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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]

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TP-Link TL-WR940N 450Mbps Wireless N Cable Router, 4 Fast LAN Ports, Easy Setup, WPS Button, Supports Parent Control, Guest Wi-Fi, VPN, UK Plug

£24.85  in stock
30 new from £17.49
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Amazon.co.uk
as of 18/06/2019 4:40 pm

Features

  • Wireless and speed 450 Mbps Wi-Fi speed ideal for interruption sensitive applications like HD video streaming; Far-reaching 2.4 GHz Wi-Fi coverage with 3 high-quality 5dBi antennas
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12V UK MAINS VIRGIN MEDIA SUPERHUB 2 ROUTER AC ADAPTOR POWER SUPPLY PLUG

£12.49  in stock
1 new from £12.49
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Amazon.co.uk
as of 18/06/2019 4:40 pm

Features

BindingElectronics
Package Quantity1
Product GroupCE
Product Type NameCONSUMER_ELECTRONICS
Title12V UK MAINS VIRGIN MEDIA SUPERHUB 2 ROUTER AC ADAPTOR POWER SUPPLY PLUG

1STec White Internal Virgin Media Wall Box Housing for 2-Way Splitter Outlet or Isolators suitable for use on TiVo V6 Digital TV & as used by Super Fast 2 3 Superhub Broadband Cable Modems (Indoor)

£17.95
£7.95  in stock
1 new from £7.95
Free shipping
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Amazon.co.uk
as of 18/06/2019 4:40 pm

Features

  • WHITE BOX HOUSING ONLY - Exact replacement Plain White wall boxes normally used to install a new junction or to create a split at an existing service point
  • LATEST MODEL FITMENT - These units measure 130mm x 85mm x 30mm and are Designed for the slim isolators labelled TRIS-1002l in the UK and Ireland
  • EXACT REPLACEMENT SIZE - These are the Exact ABS Plastic Original Faceplates made for Virgin Media but are supplied without a logo on the front cover
  • LATEST MODEL FITMENT - Designed for the slim isolators labelled as TRIS1 in the UK and Ireland
  • ALTERNATIVE APPLICATION - These boxes are ideal for a number of uses where a neat internal junction is required for Speaker, Low Voltage Lighting etc

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.