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Leo_ld2x07
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Mobile barely connecting but everything else is fine

Hi,

I have Hub 3.0 with the fastest speed Virgin provides but my mobile phone (as well as my partners) barely work on the network at all; constant connection issues or very slow performance. We both just use our data rather than the WiFi.

Is there something I can do to resolve this? Restarted endlessly over the last 6 months but no improvement. The router is 2 years old. Any suggestions appreciated

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MikeRobbo
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Message 2 of 13
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Re: Mobile barely connecting but everything else is fine

You may be as well refining your Wi-Fi management, it will certainly help keeping track of your Wi-Fi frequencies.

Best done with a cable connected device.

Instructions for Hub 3

Log in to the Hub.

Advanced Settings > Wireless Signal > click ‘Disable Channel Optimization’ > Click ‘Apply Changes’.

Advanced Settings > Wireless > Security > Add 2 to the 2.4GHz Channel name > Add 5 to the 5 GHz Channel name > Click ‘Apply Changes’

You can leave the passwords the same as they are. 

Log out of the Hub.

You will need to reconnect all you Wi-Fi devices some will want to connect to 5Ghz and some to 2.4GHz and some will connect to either.

When you connect the devices do it at the furthest point from the Hub that the device will be used.

2.4GHz is a stronger signal but slower than 5GHz so if you have problems on 5GHz change to 2.4GHz.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Gareth_L
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Message 3 of 13
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Re: Mobile barely connecting but everything else is fine

Hello Leo_ld2x07

Thanks for your post regarding the poor wifi connection 

Have you followed the advice given by @MikeRobbo

If so has this improved things 

Can you please let me know if you need any more assistance 

Gareth_L

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Leo_ld2x07
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Re: Mobile barely connecting but everything else is fine

Hi there,

Apologies for the delay it took time to organise a timeslot for this with a number of people working here.

Still no improvement unfortunately. My laptop and other devices are fine, 3 of 4 mobile devices still little to no connection..

I don't know if this is relevant but the router was present during some very dusty rennovations last year. It got a good hoovering out but I don't know if it would be a hardware issue.

Any other ideas would be appreciated!

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Leo_ld2x07
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Re: Mobile barely connecting but everything else is fine

Hi, quick update - this has not become more urgent as the wifi is a problem for all devices now. Laptops are struggling making work difficult!

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Leo_ld2x07
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Re: Mobile barely connecting but everything else is fine

Has now become urgent*

(can't seem to edit the post)

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Tom_F
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Re: Mobile barely connecting but everything else is fine

Hi Leo_ld2x07, thanks for your post.

 

Sorry about the WiFI issues you've experienced. I've taken a look from here and everything appears to be fine, I appreciate your recent experience says otherwise though, and as the advice offered above hasn't help then at this stage the best course of action would be to arrange for a technician to check things over. 

 

So I have booked you in with the next available appointment. You will find the appointment time slot via your online account (virg.in/myVM) and it can be rescheduled or cancelled from there if needed.


Please let us know how that goes.

 

Tom

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Leo_ld2x07
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Re: Mobile barely connecting but everything else is fine

Hi Tom,

Thanks for sending the engineer. He had a hard time identifying the issue as the splitter and much of the cabling are not accessible (the former being in a wall and the latter being under tiles!). Apologies for the difficult setup. It could be either of those or the box. To avoiding breaking into my wall and floor could we start with a fresh router and see if that solves the problem? The current one is years old and been through the wars.

Best wishes

Leo

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Leo_ld2x07
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Message 9 of 13
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Re: Mobile barely connecting but everything else is fine

Also can you suggest the best wifi extender/booster for a 3-story house if the router is on the bottom floor. Should it be a plug-in on the top floor or a powerful booster with the router?

Many thanks

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Paul_DN
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Message 10 of 13
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Re: Mobile barely connecting but everything else is fine

Hi Leo,

 

Thank you for reaching out to us in our community and a warm welcome to you, I am sorry to hear you are having issues with connection due to the Wi-Fi not reaching and possibly the equipment you have, 

 

I have had a look at things our end and I cannot see any issues at all, your levels are all where we would like to see them with no errors , if there was a cabling issue this would generally cause a SNR error which aren't showing.

 

In regards to Wi-Fi as long as all your wiring is on the same loop in the areas need you could get power line adaptors, these act as a direct connection and a wi-fi booster in one, you could try our Connect App , with this you can run black spot checks and order the boosters/ powerline adaptors if needed, there may be a monthly charge for these depending on your package.

 

Kind regards

 

Paul.

 

 

 

Paul.
 

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