New router please!

[Lloydy1980]

How do I go about getting a new router? 

I've had the hub 3.0 for over 3 years and the download speed (on the 50mb package) is 12mb. I've tried everything possible and still it is poor, the light is constantly orange.

Regards 

Chris 

[Client62]

First call 0800 561 0061 - use the automated service to see if there is a local service issue.

Speed test the service to a Router mode Hub(3/4/5) + your device with the link below.
https://www.samknows.com/realspeed/

Once the test begins click on: Run full test to see all the stats.

The speed at the Hub should reflect your subscription.
The speed any WiFi device draws data at is limited by its data needs and technical abilities.

[John_GS]

Hi @Lloydy1980 

Thanks for posting and welcome back to the community.

Apologies for the lower than expected speeds. I've ran a diagnostic test and no issues are showing that could be causing this.

How are you testing, wired/wireless and what devices? 

If it's wireless, please download our Connect App and run a wireless scan in the property. This will identify any coverage issues and optimise where possible. 

If a Pod needed, you'll be prompted to order.

If it's wired, please do as Client62 recommended (thank you) and report back 🙂

Best wishes.

[Lloydy1980]

Hi there, 

My speeds now appear ok but there is definitely something wrong. 

The light is constantly in an orange state, my phone keeps coming up with an exclamation mark in the WiFi symbol, the stream on my prime /ItvX etc keeps stopping and saying no Internet and the Teams calls on my work laptop keep dropping out which isn't good. 

Can you check how old this router is as I feel a new one is required. 

Regards 

Chris 

[Adduxi]

If the wired speeds are fine, it's more likely the Wifi is the culprit. The orange light is just the LED ageing and nothing to do with the performance of the Hub 

To refresh the Hub, try a full 60 second factory pinhole reset as below;
Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible. NOTE this will remove any custom settings you may have set in the Hub, and they will all have to be setup again.

Try using a Wifi scanning app on your phone, to see if there are any other neighbours Wifi causing interference.  There are many apps on the Google Play Store.

[Client62]

MS Teams is very poor even on a network cable, via Wi-Fi it can be a nightmare of glitches.

[Kath_P]

Hi Lloydy1980, 

Thanks for coming back to us on this. We're happy to hear your speeds have improved. 

Checking things this end, the hub is from January 2021 but the model is one we still support. I've re-run the diagnostics that John ran previously and all is looking good with the hub itself. There's no WiFi issues showing up however there are so many things that can influence a WiFi connection, some of which include but are not limited to, a fish tank being in the same room, walls being built with concrete instead of brick, it could even be that your next door neighbours router is interfering with yours. Due to this, we are only able to offer limited help. Please have a look here.

The Hub's location could also be causing any coverage problems so we do need to check the positioning of it. Can you please ensure the following: 

• > Out in the open
• > Next to the TV not behind it
• > Away from large bodies of water (e.g. fish tanks)
• > Away from baby monitors and cordless phones
• > Away from microwaves

Think of the Hub as a radio, and WiFi as the sound - the further away you are from the radio, or the more obstacles that are in the way (walls, electronic devices etc.), the quieter the radio & the poorer the WiFi. 

If that doesn't help, you can download our Connect App which will allow you to scan areas of your home and will offer help. If a WiFi Pod will help, the app will give you the option of adding this. You can view more information on that here. We also have a WiFi Max service that you can look at here.

Keep us posted on how things go. 

Thanks,

[Lloydy1980]

I'm still having issues with my router, my tv is constantly saying no connection, keep getting an exclamation mark in the WiFi symbol on my phone to. When I do the virgin media check via the app it keeps saying looks like we need to reset your hub and this is after multiple resets! 

I've recently upgraded to the 125mb from the 50mb and no improvement. If the hub is nearly 3 years old can you please issue me a more up to date one as I'm the verge of leaving for a more reliable provider.

Nothing in the house has changed, router has never moved in all the time I've had it. 

[jpeg1]

But in that time there may be much more interference from neighbours' WiFi. 

[Lloydy1980]

That's potentially true but why would I need to reset my hub every other day?