intermittent internet connection

[agp_236]

My internet connection keeps going down every few minutes and then comes back again.

I ran the diagnostic checks and it says

"One of the Hub’s WiFi bands isn’t active which might be causing issues. Follow the steps to reset the Hub’s settings."

I reset my router twice but is still says the same.

Any suggestions?

[newapollo]

Hi agp_236,

It's possible that you haven't fully reset the hub as the VM instructions aren't quiet right.

Keep the hub switched on and disconnect any ethernet connections, then push the reset button firmly with a paperclip or something similar.

Keep it pressed in for a full minute.

Wait around 10 minutes and it should revert to factory settings. You can now reconnect the ethernet cables.

If you previously changed your router password it won't work and you will have to use the one printed on the sticker on the router. You can always change it again by going into the settings

[agp_236]

Thanks - the router was reset correctly and the password was reset. I connected using the original  password but still having the same issue.

[agp_236]

Anyone from Virgin care to help??

I am really one step away from switching  to another provider. 

[Akua_A]

Hi @agp_236,

Welcome back to our community forums.

Sorry to hear you have been getting that error message with your wifi as well as intermittent service. I want to best help regarding this as it would be sad to see you go.

I have been able to access your account using forum details. It appears back end that your hub may be having issues with coverage. Please try the following link and let me know if it helps https://virg.in/wifisos.

Thanks,

[agp_236]

Followed the instructions. 

Outcome of the test still the same...  "One of the Hub’s WiFi bands isn’t active which might be causing issues. Follow the steps to reset the Hub’s settings."

I reset the router twice as per the instructions.

Still the same message....No progress.

[Tudor]

I suggest trying the following. Turn off Smart/intelligent WiFi and separate the 2 bands with different SSID names like, xxx-2 and xxx-5.

[agp_236]

Smart WIFI is already off. 

Not sure how to separate the bands manually

[jbrennand]

Follow this...
____________

Go to advanced>wireless>security, and 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 iDevices ) 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.
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.

[agp_236]

Thank you for the advice. It looks more stable now, I will give it some time to see how it is going.

Annoyingly my printer does not see the 5Ghz network and I have switch every time I need to print.