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Shaun2019
Beginner
213 Views
Message 1 of 8

Whole home Wi-fi & Virgin Superhub 2 - constant connection dropouts

Hi all. New member here.

I have read with interest these forums and yet to find a solution to my problems

I have had these discs for some months (6 disks around the house, some connected via Ethernet to home network). I my house is 3500+ as feet over 3 floors hence the need for 6 disks.

I have had issues since day one with internet drop outs which have become more frequent of late. Usually a simple reset of the main disk would sort this out...

But these last 6 weeks I get drop out 2-3 times per day minimum and with working at home, 2 boys constantly needing Wi-fi, heating run over Wi-fi (nest) plus nest cams and sky’s q which needs Wi-fi to work reliably it has become a massive issue for us. Strangely a common time for disconnects is 610am..

I am on the latest firmware

Any help of guidance would be very much appreciated as it’s become a bit of a nightmare and common occurance and the phrase “dad the internets gone down again” is becoming a daily expression

Thanks from an extremely frustrated user...

Ps when the work, they do work great

Shaun
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7 REPLIES 7
tribunepind
Contributor
201 Views
Message 2 of 8

Re: Whole home Wi-fi & Virgin Superhub 2 - constant connection dropouts

I have 3 discs connected by ethernet to a switch connected to a superhub. Reserved IP addresses for all 3 discs. No issues apart from a band steering issue which appears to have settled down after turning off legacy steering.
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Shaun2019
Beginner
131 Views
Message 3 of 8

Re: Whole home Wi-fi & Virgin Superhub 2 - constant connection dropouts

Hi - any guidance or advice on this? I’ve tried everything

@bt mod can you help pls?

Thanks
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Distinguished Sage
Distinguished Sage
113 Views
Message 4 of 8

Re: Whole home Wi-fi & Virgin Superhub 2 - constant connection dropouts


@Shaun2019 wrote:
Hi - any guidance or advice on this? I’ve tried everything

@bt mod can you help pls?

Thanks

The moderators can only help BT Broadband customers.

As suggested before, some Virgin users are using these devices. You may be getting conflicts with your Virgin wireless network.

https://community.virginmedia.com/t5/forums/searchpage/tab/message?advanced=false&allow_punctuation=...

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Shaun2019
Beginner
107 Views
Message 5 of 8

Re: Whole home Wi-fi & Virgin Superhub 2 - constant connection dropouts

Thanks, I’ve been through those threads and I haven’t found anything that solves my issues. I’ll keep looking though

Sorry why can’t bt mods help with a BT product? Understand that I don’t have BT broadband but the issue is with their product?
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Distinguished Sage
Distinguished Sage
98 Views
Message 6 of 8

Re: Whole home Wi-fi & Virgin Superhub 2 - constant connection dropouts

The moderators are here to help with BT customer service issues, not retail products marketed under the BT name, any more than they would for many of the other products sold on the BT Shop.

You would normally be advised to read the online product manual, and then refer to the dedicated helpdesk, and read any similar posts on the forum, bearing in mind that most people are using a BT Home Hub.

This post by a moderator is as far as it goes https://community.bt.com/t5/BT-Devices/Problem-with-Whole-Home-Wi-Fi-Read-this-first/m-p/1908749#M72...

BT do provide more comprehensive support for the BT Complete WiFi product, which is specifically for BT Broadband customers. This product is closely monitored by the development team.

https://community.bt.com/t5/Home-setup-Wi-Fi-network/Introducing-Complete-Wi-Fi-from-BT/m-p/1901302#...

Moderator
Moderator
70 Views
Message 7 of 8

Re: Whole home Wi-fi & Virgin Superhub 2 - constant connection dropouts

Hi @Shaun2019  welcome to the forum and thanks for posting. Sorry you are having a problem with the Whole Home Wifi product. As suggested by @Keith_Beddoe  you would be best to contact the product helpdesk for help if you are unable to resolve the issue with the help of the user guide. They can be contacted by phone on 0808 100 6116 (Mon-Fri 9.00am to 5.30pm and Sat 9.00am to 2.00pm. Alternatively you can email: btconnectedhome@bt.com 

Thanks
John

 

Community ModeratorJohnC
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lnajr02
Contributor
57 Views
Message 8 of 8

Re: Whole home Wi-fi & Virgin Superhub 2 - constant connection dropouts

If you are using just the Whole home for your Wi-Fi and not using the virgin HUB for Wi-Fi, I would recommend, the following FAQ from virgin.
https://www.virginmedia.com/help/virgin-media-hub-modem-mode#hub2

This is how to enabling modem mode, allows you to connect your own Wi-Fi kit to the new Super Hub, effectively turning the Super Hub into a stand alone DOCSIS3 cable modem.
However if you are having problems still , email the helpdesk on btconnectedhome@bt.com. or call them on 0808 100 6116
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