Virgin Media Community

[Cybervision]

Hi, I have 1 gig broadband, hub 5 and three wifi pods. Ever since I have had the hub 5 I've had connection issues with a variety of devices. 

I have two wifi pods with one ethernet port and when connecting they have white light that flash. The newer pod I recently had has two ethernet ports and flashes green light when connecting. 

When ive used these pods i had one of the older models plugged in to a cat 6 port in a room away from the main router and get a relatively decent speed of 250mb when im connected to that at 5ghz. The connections for the whole wifi in my home seem to go down very often and all the pods start to flash and I've reset the hub many times and called tech support people who cut me off all the time or just tell me to reset my hub. I can't do this almost every other day. 

I therefore tried connecting both older pods to ethernet sockets in my home leaving the newer two port one out the system.

I tried speed test and was getting 250 download on all connected pods which I was happy with. 

I then replaced one of the older single ethernet pods with the newer double ethernet pod which has a green light when connecting ( as a needed an ethernet port to plug my laptop in to it). 

I made sure i was connected to the specific wifi pod and ran a wifi speed test. With this newer pod I was getting only  38mb download. 

Nb. Every time I run a test the upload speed always seems to max out at what I should be getting. Around 50mb.

Can anyone tell me if this wifi pod may be defective or not properly showing on my account making this happen? I'm also trying to find out if this pod should be displaying a green light as it's a newer model or should it still be white when connecting as the older ones? 

• I've come here as tech support abroad just don't seem to understand what I'm explaining to them and nothing changes.

Many thanks  

[Cybervision]

Update, I contacted tech support a couple days ago. They said If thr speed was slow from only the most recent pod with two ethernet ports it may be defective. They sent me a new one out.

I've now received it and similar results. When I use my phone to check potential WiFi speed, just in wifi settings on my Samsung phone. All the older pods show 433mbs, when I'm connected and next to the new pod it fluctuates from 96, 120, 200 etc. 

I was wondering if my.phone was struggling to decide to latch on to the 2ghz or 5ghz due to some issue with the new pods ? 

If anyone has any thoughts let me know. Cheers 

[Travis_M]

Hi @Cybervision 

Thanks for posting on our community forum and sorry to hear about the issue with your WiFi.

I've had a remote check and can see you've got one of our new pods scheduled for delivery, can you keep us updated with how you get on once this is set up and installed? All power / signal levels do look fine to me so I cannot see any stand out issues

Regards

[Cybervision]

Hi,

I received the new pod as described in my second post. Initially this seemed to fluctuate on the speed that it was producing for downloads, I believed it wasn't transmitting 5ghz, from looking at my wifi settings on my Samsung phone. however  uploads seemed consistent. I've left it for a day and seems to have settled down and my phone must be now picking up the 5ghz OK.  

It may be useful for people to know that the new pods flash green instead of white. The set up instructions talk about white flashing light which is the older model and if the older ones flash green I believe there is an issue. So maybe the connect app should have some info. In the faq's saying the new wifi pods flash green. 

I have had to set up all my pods via permanent  ethernet connections as they kept going down every other day before and having to constantly reset my hub 5. Whether that was because of the defective wifi pod that was replaced I don't know, maybe that was messing the system up??? I don't want to mess the network up so im leaving them as they are.

If I encounter any further issues I'll let you know..cheers for getting back to me. 

[Adri_G]

Hey Cybervision, thanks for the reply and for sharing more on this.

We're sorry to hear of the issues being ongoing after you received a pod replacement, please allow some time for them to adjust to your home environment as this would take approx. 5 days in order to then reach max capacity.

Also, we can advise the 2-ethernet pod is ideally to be placed at the nearest point to the hub and the other two can go further away from it.

However, your pod light must switch off after 2 mins from the time it was plugged on - if it doesn't, it may be defective or have problems with getting a connection on if too far from the hub (or nearest pod).

You can find more info here on how to connect your Wi Fi Pods and use the Connect App to check the quality of your signal / coverage and troubleshoot your pods, hub and service.

Let us know how things go and if you notice any issues with your wireless speeds after this time.

We'll be glad to assist you.