wifi freezes

[roberto7]

morning all,

since I got virgin 2 months ago when streaming a film on netflix or Disney+ the screen freezes and jumps this only lasts between 1 and 3 seconds but can sometimes be up to four times per film. I've checked my network no faults and done my speed checks and all say very good, does anyone have any ideas thanks

[Sephiroth]

If you’re streaming over WiFi, a neighbour could be using the same frequency and your WiFi will glitch while channels change.  Sort of thing.

[Adduxi]

Use a wired connection to the TV, even for a temp test, and see if the glitching stops.  This should prove the Wifi needs attention as suggested by @Sephiroth 

[Martin_N]

Hi roberto7,

Thank you for your post. We're sorry to hear about the issue you've been having. 

To confirm, have you been able to try the recommendation advised by others on here?

^Martin

[roberto7]

I haven't I'm using a firestick so can't try a wired connection, I think I will try temporarily moving my hub into the room to see if it helps even though the hub is just outside the room at the moment. my direct neighbours are on bt not sure about further neighbours but surely this would affect a lot more customers?

[Client62]

Smart Wi-Fi and Auto Channel selection was the cause of random Wi-Fi dropouts with our VM Hub.
Disabling both fixed the problem now we can use a Firestick for hours without any glitches. 

[Sephiroth]

@Client62 is right.  The neighbours could well be using the same WiFi channel as you, whether or not they use BT, Sky or whatever.  If their signal is strong enough, your Hub may well switch you to another channel and, of course, there is the glitch.

And it needn't be a neighbour; it could be any other user in your house on the same frequency.

Moving the Hub closer to the Firestick might do the trick because its detection of a neighbour's frequency could be lessened.  

Keep us posted.

[Roger_Gooner]

I solved any WiFi issues by connecting my Fire TV Stick 4K Max with a Cable Matters USB 2.0 Micro-B Ethernet Adapter.

[Adduxi]

+1 as above.  When I had a Firestick it was connected with ethernet.  Anything I can cable, gets cabled !

[Daniel_Et]

Hi @roberto7, thank you for your response.

Are you any further forward with this on the back of temporarily moving your Hub and following the latest advice provided?

Please pop back to us at your earliest convenience.

Regards,
Daniel