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Trev609
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Green arrow - internet not working

I have a super hub 2ac that is not working. The blue tick is flashing constantly. The green arrow is flashing most of the time but sometimes on permanently. I have had this box for 2 years and this is the first sign of any issue. Not sure if this is an issue with the box itself, or with a local transmitter etc. Any help would be great. Also, how can I contact virgin to report the issue? Thanks!
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twin--turbo
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Re: Green arrow - internet not working

check the service status page on the website.

They have multiple ways to report a fault including phone, telephone, phone , phone and telephone.
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Forum Team (Retired) Adam_L
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Re: Green arrow - internet not working

Hi Trev609, 

 

Thanks for letting us know about your issues with your internet not working and having a green light on your Hub, I apologise for any inconvenience caused.

I have tested the connection from here and I can't see anything out of the ordinary, no errors or time outs inside the Hubs logs and all of your power levels are within the preferred ranges.

Are you still having these issues? If so, how are you connected wired or wireless?

Is the green light still present on the Hub?

Speak soon, 

Thanks, 

Adam.


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Forum Team (Retired) Adam_L
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Re: Green arrow - internet not working

Hi twin--turbo, 

Thanks for the post! I am sorry to hear that you'r'e having the same issues. I apologise for any inconvenience caused.

I have run some checks from here and I can see that all of your downstream power levels are too low and both of your upstream power levels are too high.

An engineer will need to attend in order to resolve things for you, I will send you a PM (purple envelope at the top) detailing what's required to proceed with making the booking.

Please respond to me there and I'll get this sorted for you.

Take care, 

Thanks, 

Adam.


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twin--turbo
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Re: Green arrow - internet not working

????

My connection?

or the OP's?

TT
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Forum Team (Retired) Adam_L
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Re: Green arrow - internet not working

Hi TT, 

 

Your connection is the one I was talking about.

Thanks, 

Adam.


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