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Toboli
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Wifi not working

my wifi doesn’t work!

we are home working, home schooling and the wifi doesn’t connect to devices or is very slow. The 2 Virgin boosters I have don’t seem to do anything. The App doesn’t help. I restart, rest the internet almost every day. Can someone please assist??

I am extremely frustrated with Virgin Media. My wifi has not been working for a long time and I have been trying to contact them but have failed at every attempt e.g. SMS, still waiting for a response from 4 weeks ago. E mail, receive response saying that the inbox is full. Twitter, told to post on the community.

 

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gary_dexter
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Re: Wifi not working

Does a wired connection work?

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Rachael_F
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Re: Wifi not working

Hi Toboli,

 

Thank you for your post regarding your wifi issues. I'm sorry that you've been having trouble addressing this, we'd be happy to take a look.

 

Gary has asked a rather sensible question above. Could you please confirm whether wired connections are also affected by the problems you've mentioned? I appreciate that you'd like to use wifi on a daily basis, but an ethernet connection should give a better idea of the service entering your home.

 

I haven't been able to identify any issues with the levels reported by your hub itself, but it does look like there may be some congestion in your area. I'll go ahead and escalate this to our network team for further investigation, hopefully they'll be able to make some improvements.

 

In taking a closer look at your individual service, there are indications that you have at least one device which is too close to your hub and causing potential interference. Have you got anything near your hub which could be moved further away or connected via ethernet? This includes things such as TVs, speakers, PCs; as well as ensuring that the hub is out in the open with a 1m clearance from furniture or other fittings.

 

Thanks,

Rachael

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Toboli
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Re: Wifi not working

Hi Rachael,

Thanks for the reply.

The wired connection appears to work ok currently so just seems to be the Wi-Fi that I am experiencing issues with.

the router sits off the ground and free from interference and the closest item (TV)  that is connected to the Wi-Fi is approx 3 meters away.

I have had to set up a temporary office that puts my desk near the router as my system is in the oppose side of the house and the Wi-Fi does not seem to work reliably there, despite having boosters.

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gary_dexter
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Re: Wifi not working

Have you refined the Wifi?

Split the 2.4Ghz and 5Ghz bands, chose less congested channels for them?


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Toboli
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Re: Wifi not working

Thanks for the feedback. I am resetting the router / boosters most days and therefore understand that it should then find the best channels but the problem persists.

the Hub 3 router is several years old and am thinking that perhaps the router is not working as it should.

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gary_dexter
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Re: Wifi not working


@Toboli wrote:

Thanks for the feedback. I am resetting the router / boosters most days and therefore understand that it should then find the best channels but the problem persists.

the Hub 3 router is several years old and am thinking that perhaps the router is not working as it should.


No you need to set manual channels.

And also manually split the Wifi bands. 


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Toboli
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Re: Wifi not working

Thanks for the reply, however, I’m not exactly sure what splitting the wifi bands is or how to do that?

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John_GS
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Re: Wifi not working

Hi Toboli,

 

Thanks for posting and apologies for the WiFi issues. 

 

I've checked the system today and there is a congestion issue affecting the service. 

 

F008754257 is your reference number and the estimated fix date is the 4th February 2021.

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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Toboli
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Re: Wifi not working

Thanks for the reply John, but this issue has been ongoing for months. Has this congestion really  been going on that long?

I would like to think that Virgin Media may look at compensating the people affected as it’s a bit grating to that my direct debit is taken each month but the service being provided is clearly not what I  signed up to.

Despite all my attempts to try and actually speak to someone (which I have not been able to do) I am having to work off an alternative network from Virgin Media due to its unreliability.

I have asked this question before, but can you please advise how I actually speak to someone?

I would like to cancel my broadband with Virgin due to the ongoing issues but it seems it is made impossible to speak to someone.

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