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PeteV
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Broadband down in TW10 since Friday 3 Mar

Would like to see if anyone has the same problem - and if there's anything we can do to fix ourselves. Sorry for the epic post length here, but desperate for any help...from anyone. 

We lost our Broadband and Landline at the same time around lunchtime on Friday 3 Mar. Initially told it was an 'area fault' and was going to be fixed later that day. We also tried online testing with messages "we're on it - take a break for 10 mins then restart your equipment to see if all is well". It wasn't well. Still isn't well. 

During the last two and a half days we've made repeated calls to support and gone through the same process of restarting router and explaining that the bottom light of our Hub 3 isn't white etc (see below for more on this). The 'My Virgin Media' site has shown various messages - first "there is no problem", then "an area fault is causing problems with both our broadband and landline", then "no problem", then "an area fault..." etc. Updates earlier today showed problem should be fixed today (Sunday) @ 17:45. Latest message shows "no problem". 

Landline came back to life around 6:30pm (we saw the engineer fixing something in the roadside cabinet from our house). 

Still no Broadband. 

Hub shows wifi indicator green at all times...then:

  1. Status @ bottom flashing green
  2. Broadband connection (middle) flashing green
  3. Broadband connection (middle) flashing red with Status @ bottom white
  4. Several seconds...then repeat the above

Latest call to support: "The area fault has been fixed...so the router must be faulty and we will send a new one - expect this on Tuesday. If this doesn't fix the problem then we will book an engineer visit. Earliest for that would be the 11th Mar". 11 Mar. Really.  

Tried factory reset and reboot etc. 

Hub administration seems to show Downstream signal acquisition: 

  • Channel: 1
  • Frequency(Hz): 331000000
  • Power (dBmV): 13.4
  • SNR (dB): 27.3
  • Modulation: 256 qam
  • Channel ID: 0

No upstream information. 

In 'General Configuration', 'Network access' is shown as 'Disabled'

'Router Mode' is enabled. 

Example network log entries (MAC addresses removed): 

  • 2017-03-05 20:04:39.00: ToD request sent - No Response received;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
  • 2017-03-05 20:06:20.00: Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
  • 2017-03-05 20:06:20.00: MDD message timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

Device Information shows (MAC address and serial number removed):

  • Standard specification compliant: DOCSIS 3.0
  • Hardware version: 10
  • Software version: 9.1.116V
  • Cable MAC address: XX:XX:XX:XX:XX:XX
  • Cable modem serial number: XXXXXXXXXXXX
  • System up time: 0 days 0h:30m:17s
  • Network access: Blocked

Questions - would very much appreciate any feedback from anyone: 

  • Has anyone else in the TW10 area (or wider) suffered an outage this weekend?
  • Does this look like a physical connectivity problem on the upstream side of things?
  • Could this be a software block of our router/account @ Virgin Media?

We're now into our third day without Broadband - absolutely great when you rely on Wi-Fi mobile calls as we have patchy coverage and your TV services all come down the pipe. 

If Virgin Media is listening:

Your customer support agents have no technical ability to deal with these types of problems and, if it really does take 7 days to book an engineer to visit our property to look into the problem, you don't have enough engineers. It doesn't seem possible to talk to anyone who can review the Hub's settings to make sure that this isn't being caused by a configuration or software update issue etc. This has been a weekend of complete frustration. Your poor and inconsistent level of 'customer service' has been completely unacceptable in dealing with the loss of both our broadband and landline.

Again, if anyone out there has had, or is having similar problems - and has been able to rectify, then any help would be much appreciated. Many thanks for taking the time to read this. 

 

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Forum Team
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Re: Broadband down in TW10 since Friday 3 Mar

Hello PeteV

 

Welcome to our forum, I am sorry you have lost connection and for the problems you have had in trying to get it fixed. Initially we had an area issue F005141614 and it looked like you were affected by that however once it was resolved it became evident that you were not. I can see that you have an engineer booked and fully appreciate it is a while off, please accept our apologies, I have fed back to all concerned.

 

Thank you for your continued patience

Nicola

Virgin Media Forum Team
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