“Your home network has a few problems”

[Mark1871]

Been having issues with Wi-Fi signal for a while now. I’ve rebooted the Hub 3 so many times it is getting ridiculous. Today I checked the settings online and ran a test. This is what it said:

“Your home network has a few problems”

nothing else. No advice on how to rectify the “problems”. Can someone from VM please come back to me to advise what I need to do to get a Wi-Fi signal and broadband service worthy of the money I am paying. 
thanks. 

[Kath_F]

Hi Mark1871,

Thanks for your post and it's great having you back in the Community. 

I'm sorry to hear that you are having continued issues with your connection. Checking our systems, I can see all is looking well with the Hub in terms of power and signal levels, uptime and time outs. There are no faults open that may be affecting you either. I can see all the devices are connecting through the WiFi. 

There are so many things that can influence a WiFi connection some of which include but are not limited to, a fish tank being in the same room, walls being built with concrete instead of brick, it could even be that your next door neighbours router is interfering with yours. Due to this, we are only able to offer limited help. Please have a look here: WiFi Help.

The Hub's location could also be causing the coverage problem so we do need to check the positioning of it. Can you please ensure the following: 

• Out in the open
• Next to the TV not behind it
• Away from large bodies of water (e.g. fish tanks)
• Away from baby monitors and cordless phones

Think of the Hub as a radio, and WiFi as the sound - the further away you are from the radio, or the more obstacles that are in the way (walls, electronic devices etc.), the quieter the radio & the poorer the WiFi. 

If that doesn't help, you can download our Connect App which will allow you to scan areas of your home and will offer help. You can view more information on that here. 

Finally, you can view more about our new WiFi Max service here. 

Please keep us posted on how you get on. 

Thanks, 

[Mark1871]

Thanks for the reply. It seems to just be signal from the router to devices like our Ring camera. The router is in the only place it can be sat because of the cables. I’m told it will cost me to have it moved which isn’t an option at the moment. It is next to the TV and the door that leads to the hallway and within 12 feet of the Ring camera and doorbell. No obstacles in the way. All internal walls are stud walls. No brick. 

[jbrennand]

Might be worth doing this experiment it has helped many customers sort their connection on 2.4GHz devices that seem to get "confused" by VM's so called Intelligent Wifi".
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Go into the Hub’s settings. Type in  http://192.168.0.1  into your web browser’s url box and login with settings password on the Hub's base sticker (or your own if you changed it). Then in Advanced>wireless signal >smart wifi - tick the disable “channel optimisation” box and “Smart/Intelligent Wifi” boxes and save the settings (n.b. there may be different pathways and wording to find the "boxes" on the 3 Hub types

Then, go to advanced>wireless signal>security, and rename the 2.4 & 5 GHz network SSID's.  Just type over them to change 'em to whatever you like and something that will differentiate them (e.g - Mark_2 & Mark_5) Try to avoid spaces and periods in the SSID names as they can cause issues with certain devices. Use the same password for simplicity,  Then, save/apply settings and restart the Hub.  Your 2 wifi networks will now be clearly separated - and you can then select the network you want each device to connect to… individually from the "available networks" list on each of your devices. 

Note all your wifi devices will need re-connecting to the new SSID's and passwords.
All things being equal, 5 GHz is always better/faster and subject to less congestion/interference (and is better for iDevice speeds than the 2.4 one - although the 2.4 one has the better "range" and will be needed when the 5 GHz drops out of range and some older/cheaper/dumber or “specialised” devices can only use this one. 

You should also use a wifi analyser App (or Airport Utility on iOS) to check which 2.4 channels are being heavily used around you and move yours to one of numbers 1,6,11 that is least so, but it wont help if there is other interference.

See if these changes help - you will lose any “seamless roaming” benefits but it may not matter and you can always change the settings back by doing a " pinhole factory reset " if you prefer the way it was - or it doesn’t help.

[David_Bn]

Good Evening @Mark1871, thanks for your post on our Community Forums, and I'm sorry to hear of the connection issues you've been experiencing.

Can you please provide us with an update on the services?

Have you been able to put the helpful advice by @jbrennand to the test to see if this helps resolve the issue?

Kindest regards,

David_Bn

[Mark1871]

No change. What else can I say? 

[legacy1]

Just send them a new hub 5 see what they make of that...

[Mark1871]

I would like a broadband service worth the money I’m paying. Not looking for anything other than that…

[David_Bn]

Hi @Mark1871, can you please confirm if you followed the suggestion of splitting the bands as suggested by @jbrennand?

You may find that specifically placing certain devices on certain bands may be beneficial.

Kindest regards,

David_Bn 

[Mark1871]

Everything suggested has been done. No change. What next?

[Mark1871]

Weak wifi signal still an issue and nobody at Virgin Media seems willing to help put it right. I’m obviously not and expert but if a device cannot detect a Wi-Fi signal from within 10 feet of the router I’m pretty sure that means something isn’t right. I call and I’m told to come here. I come here and try all tips given and nothing changes. Next step is???