iPhones and iPads connect to wifi but no internet

[mspillman2801]

Hi,

I can see this seems to be a recurring theme across a number of message boards when it comes to Virgin Wifi and especially the Hub 3.0. My Apple products, iPhone 11 Pro, iPhone 11 Pro Max, iPad Mini & iPad Pro will connect to my Wi-Fi fine, but will then periodically lose connection to the internet. This happens throughout the day, every day without fail. The only way to gain an internet connection is to turn off the Wi-Fi on the device and then reconnect and the internet connection will be back until it then goes again, sometimes within minutes other times within hours.

I have tried all of the usual advice that is on these message boards such as resetting the Hub or resetting the device but this makes no difference. All other devices in the household seem to connect absolutely fine, such as laptops and desktops and even Alexa devices.

Would moving to the Hub 4.0 stop this from happening? And if so is there a Virgin Rep on here who could arrange to have one sent to me please?

Happy to listen to any other advice people may have also.

[jbrennand]

If you haven't done this already - try it first - it helps sort some Hub3 wifi issues for certain devices.
Go into the Hub3 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>smart wifi - tick the disable “channel optimisation” box and save settings.  Then, go to advanced>wireless>security, rename the 2.4 & 5 GHz network ssid's.  Just change 'em to whatever you like and something that will differentiate them (e.g - xxxxx_2 & xxxxx_5) -- use the same password for simplicity,  Then, apply settings and restart the Hub.  Your 2 wifi networks will now be clearly separated - and you can then select the network you want to connect to individually from the "available networks" list on each device. 

Note all your wifi devices will need re-connecting to the new SSID's and passwords.
5 GHz is always better/faster and subject to less interference (and is better for Apple devices ) than the 2.4 one - although the 2.4 one has the better "range" and some older/cheaper/dumber devices can only use this one. 

You should also use a wifi analyser App 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. The Airport Utility has a scan feature you can enable on the iPhone (in Airport settings).

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.

[mspillman2801]

Thanks for the recommendation John but I have tried this also previously and made no real difference. 

I’ve seen a number of people report this issue and it seems like it’s an issue with the Hub 3.0 in general.

[jbrennand]

What DNS server are Apple devices set too.

Look in settings>wifi>click the blue "i">IP address

Mine is set to 10.0.1.41 which is in the router's"range" (as the router is 10.0.1.1) and configure DNS is automatic

Is yours similar? And is it the same as in the Android devices?

Some people prefer to use the google DNS i.p at 8.8.8.8' or Cloudflare's at 1.1.1.1.

[mspillman2801]

The IP addresses on all of the devices are well in range and the DNS are all set to Auto. I tried pointing the DNS to other addresses including those that you mentioned but that has made no difference.

It is such a frustrating issue, as I am having to use my phones data constantly throughout the day as the wifi just continually loses internet connection even though it is still connected to the wifi.

[jbrennand]

Ok not sure then perhaps someone else will comment. All I can say is that I am Apple gear only and never have a wifi connection issue. But then again I never use the VM Hub other than in modem mode with my own router and wireless equipment.

[Steven_L]

Hi @mspillman2801

Welcome to the community and thanks for taking the time to post on our forums.

I'm really sorry that you're having the issues with your Apple products, I cannot find anything from what I can see on the system.

I have referred this to our specialist team, that will be in touch with you in the next 2 to 3 days to discuss this further.

Regards

Steven_L

[mspillman2801]

Hi Steven,

thank you for your reply however I have still not been contacted regarding this issue!

[Steven_L]

Hey @mspillman2801,

I'm really sorry that the team haven't got back to you yet, we may need to replace your hub for this issue but we would need to send a technician out to do this for you.

I have arranged for the appointment and you can find all the information that you need about your appointment on your online account and clicking My Account and Track Your Order.

Regards

Steven_L