Virgin Media Superhub 2 Wifi Problem

For some months now the Superhub 2 has had a curious problem, one which Virgin have so far been unable to resolve.  The problem is this, our mobiles connect to the wifi without a problem, they work as you’d expect.  After some time you can’t access the internet, even though the phones are connected.

I’ve been talking to Virgin for some time and the following has been tried:

  • Changed the wifi channel from Auto to a set number
  • Adjusted the wifi speed
  • Off shore call center changed power levels
  • Gave the mobiles static IP addresses
  • Engineer has come out and replaced a load of connectors and cabling (apparently whoever did the install did a poor job)
  • Engineer also adjusted the power levels
  • None of the above worked so a replacement Superhub was sent out
  • As I’d escalated the matter someone came round to fit a replacement Superhub without cancelling the replacement that had been shipped out
  • The second Superhub had the same issue
  • I purchased an Asus RT-N66U router to test if the problem was the phones, during two and a bit days of use there were no issues
  • I took the Asus back and figured I might as well try the third Superhub router that had been sent to me
  • Still have the same issue, it’s the 3rd Superhub that features in my video


This issue only occurs with the Superhub 2.  The phones work without a problem on other wifi networks (including my brothers house, which has an original Superhub).

I’ll be calling Virgin back later and will update this page with any further information.  If you’ve had this problem and have a resolution please leave a comment below or get in touch via the contact page.

[accordion initial=’0′]
[accordion_item title=’Update: 06/01/14′]Problems continue across a range of devices.  Now have an iPad Air which has the same wifi issue.  Have reported the problem via the Virgin web form.[/accordion_item]

[accordion_item title=’Update: 17/01/14′]Still having issues and have had no contact from Virgin, they’ve ignored the webform and have decided to charge me £20 for installation.[/accordion_item]

[accordion_item title=’Final update’]Virgin have said they have no idea what the problem is or how to solve it.  They have provided, as a gesture of goodwill, a credit to cover half the cost of buying a new wireless router.  Since purchasing the new router there have been no further wifi issues.[/accordion_item]


TP-Link 450 Mbps Wireless N Cable Router, Easy Setup, WPS Button, UK Plug (TL-WR940N)

£24.99  in stock
22 new from £24.50
Free shipping
Buy Now
as of 23/05/2019 2:06 pm


  • Wireless and speed 450 Mbps wireless speed ideal for interruption sensitive applications like HD video streaming. Operating Temperature : 0 degree Celsius to 40 degree Celsius
  • Easy bandwidth management: Bandwidth control allocates necessary speed of each connected device to ensure quality of multimedia streaming
  • Fast encryption: One-touch WPA wireless security encryption with the WPS button , Protocols - Support IPv4
  • Hassle-free management with Tether app: Network management is made easy with the TP-Link Tether app, available on any Android or iOS device
  • Guest network and parental controls: Keep your main network secure by creating a separate network for friends and visitors; with parental controls you can manage when and how children devices can access the internet

Asus RT-AC87U Wireless AC2400 Dual-Band Gigabit Router, Parental Controls - Monitor and Filter Internet Activities for Your Family and Children

£166.66  in stock
5 new from £134.90
1 used from £ 151.82
Free shipping
Buy Now
as of 23/05/2019 2:06 pm


  • World's first 4x4 MU-MIMO antenna design with AiRadar universal beamforming for unrivalled multi-device performance and wireless signal coverage up to 465 m² (around 5,000ft²)1
  • Ultra-fast 802.11ac Wi-Fi router with a combined dual-band data rate of 2334 Mbps for smooth up to 4K/UHD video playback, ultra-fast file-sharing of large files and low-latency online gaming.
  • Built-in USB 2.0 and USB 3.0 ports for up to 10-times faster data transfers to USB storage devices2, printer sharing, and 3G/4G dongle support.Enhanced media server (AiPlayer app compatible)
  • Supports Time Machine backups with Apple devices

ASUS RT-AC58U Dual-Band Gigabit USB 3.0 Wireless Router, Router/Access Point/Bridge Mode, USB port for Printer, Media Server, 3G/4G Dongle Support, ASUS Router App

£83.99  in stock
18 new from £83.99
2 used from £ 48.00
Free shipping
Buy Now
as of 23/05/2019 2:06 pm


  • Super-Fast Wi-Fi - Dual-band 802.11ac Wi-Fi with concurrent speeds up to 867Mbps (5GHz) and 400Mbps (2.4GHz)
  • Improved Wi-Fi Range - Four external 5dBi antennas for improved Wi-Fi range and multi-device performance
  • MU-MIMO - Revolutionary technology for the best multi-device performance. 10X-faster data transfers than USB 2.0
  • Quad-Core Processor - Responsive network performance and smooth data handling. Power Supply-AC Input - 110V~240V(50~60Hz).DC Output - 12 V with max
  • 128MB Memory for Multi-Tasking - Fast memory architecture enables stable multiple simultaneous download streams on multiple devices

Self confessed gadget lover who has a day job at Verastar Ltd and a hobby of writing and filming reviews that are published on YouTube and Reviewify.co.uk.