Hi all, I originally posted this on Networking but since I've never had a working connection maybe it's setup related.
We signed up just after Xmas and got the kit setup on the 30th Dec.
Our hub seems to get stuck with flashing green internet arrows. Hub logs show various T3 timeouts and no ranging response messages. Helpdesk were able to see it attempting to connect and download the firmware but it was "getting stuck".
Virgin engineer visited last week and (after replacing the hub) confirmed line was fine and passed my call on to the "IT department". He said they would be working through the night to get it sorted. However when I called the next day, they had literally no idea what was happening and reckoned it could take up to 7 more days to fix it.
I'm now getting a bit fed up and wondering if going with Virgin media was the right choice. Surely it shouldn't take this long especially with a supposedly working hub and line?
27th Dec - Subscribe to Virgin Broadband service 30th Dec - Receive and setup hub. No internet connectivity 31st Dec - Call customer support and engineer appointment booked 5th Jan - Engineer visits, replaces hub. Confirms line ok but unable to fix connection. Logs call with IT department 6th Jan - Call customer support, advises IT dept turnaround 5-7 days 11 Jan - Web chat to check on progress. No record of anything being logged with IT department (!!). New engineer appointment made for 13th Jan
Everyone I speak to is friendly and helpful but it feels like there's a bit of a disconnect between departments. I posted my logs above but nobody has replied to say whether the power levels etc look normal.
Engineer discovered a filter installed in the cabinet to prevent FM interference travelling back into the Virgin network. I think they fit them after someone disconnects from the service. Some channels could connect, others could not, so it kept getting stuck at the point of registering the hub.