wifi range and connectivity issues

[Raghu]

I have recently ( 4 weeks ago)  taken Virgin media broadband 350 connection on Volt package with o2 sim with hub 3. Right from day 1, I am having huge wifi and connectivity issues. Initially they installed in a room that was easy for the engineer to install and except in that room where the hub was I was virtually getting no wifi in other rooms. I hence asked them to move the hub to the lounge where the TV is and they did this. Even after this the WiFi range in other rooms is very poor. I have got 2 WiFi pods and the 3 rd is on the way. Though slightly better the WiFi connectivity is still an issue. Even in the room where the hub is placed, it takes 4-5 attempts before any page opens up while surfing as I get message ‘ no network connection ‘ for the first 15-20 seconds. 
When I call up VM they advise to upgrade my package to 1 Gig to resolve the issues. However they will now not give me the new customer offer price for Gig 1 broadband and quoting me nearly 12£/ month more than the new customer price for 1Gig even though I have only recently joined 4 weeks ago and I have been on phone almost everyday with them right from Day 1 with connectivity issues.

i had sky 60 mbps broadband for many many years before signing up with VM and I had absolutely no issues with WiFi and was getting very stable 60 mbps speed in all the rooms. I only wanted to try the VM full fibre broadband and thought the 350 mbps would be super fast compared to my 60 Mbps sky one, but feel completely let down and disappointed and regretting why I changed over from Sky to VM.

should I upgrade to the Gig 1 to resolve the issue and if so it is only fair for VM to offer that at the new customer price?

thank you

[Tudor · Accepted solution]

Do NOT fall into the up selling trap by customer services. Broadband speed has nothing whatsoever to do with WiFi connectivity. I have no personal experience of VM WiFi as I use all my own networking equipment. I do know that a lot of people set up the VM pods incorrectly. Unless they are Ethernet cabled back to the hub they should be as far a possible halfway between the hub and the target device. Many people put them in the same location as the device where they get exactly the same strength signal from the hub as the target device.

[jb66]

This is completely normal hub 3 behaviour, either get a 5 or your own router!

[Hosay299]

Same try getting ur own kit. Search online and on here for info

[Raghu]

Thanks for your advice. I have tried changing the WiFi pods location but still the same issues with WiFi. I have to wait for nearly a minute and try 4-5 times to open a page while simple browsing. videos on YouTube stops in between attempting to load.

Extremely poor WiFi. I wouldn’t have switched from my Sky broadband had I known these issues

[newapollo]

Are you sure that you are on  VM full fibre broadband?   

VM full fibre broadband only works with the hub5x and it shouldn't be possible for it to connect to any other VM hub.

Open the following page in a browser window https://samknows.com/realspeed/  and click on Run full test. Once you've done that post a screenshot showing the hub speed, your device speed along with the Upload, latency, jitter and packet loss measurements.

It's best if you run that test using a wired computer/laptop if possible.  VM only guarantee wifi speeds of at least 30Mbps in every room.

The pods only work under certain conditions.

Keep your Hub in Router Mode - Do not put the Hub into Modem Mode, as this disables the Wi-Fi and your Pods are connecting to your Hub via Wi-Fi. Likewise, if you use a third-party router it will not work because the Pods are designed to specifically connect directly with VM's Hubs only.

Do not split the SSID – If the SSID is split then the hub treats the two bands as two different standalone networks (the same as picking up your neighbours Wi-Fi when you search for a network). The Smart Wi-Fi cannot move a device between different networks.

Do not disable either bands – If both bands (2.4GHz and 5Ghz) are not switched on then the software cannot move the device for optimisation, which essentially disables the Smart Wi-Fi.

You should also ensure that Chanel Optimisation is enabled in your hub settings.

[Raghu]

I have recently ( 4 weeks ago)  taken Virgin media broadband 350 connection on Volt package with o2 sim with hub 3. Right from day 1, I am having huge wifi and connectivity issues. Initially they installed in a room that was easy for the engineer to install and except in that room where the hub was I was virtually getting no wifi in other rooms. I hence asked them to move the hub to the lounge where the TV is and they did this. The speed to the hub is good @350 but the WiFi range in other rooms is very poor. The speed drops significantly in the other rooms. I have now got 3 WiFi pods  sent out over a period of 3 weeks. Though slightly better the WiFi connectivity is still an issue. Even in the room where the hub is placed, it takes 4-5 attempts before any page opens up while surfing as I get message ‘ no network connection ‘ for the first 30 seconds. 
When I call up VM they advise to upgrade my package to 1 Gig to resolve the issues. However they will now not give me the new customer offer price for Gig 1 broadband and quoting me nearly 12£/ month more than the new customer price for 1Gig even though I have only recently joined 4 weeks ago and I have been on phone almost everyday with them right from Day 1 with connectivity issues.

i had sky 60 mbps broadband for many many years before signing up with VM and I had absolutely no issues with WiFi and was getting very stable 60 mbps speed in all the rooms. I only wanted to try the VM full fibre broadband and thought the 350 mbps would be super fast compared to my 60 Mbps sky one, but feel completely let down and disappointed and regretting why I changed over from Sky to VM.

This Wi-Fi issue is affecting Working from home as connection drops during Teams meetings. While playing YouTube videos it stops downloading half way through.

since I am still experiencing Wi-Fi issues despite having the 3 Wi-Fi pods connected, I am reposting the message to see if virgin media can sort this out for me before I consider moving back to sky.

thank you

[Hosay299]

Ur spamming and delayed ur help. We can help to not just isp as there is experience people on here.

Are u over ur 14 days cool off period??

Have you opened a formal complaint as that's high level team.

This community is not 24 7 support can take upto days. Or try other ways WhatsApp or call for something quicker.

There is a process to follow 

[Raghu]

Yes I am over the 14 day cooling off period. I have not yet made a formal complaint. How do I do that please?

thank you

[legacy1]

If you want the best wifi you need to look at getting your own router with wifi6 and 1Gb ports then just put hub in modem mode