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WiFi works on all devices but 1

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We have a hub 5. The WiFi is working fine on all of our devices except one laptop. It's just saying connected with no Internet. Tried calling customer support but all they want to do is charge us to go through to Virgin technical services. Any ideas on how to fix this? 


Very Insightful Person
Very Insightful Person

The Hub 5 uses the latest AX wifi 6 protocol and some older devices struggle to connect.  Try setting the Hub to a "legacy" setting as below;

Access your Hub by navigating to
Login with the default login info (on base of Hub) unless you've already updated it.
Go to Advanced Settings > Wireless > Wireless signal
In the Wireless frequency 2.4GHz select Wireless mode > 802.11b/g/n/ax mixed
Select Apply changes

Also check you didn't accidently block the laptop using the VM Connect app.  If so, you may have to pinhole reset the Hub, as I believe the app doesn't always unblock devices correctly.

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