WiFi signal but no internet

[Gr8manc]

Been onto virgin three times now and getting no where, same advice resetting hub we will monitor it etc and advisors just don’t seem to want to know with one even suggesting I needed to upgrade my package, what’s the point if I can’t use it!!! All devices randomly are having the same issue where connected to wifi but no internet connection. All fine if connected via Ethernet. Whole house is fed up with me not getting it resolved.

[Client62]

Using the VM Hub admin menu ( not the Connect app ) make sure :

1) Wireless Pausing is Disabled
2) MAC Address Filtering is Disabled. 
3) The VM Hub is using Wi-Fi Channel 1 or 6 or 11 on the 2.4GHz band.

[Client62]

4) Disable Smart-Wi-Fi

[Gr8manc]

Thanks Client62 - done all those but couldn’t find the Wireless pausing anywhere in the menus. I have a Hub3. Will see if everything else you suggested makes any difference.

[Client62]

Hub 3 Disable MAC filtering to re-enable Paused devices

Login to the Hub's menus at http://192.168.0.1

1) Advanced settings >>> Wireless >>> Security

   1.1) then set Wireless MAC Filtering to Disabled    ( This is Wi-Fi Pausing in the Connect app )

   1.2) "Apply changes"
 
2) Advanced settings >>> Security >>> MAC Filtering

    2.1) then delete all entries in the MAC filter list

    2.2) Enable Always on

   2.3) "Apply changes"

[Gr8manc]

Despite the changes the issue remains. Looks like it’s going to take a phone call and demand for an engineer to sort, if there’s such a thing as an engineer anymore as VM certainly don’t like sending any out

[Alex_RM]

Sorry to hear you're still having some connection issues Gr8manc,

Can you confirm if there are any problems with a wired connection? 

Does disconnecting some of the wireless devices help?

Alex_Rm

[Gr8manc]

Hi Alex

wired connections seem fine. Number of devices connected doesn’t seem to make a difference either. Raised a complaint but the answer back was to contact call centre or live chat, does nobody read what the issue is??? Very frustrating 

[Matthew_ML]

Hey GR8manc, thank you for reaching back out and letting us know this.

Let me send you a DM and we can do some digging into this 🙂 

[Gr8manc · Accepted solution]

Well after finally getting an engineer visit he reckoned Hub was faulty and no amount of fiddling would fix it so he replaced it. Been over 2 weeks now with new Hub and no problem since! Not the first time my issues have been resolved with a new Hub, they don’t seem to last more than a few years before glitching.