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

[roberto7]

hello,how do you disable the smart wifi and auto channel, thanks

[Sephiroth]

You do the disables in the WiFi settings page of the Hub's user interface (192.168.0.1), where you log in using the credentials provided at the base of the Hub or whatever you may have changed those credentials to.  You go to the WiFi settings and it should be obvious from there.

[roberto7]

moving the hub did not improve it, I intend in the future to hardwire my tvs, but I should be able to stream via wifi in the meantime.is there any test I can do other than the virgin room test as that says everything is OK, 

[roberto7]

Thanks but ive disabled both auto channel and smart WiFi, but the problem is still there

[Client62]

What device are you using the play Netflix & Disney+  and how old is it ?

[g0akc]

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@roberto7 wrote:

Thanks but ive disabled both auto channel and smart WiFi, but the problem is still there

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There's a bit more to it than that.

Having disabled the auto channel selection and smart you need to check that your hub is set to use different channels to whatever your neighbours are using.  You can check what channels they are using by using a Wi-Fi analyser app (free) other than the Virgin one.  A shortcut is just to try changing the channel - preferably keeping to 1, 6 or 11 on 2.4 GHz - also checking 5GHz too.

Unfortunately WiFi is somewhat more complicated than Virgin and the other providers have tried to make it!

Ultimately you may be better off getting your own third party Wireless kit or router and using the Virgin Hub in modem mode no matter how much you feel you shouldn't have to do so. Higher end third party kit generally copes better than the 'down to a price' offerings from VM and other ISPs which might well work okay in many situations, but not yours.

[roberto7]

hi, I'm using a firestick, it's not a new one prob 2-3 yrs old, but it works fine if I use data from my phone

[Ashleigh_C]

Thank you @roberto7 do you notice any issues with the service outside of the firestick or only when using this?

[roberto7]

Hello  i only stream via the firestick, I have 2 on different tvs they both do it

[Alex_RM]

Hi roberto7,

Can you confirm if you've downloaded the Connect App please use this to help diagnose any WiFi issue around the home. 

Alex_Rm