or both of us will experience a loss of connection or severe slowdown most days that we’re both at home working - right now my partner is on a VoIP call but having to use 5G/mobile signal as the WiFi wasn’t providing a stable connection for the call.

Our house is a standard 3 bed semi and the router is at the front corner, not in a cupboard or otherwise obviously blocked in. 

Any tips?

thanks all

[jbrennand]

see this...

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Firstly... Can we check… are your 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 on one 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?

It could be just a wifi issue if so see this...

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Do you know if its a wifi only issue (are ethernet connected devices ok?), if it is - then On a Hub3/4/5, you could first try separating the SSID's of the 2.4 and 5 GHz wifi bands by renaming them in the settings At the same time switch off "channel optimisation/Smart wifi” and “ apply and save the settings. All wifi devices will now need reconnecting to the best SSID at each location. Also use a wifi scanning App or Apple Airport Utility) to find the best wifi channels to use (just select and use channels 1,6,11 on 2.4GHz) - this often helps Hub users get better wifi performance - so its worth trying - but its still no substitute for getting better kit 🙂

To address the wifi issues, VM now supply “wifi Pods” (no longer doing cheap and cheerless and poor value “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. VM Wifi is now “guaranteed” to 30 Mbps/room it’s now called… Wifi Max
See if anything in here helps….

https://www.virginmedia.com/wifi-max

You call 0800 064 3850 to order the first one after scanning for blackspots using the connect App.- 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 you do call dont get fobbed off by the offshore CS agents' saying you aren’t eligible - if you are - it is clearly stated on the webpage.

If not free to you… you will be charged £8/month for up to 3 pods (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.

If you do want to invest in better equipment, you would need to get either a… (1) Mesh System, (2) Wireless router, (3) Wireless access point(s), (4) a pair of good quality Wifi Powerline Adaptors, or a combination of (2&3).

£40-100 (that’s ~4->12 months of Max Pod rental) should sort it for most customers with an average property and usage. Spend more for additional advanced“features” - if required.

See the post from “newapollo” in this thread for a guide to scanning and ordering Pods….

https://community.virginmedia.com/t5/Networking-and-WiFi/Impossible-to-request-a-POD-via-VM-Connect/...

[e467jz]

Good afternoon

Thanks for the reply and sorry for the delay.

I'm not sure if the issue affects ethernet-cabled devices - when the wifi sporadically goes down for some devices, I'm not always able to grab a laptop, power it up, plug it in to check the ethernet connection. The issue randomly affects certain devices - one laptop will experience a huge slowdown/lack of connect whilst another laptop/phone/TV will be fine. I've done a speed test on my phone during another device blackout and it was fine.

It is a Hub3 and there's a constant red light on - is that it overheating? It's been like that for many months. I have tried doing a factory reset but it came back on red.

I've not tried messing with the Hubs wifi settings, I shouldn't really have to. Whenever I do a scan through the VM app, it's fine, but of course ironically I can't do that scan when the Wifi to my phone drops out.

Given the Hub light is red, do I need a new Hub? And Wifi Pods? I can get them free via o2.

Any help from yourself or VM agents will be appreciated

[Martin_N]

Hi e467jz,

Thank you for your post. I'm very sorry to hear about the issues with your broadband service. 

If the hub light is still red then we will need to get the hub changed. 

I will private message you now to confirm your details. 

^Martin