[Updated] Virgin Media reportedly investigating Super Hub 2 WiFi issues

Update (August 01):

Here’s what VM is suggesting the affected users to do (other than replacing the Super Hub 2 devices with Super Hub 3 for free).

VM-Apple-WiFi-issue

Update (July 31):

Apple has acknowledged the iOS 11.4.1 triggered WiFi issue. If you think your problem is VM specific, then it’s less likely to be fixed with the incremental update that Apple will release to address the WiFi issue. But yes, if that’s not the case (meaning iOS 11.4.1 is to blame), then hopefully your problem will be resolved soon.

Update (July 31):

Going by discussion across VM community, looks like the company has settled for replacing the affected Super Hub 2 units with Super Hub 3 for free.

Update (July 30):

Virgin Media through their official Twitter account has been telling the complainants they are aware of the issue and redirecting those affected to VM Community for further details.

https://twitter.com/virginmedia/status/1023512397200465920
https://twitter.com/virginmedia/status/1023469324818960384

Original story:

The massive number of WiFi connectivity complaints from Super Hub 2 users (majorly) after installing the latest iOS 11.4.1 update on their respective Apple units has finally managed to attract the attention of the British company.

Just yesterday, one of the Community Leads (at Virgin Media Community) broke their silence on the matter, updating the complainants that the problem – which we were the first publication to highlight – is being looked into.

We are currently investigating a potential issue between iOS devices (running 11.4) and WiFi disconnections

In all likelihood, 11.4 in the above statement is a typo and what they meant was 11.4.1. Reason being, the thread in question itself is titled ‘iPhone iOS 11.4.1’, which started two weeks back (right after arrival of the latest iOS update), as apparently that’s when Virgin Media users started encountering the issue.

virgin-media

Furthermore, the same Community Lead also added

At present it looks like an iOS update has caused the issue as we are seeing similar reports elsewhere, with downloads failing and WiFi drops out.

See their complete statement here:

virgin-media

Given that a single thread on Virgin Media’s own help forum has a long string of complaints stretched across 24 pages (and developing…) within a span of only two weeks, it indicates the urgent attention the issue demands.

Not only VM community, the issue is also being reported on large scale across micro-blogging site Twitter. Here are some of the recently posted tweets:

https://twitter.com/keeprighton0510/status/1023583957579976704
https://twitter.com/DaltonJDeuce/status/1022846632067514368
https://twitter.com/thehauntedguy/status/1022793948094504960

And more (1,2,3)

We hope the company figures out soon as to what is causing the WiFi-related issues, and do the needful to fix things up (in case the problem lies at their end). Rest assured, we are keeping an active tab on all related developments and will keep you posted.

Meanwhile, (as can be seen in the screenshot displaying the Community Lead’s statement) Virgin Media is asking the troubled users to share the following information to diagnose the problem.

    To help further, it would be great if you could provide the following information (if you haven’t already listed it):

  • Apple device details (iPhone / iPad / Apple TV models) which are experiencing Wi-Fi dropouts
  • When the Wi-Fi disconnects, can other (non-Apple) devices in the household get online?
  • What Superhub are you using?

Those interested can share the asked for details here.

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Dr. Aparajita Sharma

A budding entrepreneur by profession, and a psychologist by education. As a founding member of PiunikaWeb, I am nurturing this firstborn with my sharp-eyed expertise and even journalistic writing when needed.