Hub 5 - pages won't load

[Nanrek]

I have the hub 5 and recently I’m having issues loading pages on all devices. WiFi showing full strength but when watching videos-social media they don’t load or have constant buffering.

[jbrennand]

See this....

.... are your issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check on one to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

[Nanrek]

Fine when I connect when the laptop through ethernet. I have reset the hub several times and still the same.

[jbrennand]

Buffering on wifi but fine on ethernet suggests its just down to poor wifi connectivity... so see this

______________________

On a Hub5, you could first try separating the 2.4 and 5 GHz wifi bands into 2 separate SSID's - by renaming them in the Hub's 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 - it does mean that you cant use VM Pods when they are separate - 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.

[Molly_T]

Hi Nanrek 👋 welcome back to the community! Thank you for posting. 

Sorry to hear about the issues you have been having with pages loading. As the community have already correctly identified, if the issues are happening exclusively when connecting via Wi-FI it is likely you have a coverage problem rather than an issue with the connection of the broadband service itself. 

You can run a test for 'black spots' and connection issues via our connect app here 👉 https://virg.in/connectapp . If you do identify a Wi-FI POD would be beneficial, you should be able to order one directly via the App, and you can find more information about our 'intelligent Wi-Fi' service here 👉  Intelligent WiFi | Virgin Media

Please let us know how you get on following the scan and the advice of the other members of community, so we can offer further support if needed with these coverage issues or ordering a POD if needed. 

Thanks for your patience in the meantime. 🌞 All the best!