poor wifi upstairs

[donna6833]

I've just changed over from BT and regretting it already.  I'm on the M125 plan but upstairs I'm only getting 39 mbps.  The kids are getting really frustrated as everything freezes.  The only room with a decent signal is my bedroom which they seem to have moved into!!  I phoned up for technical support but there doesn't seem anything they can do.  As far as they are concerned it's coming into the house fine.  It was suggested an engineer come out and move my connection to somewhere else in the house but wanted to charge £25 for that.  I already paid an engineer to fit it all in the first place and he put it where it is so I'm reluctant to pay twice!!!  I did buy a netgear booster (the one the engineer recommended) but this hardly makes any difference!  Any sensible suggestions that aren't going to cost me lots of money??  Thanks

[Zach_R]

Hi @donna6833,

Thank you for your post and welcome back to our community forums. We're here to help.

I'm very sorry to hear that you're having some issues with your Wi-Fi service recently. To clarify, this is only happening in certain areas/rooms of the property and not everywhere? I've checked over our systems and I'm unable to detect any faults currently that would explain this. Is it ongoing today?

Thanks,
 

[donna6833]

Hi, it happens at the back of the house upstairs and downstairs

[jbrennand]

see this

________

Do you know if its a wifi only issue (are ethernet connected devices 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 or Apple Airport Utility) 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 30 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 - if you are - it is clearly stated on the webpage.

If not free to you… you will be charged £8/month for up to 3 pods (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(s), (4) 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.

[David_Bn]

Thanks for coming back to us @donna6833.

Do please refer to the post by @jbrennand and confirm if you may be interested in taking up the option of Wi-Fi Max on your services - which we will be able to assist you with.

Thanks,

David_Bn