Virgin Media Community

[Wal77]

Hi, I'm having issues with my wifi. The wifi keeps cutting out or we get terrible signal. Everytime someone games, watches Netflix or on the internet. They experience lag, videos don't load despite being connected. I've tried rebooting the hub on numerous occasions and the troubleshooting says there is no problem with connection in the area. We had an engineer replace the hub few months ago. 

[jbrennand]

See this
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Firstly... Can we check… 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?

[Wal77]

Hi, thanks for responding.

I have the hub 3 and the light is always a steady white. When I'm watching YouTube for instance and the video keeps loading. I've checked the hub to see if the lights were flashing and it's been the white light.

It's only evident with the wifi connection. My TV is connected to the ethernet but it does suffer a little bit. Less than the devices connected to wifi. I've done the basic troubleshooting from the forums and the app, still getting nowhere. I first thought it was in my area but it's been happening on and off 

[Adri_G]

Hey Wal77, thanks for posting on our help forums and welcome to our community.

Sorry to hear of the problems you've been having with your home network and poor wireless connection that's causing drop outs when gaming or streaming videos.

This issue can be resolved by adding a WiFi Pod (our wireless signal booster) where the signal levels are low or we detect a blind spot inside the house, please have a read here about our Wi Fi Max service for more.

Could you please tell us if you've scanned your home on the Connect App to see whether poor signal is the cause of this?
Also, could you confirm which package you subscribe to for broadband as our WiFi Max can come without cost on our Volt, Oomph and 1Gig Speed bundles but can be chargeable for other customers?

Let us know and we're happy to assist further.

[Wal77]

I have scanned my home with the on the connect app and downstairs where the hub is located shows 549Mbps whereas upstairs shows 13 to 14Mbps. We are on the M500 broadband package and not looking to upgrade. Is there still a possibility to get a wifi booster/pod depending on the mentioned speeds above?

Many thanks

Walter