Virgin Media Community

[Pyecombe]

Originally had had a broadband and purchased TV 360 box additionally. As per instructions removed the cable connected to the hub and connect to splitter but can not get wifi. I can still get wifi when I connect the cable back to the original position. Is this problem of the splitter?

[jpeg1]

Are you sure you have the three connections to the correct ports on the splitter?  Are any of the centre pins of the plugs bent and not connecting properly? 

The splitter causes a drop in signal levels.  Normally a Virgin fitter would check these were still within spec.  Can you log on to the Hub with the splitter connected and post here the downstream signal levels? 

[jpeg1]

Just to add, TV boxes are owned by Virgin and rented out on a contract. If you have bought one elsewhere you have been ripped off.

[Z92]

and there's also a good chance that certain things won't work as they've not been registered to the network...

[Pyecombe]

Thank you. We have bought genuine equipments and seems all cables are connected properly...

[-tony-]

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@Pyecombe wrote:

Thank you. We have bought genuine equipments and seems all cables are connected properly...

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can you clarify - you cannot buy equipment from VM - you rent it - so to be clear has everything come directly from VM or third party sites

[Pyecombe]

Yes, it is rented and sent directly from Virgin. not purchased. 

[-tony-]

its possible the splitter is faulty but unlikely - same goes for any cables supplied 

so start with just splitter and hub -

cable from wall box to spitter in - 2nd cable from splitter out to hub - if that does nor work try other outlet on splitter

post the upstream and downstream levels with and without the splitter as they will change and that could affect the connection

and post some photos of it all connected

log into hub3 - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labelled - upstream - downstream

if its an earlier hub button is top right

you DO need to sign in on hub4

[Pyecombe]

Thank you for your advise.  I’m temporally out of home so will try in the weekend

[Jodi_S]

Hi Pyecombe,

Welcome to our community and thanks for posting. Sorry to hear that you've had issues connecting to our Wi-Fi since purchasing the 360 box. 

As our valued community member -tony- has have advised have you tried the above since Friday?

Please let us know if you have managed to get everything back up and running.

Kind regards Jodi.