TV box keeps loosing the WiFi which interrupts watching prime/Netflix/iplayer etc etc

[mrcarricker]

My TV 360 box keeps loosing the WiFi which interrupts watching prime/Netflix/iplayer etc etc

This shouldn't happen. The router is not the issue as other WiFi devices a4e unaffected. I think it is a faulty box.

[Ernie_C]

Unlikely to be a box fault. You can’t jump to that conclusion simply because all other WiFi devices are OK.

The quality of the WiFi signal at your TV 360 may be poor.

What do you find when you look at the Diagnostics in settings?

[mrcarricker]

I can conclude it is the box when the router is only 2 metres away from it. The diagnostics show the WiFi strength as fair, yet I can from video conference my laptop in the garage 8 meters away through 2 brick walls.

[Ernie_C]

…then, with the TV 360 only 2m from the router, make the connection by Ethernet cable.

[mrcarricker]

No this isn't the answer the to box's inability to retain a WiFi connection. Using an ethernet cable is not an option 2 meters is the direct direct distance from the router is across a floor. I estimate 10 meters of ethernet cable to go around the walls to get from router to TV box. Plus I didn't have this issue with my tivo TV boxes to the router???

[Ernie_C · Accepted solution]

Well, I still suspect an issue with the box is unlikely.

The position of the TV 360 may be the issue, with regards to the ‘obstacles’ between it and the router.

However, if you wait here, Virgin Media will arrange an engineer visit. Be aware that there will be a call-out charge of £25 should the fault not lie with the TV 360.

PS TiVo boxes don’t use your router for internet; they have their own.

[mrcarricker]

I'd like and engineers visit please and thank you for your help.

[newapollo]

Hi @mrcarricker 

The 360 may be losing connection due to how your hub is set up.

Mine sometimes had issues connecting to the 5GHz signal and not being able to see the stronger 2.4GHz signal because I had both hub SSID's with the same name.

I added a 5 to the name of the 5GHz signal in the hub settings to differentiate between the 2 signals and set the 360 up to connect to the 2.4GHz signal. Since then no problems.  (Some older equipment such as mobiles also had this issue  but now work better)

Open a browser and log into your hub 192.168.0.1 - then navigate to the following settings so you can differentiate between the signals.

Go to Advanced Settings > Wireless > Security > Add  5G to the 5 GHz Channel name (eg VM 12345678 becomes VM123456785G) and click on Apply Changes.

You can leave the passwords the same as they are.  Then 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.

[mrcarricker]

This is super helpful thank you 👍

[Ernie_C]

…although, with the router and TV 360 only two metres apart, there should be no issue connecting to either band, unless something between the two is blocking the WiFi signal.