Wireless issues

[mizaru]

Hiya, been a Virgin broadband customer for a few months now and had nothing but issues with the Wi-Fi. I r called their useless support line a few times and lost my sh*t with a few people but because ‘everything looks ok from their end’ I just go round in circles.

The Wi-Fi SSID is visible on all devices and I can connect, but even though everything looks like it’s working, I’m often disconnecting, reconnecting, rebooting the hub etc to try and get and keep a descent connection.

I’ve used the VM Connect app that tells me everything near the router is strong and everything behind a wall or two is a little.

Anyone able to through out some ideas?

thanks.

[jbrennand]

See this for info..

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Do you know if its a wifi only issue (ethernet connections are ok?), if it is - then On a Hub3/4/5, you could first try separating the SSID's of the 2.4 and 5 GHz wifi bands by renaming them in the settings At the same time switch off "channel optimisation/Smart wifi” and “ apply and save the settings. All wifi devices will now need reconnecting to the best SSID at each location. Also use a wifi scanning App to find the best wifi channels to use (just select and use channels 1,6,11 on 2.4GHz) - this often helps Hub users get better wifi performance - so its worth trying - but its still no substitute for getting better kit 🙂

To address the wifi issues, VM now supply “wifi Pods” (no longer doing cheap and cheerless and poor value “boosters”). However, their Pods are only free to customers on the 1GB, Volt (or old Ultimate Oomph) packages - is that you? If so they are worth trying - they should work for you. VM Wifi is now “guaranteed” to 20 Mbps/room it’s now called… Wifi Max
See if anything in here helps….

https://www.virginmedia.com/wifi-max

You call 0800 064 3850 to order the first one after scanning for blackspots using the connect App.- or just wait here for a VM person to respond in a day or two and they will sort the first one for you. If you do call dont get fobbed off by the offshore CS agents' saying you aren’t eligible it will be £5 or £8 month - you are… and it wont be - just look on the webpage.

If not free to you… you will be charged £8/month (note - BT charge £10/mo for their whole home wifi solution). It’s a simple solution and should work for you. However, you would soon pay off that cost by buying your own wireless solution that will be yours to own and use forever, although the VM Pods should be a simpler option.

If you do want to invest in better equipment, you would need to get either a… (1) Mesh System, (2) Wireless router, (3) Wireless access point (4), (5) a pair of good quality Wifi Powerline Adaptors, or a combination of (2&3).

£40-100 (that’s ~4->12 months of Max Pod rental) should sort it for most customers with an average property and usage. Spend more for additional advanced“features” - if required.

[Client62]

Purchase a suitable Wi-Fi Mesh system to provide sufficient coverage in your property.

[Martin_N]

Hi mizaru,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the issue you've had with your broadband service. 

I have taken a look on our side and I am unable to see anything that could be causing this. 

Can you confirm if you are still having this issue?

^Martin

[mizaru]

Thanks John, there’s a tonne of info in your reply which is much appreciated. Yes all Ethernet connections are fine, this is a Wi-Fi issue.

I’ll explore details in your reply and see how I get on.

Many thanks,

Andy

[mizaru]

Thanks, yes I think this is another good option to explore.

[mizaru]

Hi Martin,

Yes I appreciate that it will look like all is well, but in reality the Wi-Fi in some parts of the property is unusable and I have to reboot the Hub far more than I ever have had to with previous suppliers.

Andy

[Ashleigh_C]

Thank you @mizaru 

Can you post your Hub status and logs? How to do this;
• Please go to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode),
• Don't log in, click on 'router status'
• Copy/paste the data from each of the tabs as text into a 'REPLY' as opposed to 'QUICK REPLY'. Please do not include your MAC address.
Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc 
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum
 

[mizaru]

Here you go…

Status

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel (Hz)	139000000	Locked
Ranged Upstream Channel (Hz)	39400009	Locked
Provisioning State	Online

Downstream

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	139000000	-0.9	37	256 qam	1
2	147000000	-0.9	37	256 qam	2
3	155000000	-1.2	37	256 qam	3
4	163000000	-0.7	37	256 qam	4
5	171000000	-0.5	37	256 qam	5
6	179000000	-0.4	37	256 qam	6
7	187000000	-0.2	37	256 qam	7
8	195000000	-0.2	38	256 qam	8
9	203000000	-0.2	37	256 qam

Upstream

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	39400009	29.8	5120	32 qam	8
2	46200092	29.8	5120	32 qam	7
3	60300020	30	5120	64 qam	5
4	53699990	29.8	5120	64 qam	6

[mizaru]

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	1	0

Configuration

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt053-b.cm

Primary Downstream Service Flow

SFID	18362
Max Traffic Rate	575000000
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	18361
Max Traffic Rate	38520000
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffor