I posted on here the issues I've had since being sent a Hub 4.
I did everything suggested and tried all the routes I was sent down by virgin processes. After several weeks I finally had a technician come to look at it. He changed the power lead and declared it working.
This was 10 days ago. It isn't any better and today was terrible. I'm back in the cycle of phoning, texting and getting nowhere.
I completed the post visit survey saying we still had the problem. No response.
I did have the name of the agent who set up the visit. Tried another message but got error message telling me I had sent too many messages!
What do we do now? I've been a Virgin customer from when it was NTL so not getting any bargain deals. We pay a lot for what we do get so I don't want to shell out for extra kit.
I get that we don't actually have a contract for WiFi but none of these issues happened with Hub 3. I've been working from home since March with no problems till we got Hub 4.
Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.
Post a link to your BQM on here.
Instructions for posting BQM Link
Under your BQM graph are two links in red.
Click the lower link (Share Live Graph) then click generate.
Copy the text in the Direct Link box, beware, there may be more text than you can see.
On here click the Link icon (2 links chain to the left of the camera icon)
In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.
Can you please
Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter.
Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.
Hub 4 When the page appears LOG IN then click ‘Check Router Status’.
Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.
I've connected via the ethernet cable that came with the router. I'm on a 5 year old Surface. This is not the one I use for work by the way - that is way more powerful - but the departmental firewall prevents me from doing this on that laptop,
Even so on 3 attempts I got speeds between 92mbps and 110mbps.
You have a Wi-Fi problem that can be resolved with more powerful Wi-Fi Broadcasting equipment.
I know you have heard it all before and are probably sick of hearing it, but, the problem is purely down to the local Wi-Fi broadcast.
Just a few things that can affect Wi-Fi in the average home …
Mirrors, furniture, fish tanks, people, radiators, walls (some more than others), cordless phones, baby monitors, microwave ovens, fridges & freezers, TVs, next doors Wi-Fi and Wi-Fi equipment, DAB transmitters, the list is endless.
Many people have accepted that the VM Wi-Fi is poor and have purchased third party equipment that is much, much more powerful than the VM supplied kit and once set up have wondered why they waited for so long.
In that case is the problem with the Hub 4 itself? We had a Hub 3 that worked fine even through the first 6 months of working from home having back to back skype calls.
The hub is the only thing that has changed. The house is the same, no new furniture, no walls have been moved, no fish tanks have been added. The neighbours are the same and, by the looks of it, their broadband hasn't changed.
If I could speak to a human being I would ask for the Hub 3 to be reinstated. I want to cut back the TV bundle to save money but, as it is, I can't get to speak to anyone about it. If I could reduce the overall cost I'd consider buying new kit. Meanwhile I'm paying what is, to me, a considerable sum for a service that is not as good as it was with the older router.