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Virgin wi-fi speed

The Virgin Wi-Fi has been , for many months very intermittent and temperamental.

We have been suffering the inconvenience and loss of our time in our struggle through this messy virgin service over many months.
I had contacted Virgin on numurous times, many of which were unsuccessful, by phone and WhatsApp and email.
I spoke to many of your staff. I invested much time in my trying to get this issue resolved. Yet the issue remains. Virgin Broadband service had been non existent on many mornings. We are suffering greatly due to this. We have lost an enormous amount of time due to Virgin broadband disruption, due to which we lost vital online training time, work time, social time . . .
We demanded that this be fixed but it hasn't. We demanded compensation but heard nothing from Virgin.

  • Trouble is we have no other option to go with any other service provider in our area that offers fiber cable service which seems to be the reserve of Virgin only - a Cartel setup.
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Alessandro Volta
Message 2 of 3
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Re: Virgin wi-fi speed

If only VM could do one thing right and give internet like it did years ago...and before WiFi was not what you go for first but a cable instead...but Wifi does not have to be done by your ISP no no you can get your own wifi router with 1Gb ports that don't cost too much and put VM hub in modem mode.
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Very Insightful Person
Very Insightful Person
Message 3 of 3
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Re: Virgin wi-fi speed

VM do not guarantee wifi speeds, nor does the Residential service have any SLA's.

However what Hub are you using?  Post your power levels and network log from the Hub.  Setup a BQM here to monitor your circuit

Once done we can comment.

In the meantime you can try the following;

Try a 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.

After this split the wifi SSID and disable "Smart Optimisation".  You can then manually set the band and channel for each wifi device.

• Access your Hub by navigating to
• Login with the default login info (on base of Hub) unless you've already updated it.
• Go to Advanced Settings > Wireless > Security
• Under Wireless Frequency 2.4GHz change the Wifi Network Name (SSID), suggest append _2 to the end.
• Repeat for the Wireless Frequency 5GHz, suggest append _5 to the end and click on Apply changes
• Try to avoid spaces and periods in the SSID names as they can cause issues with certain devices.


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