Weak signal and connection even when close to router

[Neza316]

Hi, we have recently had the virgin engineer out to check out signal , he said we were getting too much signal which is the same as not getting enough. He turned it down slightly and all was fine for a few hours. Since the. Our 350mb wifi has returned to its normal self , whereby even when we are using our mobile phones for browsing we need to turn the wifi settings off on our phones and go to 4g …… what could this be ? We hit this internet as thought it would be much better than sky 

[jbrennand]

Firstly... are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection related?

What are the various Hub lights showing/doing when this happens?

Lets have a look at the connection details and see if any obvious issue presents......
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First, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends or loose wires on the connectors . Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box.

Then, Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. On the first page up dont login just click on the “router status” icon/text at bottom-middle (Hub3/4) or top/right (SH’s) of the Login page and then just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts

If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. 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 then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality

[Neza316]

The external box looks loose , I may need to book in an engineer 

[Kath_F]

Hi Neza316,

Thanks for coming back to us to let us know how the engineer visit has gone. 

Taking a look at our systems to check the WiFi side of things, our checks have detected high levels of WiFi Interference within the your home. This is causing a poor quality WiFi signal and is impacting multiple devices. 

The Hub's location could be causing the coverage problem 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. 

To ensure your device is connecting to the best band, turn off the WiFi on the device and turn it back on. This will ensure that the device connects to the fastest band available.

Keep us posted on how you get on. 

Thanks,